Intercom to Gorgias migration, what moves where
Intercom to Gorgias is a migration our team plans and runs for you, with the mapping agreed in writing before anything moves.
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This page is about moving from Intercom to Gorgias. Intercom conversations become Gorgias tickets, replies messages that carry their original sent date and notes internal notes; contacts become Gorgias customers. Gorgias can import Help Center articles directly from Intercom. Our team plans and runs the rest, with the mapping agreed in writing first. Moving the other way? See Gorgias to Intercom migration.
What moves
How Intercom records map to Gorgias
| Intercom | Gorgias | How |
|---|---|---|
| Contacts | Customers | Matched on a field agreed in the mapping, usually email. |
| Conversations and tickets | Tickets | Gorgias tickets are open or closed only, so snoozed work is mapped to open or closed on purpose. |
| Replies | Messages | Each carries its created and sent date; Gorgias sends a message whose sent date is left out. |
| Notes | Internal notes | Intercom notes become Gorgias internal notes. |
| Attachments | Message attachments | Files travel with the message they belong to. |
| Tags | Tags | Intercom tags are written as Gorgias tags. |
| Help Center articles | Gorgias Help Center | Gorgias imports Help Center articles and categories directly from Intercom. |
Why teams make this move
Shopify and ecommerce brands move from Intercom to Gorgias to work with order data beside every conversation.
The tricky part on this route
Gorgias has two ticket statuses, open and closed, while an Intercom conversation can also be snoozed, and its notes sit in the same stream as the replies. Open and snoozed work has to stay findable after it lands, notes have to land as internal notes, and every message has to carry its sent date, so nothing is emailed to customers again.
We agree how to handle it with you in the written mapping, before anything moves.
What doesn’t move
What stays behind in Intercom, and why.
Some of what Intercom holds has no place in Gorgias. Here is what each vendor documents, and what we settle with you on the call.
| Intercom | Outcome | Why |
|---|---|---|
| Conversation ratings | Check on the call | No vendor documents how Intercom ratings carry into Gorgias; we agree what happens to them on the call. |
| Workflows, saved replies, inbox views and teams | Rebuilt in Gorgias | Configuration, not data: rebuilt in Gorgias. |
Automations, macros and views are settings, not data, so they are set up again in Gorgias.
Before you start: what to switch off and set up in Gorgias
- Pause Gorgias rules that auto-reply, tag or close new tickets.
- Decide where snoozed Intercom conversations go.
- Import Help Center articles with Gorgias’s own importer, or include them in our plan.
Full checklist: Helpdesk migration checklist
How it runs
How our team runs a Intercom to Gorgias migration.
- 01
Scoping call
What moves, what stays, and your dates.
- 02
Written mapping
Every field and value agreed before anything moves.
- 03
The move
Our team runs it.
- 04
Hand-back
We walk you through what arrived and what you set up again in Gorgias.
How a migration works · Security and data handling · Pricing · Talk to us about Intercom to Gorgias
Questions
Questions about moving from Intercom to Gorgias.
Can Gorgias import from Intercom?
Gorgias documents a direct Help Center import from Intercom, but no import of Intercom conversation history.
Will Gorgias email our customers?
Not if every message carries its sent date: Gorgias documents that it sends a message when that date is left out.
What does not carry across from Intercom?
Automations, macros and views are settings, not data, so they are set up again in Gorgias. Anything with no place in Gorgias is named in the written mapping before the move.
Who runs a Intercom to Gorgias migration?
Our migration team. Intercom to Gorgias is not a self-serve route on the DataGrine platform, so we plan it with you on a call, agree the mapping in writing, run the move and hand it back.
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.
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