Gorgias to Freshdesk migration
DataGrine migrates Gorgias to Freshdesk: companies, contacts, tickets with their replies, notes and attachments, tags and knowledge base articles. Every field is mapped in writing and a sample of your own records is signed off before the full run. Run it yourself on the DataGrine platform or have the DataGrine team run it end to end, with 24/7 premium support either way.
What moves
From Gorgias into Freshdesk.
- CustomersContacts
- Shopify integration dataContact or ticket fields
- TicketsTickets
- Customer messagesPublic notes from the contact
- Agent messagesReplies
- Internal notesPrivate notes
- Social and channel ticketsTickets with a channel field
- AttachmentsAttachments
- Custom ticket fieldsTicket fields
- TagsTags
- Ticket statusesStatuses
- Users and teamsAgents and groups
- MacrosCanned responses
- Satisfaction surveysSatisfaction ratings
Why teams make this move
Support consolidates onto Freshdesk when the business grows past a single storefront and needs SLAs and reporting across brands.
Worth planning for
Gorgias models tickets without Freshdesk’s type and group structure, so every ticket needs a status, type and group decided before it lands - and those defaults shape every report afterwards.
Decided with you in the written mapping, before anything moves.
How it runs
Self-serve or fully managed. Same steps, same checks.
- 01
Connect and map
Read-only access to your old helpdesk. Every field and value mapped before anything moves.
- 02
Sample run
A sample of your own records lands in the new helpdesk for you to check and sign off.
- 03
Full migration
The full move at the fastest pace both platforms allow, while your team keeps working.
- 04
Delta at cut-over
Anything created or changed since the full run, moved on go-live day.
- 05
Reconcile
Counts checked object by object against the source, and every run can be rolled back.
- Read-only access to the source
- Rollback per run
- 24/7 premium support
Questions
Gorgias to Freshdesk, answered.
What does not carry across from Gorgias?
Configuration such as automations, macros and views is not data, so it is set up again in Freshdesk. Anything with no equivalent in Freshdesk is listed in the written mapping, and you choose what happens to it before anything moves.
Can we run it ourselves?
Yes. Run it self-serve on the DataGrine platform, or let our migration team handle it end to end. Either way you get 24/7 premium support until the migration is signed off.
Does our team have to stop working?
No. We only read from Gorgias, so your team keeps working during the full run, and a delta sync at cut-over moves anything created or changed since.
Can we use the built-in importer instead?
None documented for Gorgias. Freshdesk's support site documents a built-in import for Zendesk only, so Gorgias data goes in through the Freshdesk API. A migration adds a written mapping, a sample run on your own data, a delta sync at cut-over and rollback.
How fast can data come out of Gorgias?
Gorgias REST API (leaky bucket): 40 requests per 20 seconds for API key integrations and 80 per 20 seconds for OAuth2 apps; Enterprise accounts get the same caps over a 10-second window. On the write side Freshdesk allows 100, 400 or 700 calls a minute by plan, with ticket create capped at 50, 160 and 280. Runs are paced to stay inside that limit, which is why large accounts move in a full run first and a delta at cut-over.
What needs deciding before the move?
Default status, type and group must be agreed for every Gorgias ticket, because Freshdesk needs all three and they shape every report afterwards. Both APIs are tight (Gorgias on reads, Freshdesk on ticket creates), so a large history needs a long, paced full run scheduled well before cut-over. Shopify order context and social channel history each need a scoped decision about what is kept in Freshdesk fields.
What does it cost?
It depends on how many records move and whether you run the migration yourself or have the DataGrine team run it. You get a quote once the records in scope are counted, before anything moves.
Other routes
Moving a different pair?
Ecommerce teams moving from Gorgias often need support to cover more than order status, with Fin AI Agent on the front line.
Cost consolidation or an IT-led standardisation onto the Freshworks stack.
Teams consolidate from Zendesk onto Freshdesk to bring support onto the wider Freshworks stack, usually at a renewal.
Plan your Gorgias to Freshdesk move.
Tell us where you are moving from and to. Run it yourself on the DataGrine platform or let our migration team handle it end to end, with 24/7 support either way.
- A written mapping document before anything moves
- A sample migration you review before the live run
- Delta sync at cut-over and rollback per run
- 24/7 premium support until you sign off