Migrate From Gorgias

This guide will help you migrate your data from Gorgias to our platform using the Gorgias API.

Prerequisites

• An active Gorgias account
• Admin access to your Gorgias dashboard
• Your Gorgias API key

Getting Your Gorgias API Key

To obtain your Gorgias API key:

1. Log in to your Gorgias dashboard
2. Go to Settings > REST API
3. Copy your API key from the "API Key" section

Migration Process

Our migration tool will help you transfer the following data:

• Ticket history and metadata
• Customer information
• Macros and templates
• Team member settings
• Rules and automation

Steps to Migrate

1. Go to your account settings in our platform
2. Select "Import Data" from the menu
3. Choose "Migrate from Gorgias" as your import source
4. Enter your Gorgias API key when prompted
5. Select the data you want to migrate
6. Click "Start Migration" to begin the process

After Migration

Once the migration is complete:

• Verify that all your data has been transferred correctly
• Update any integrations to point to your new platform
• Train your team on the new system

Need Help?

If you encounter any issues during migration or need assistance, our support team is available 24/7. Contact us through the support chat or email support@helpwave.com.

Importing Your Data to Helpwave

Helpwave offers direct importers for the following platforms: Gorgias, Zendesk, Kustomer, and Helpscout. If you are using any of these platforms, follow the steps below to seamlessly import your helpdesk data into Helpwave.

Step 1: Set a Cut-off Date

Before you begin, it's crucial to set a cut-off date. For instance, if you plan to use your Helpdesk Platform until December 31st, your cut-off date will be January 1st. Here's what you need to do:

1. Keep Gorgias (or the respective platform) operational and live-sync active until December 31st.
2. On January 1st, disable the live sync in your old platform so that new tickets will flow into Helpwave from this date onward.

Step 2: Access the Helpdesk Importer

To begin the import process, navigate to Settings in Helpwave, and click on Helpdesk Importer under the Installation tab.

Step 3: Choose Your Helpdesk Platform

Select the helpdesk platform you're migrating from. We'll use Gorgias as an example, but the steps are similar for Zendesk, Kustomer, and Helpscout.

Step 4: Add Your Subdomain and API Key

You'll need to provide specific information to enable the connection between Helpwave and your helpdesk platform:

• Subdomain: The URL you use to log into Gorgias (or your respective platform).
• Login Email: The email address you use to log in to your platform (must be an admin).
• API Key: Generate an API token in Gorgias (or the relevant platform) using the steps below.

Step 5: Select Import Duration and Data Types

Once you've entered the necessary credentials, you can select the data you want to import. For a complete migration, we recommend choosing:

• Full Import
• Check all boxes, including: Users and Teams, Tags, Macros, Conversations & Messages

Step 6: Final Sync and Data Validation

Once you've configured the import settings, initiate the import by clicking Start Import. The system will begin importing your data into Helpwave.

1. Final Sync: On your cut-off date (e.g., January 1st), disable live sync in your old helpdesk platform. Ensure all future tickets flow into Helpwave.
2. Data Validation: After the import is complete, review the data to ensure everything has transferred correctly. Confirm that customer information is correct, ticket statuses (open, pending, resolved) are accurate, and macros, tags, and teams have been imported successfully.