Salesforce to Gorgias is a data model downshift: Cases become Tickets, Contacts become Customers, and most CRM objects have no Gorgias equivalent. Plan accordingly.
There is no native migration path from Salesforce Service Cloud to Gorgias; Gorgias only offers built-in import support for Zendesk. The migration represents a fundamental architectural downshift from a full enterprise CRM-and-service platform with relational object hierarchies (Accounts, Contacts, Cases, custom objects) to a flat, e-commerce-native helpdesk where tickets belong to customers identified solely by email or phone. Custom work is required to extract data via Salesforce APIs, transform and flatten relational hierarchies into Gorgias's limited data model (which supports only 25 active ticket fields and 4 active customer fields), and load records through the Gorgias REST API — with significant data entities like Accounts, Opportunities, Leads, and custom objects having no equivalent in the target platform.
Read this first
Pair-specific gotchas that catch teams out. Each one has cost somebody a weekend.
This migration discards CRM functionality
If your team uses Accounts, Opportunities, Leads, or custom objects for anything beyond support, you need a separate CRM or those records stay in Salesforce. Gorgias is a helpdesk, not a CRM replacement.
Gorgias's external_id field on tickets is explicitly not used by Gorgias internally — it
Gorgias's external_id field on tickets is explicitly not used by Gorgias internally — it exists for exactly this purpose. (developers.gorgias.com) Store the Salesforce CaseNumber or Case.Id here for post-migration cross-referencing and audit trails.
Gorgias has no bulk import API
Every record is a single REST call. For large migrations (50K+ tickets), budget days of import time and implement checkpoint/resume logic in your scripts. A rollback of 50K tickets via DELETE /api/tickets/{id} at the same rate limits would take approximately 7 hours — plan accordingly.
The runbook
Work top to bottom. Tick steps as you go — your progress is saved in this browser.
01 Discovery Establish why you are moving, what "done" means, and who signs off.
Objective A written scope with agreed success criteria, a named owner per workstream, and a budget approved by finance.
Keep these open
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Pull the real numbers out of Salesforce Service Cloud
Export counts for tickets (open and closed separately), contacts, organisations, attachments, macros, triggers, automations, views and SLA policies. Note the oldest ticket date — history depth drives the whole timeline. Estimating from memory is the single most common cause of a blown migration window.
Data Profiler Get real record counts instead of estimating from memory -
Decide what history actually moves
Agree a cut-off with the support lead: all history, last 24 months, or open tickets plus a read-only archive. Every extra year of closed tickets adds API time and cost without adding much agent value. Get this in writing — it is the decision people relitigate mid-cutover.
A "move everything" default is what turns a two-week migration into a two-month one.
COI & ROI Calculator Build the 36-month business case you will need for sign-off -
Confirm Gorgias can hold your support model
Walk your current workflow through Gorgias: multi-brand, business hours, SLA targets, CSAT, side conversations, public vs internal notes, and any channel you depend on (voice, chat, WhatsApp, social). List anything with no native equivalent — those are project risks, not configuration details.
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Build the business case
Model licence delta, migration effort, agent retraining, and the cost of staying put (Cost of Inaction). Executives approve a number, not a plan, and you will be asked for it again at the go/no-go.
Helpdesk Migration Planner Turn ticket volume into a dated Salesforce Service Cloud → Gorgias timeline -
Name owners and set the go/no-go date
One named owner each for data, configuration, integrations, and agent enablement, plus a decision-maker who can call a rollback. Put the go/no-go meeting in calendars now, 48 hours before the freeze.
Salesforce Service Cloud → Gorgias specifics
- Cost reduction
- Salesforce Service Cloud per-user licensing ranges from $25/user/month (Starter) to $500/user/month (Einstein 1 Service), with most mid-market teams on Professional ($80/user/month) or Enterprise ($165/user/month) editions. (salesforce.com) Beyond licensing, implementation costs for a small single-channel team typically run $8K–$25K, scaling to $25K–$80K for mid-market teams of 11–50 agents and $150K+ for enterprise programs — covering configuration, customization, and integrator fees. Gorgias starts at $10/month with ticket-based pricing and unlimited agent seats on all paid plans. One public
- Shopify-native integration
- Gorgias was built around Shopify from day one — order data, refund actions, and customer lifetime value surface inside every ticket without custom API work. (docs.gorgias.com) Salesforce has no first-party Shopify integration; connecting Shopify requires a third-party app.
- Operational simplicity
- Teams that don't need Salesforce's full CRM (Accounts, Opportunities, pipeline management) find they're paying for complexity they never use. Gorgias strips that to a ticket inbox with e-commerce context.
- Admin overhead
- Most Salesforce orgs need a certified Salesforce admin on payroll. Gorgias does not.
- Agency and DTC brand use cases
- E-commerce agencies managing multiple Shopify brands prefer Gorgias's per-store model over Salesforce's org-level architecture.
Don't move on until
- Record counts confirmed for tickets, contacts, organisations and macros
- Success criteria signed off by the support lead
- Freeze window provisionally booked with the business
02 Data Audit Find out what is actually in the data before you try to move it.
Objective A profiled, cleaned export with every quality defect either fixed at source or explicitly accepted.
Keep these open
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Take a full Salesforce Service Cloud export and profile it
Export to CSV or JSON and profile every file: row counts, null rates per column, distinct values, and type consistency. Compare row counts against the API totals from Discovery — a gap here means your export is silently truncated, usually by pagination.
Data Profiler Profile the Salesforce Service Cloud export for nulls, outliers and type drift -
Validate file structure before anyone writes a transform
Check delimiters, quoting, encoding (expect UTF-8, watch for BOMs and Latin-1), duplicate headers, and embedded newlines in ticket bodies. Ticket descriptions with raw newlines and commas break naive CSV parsers and silently shift columns.
A single unescaped quote in one ticket body can shift every subsequent column without any error.
CSV Validator Catch broken headers and ragged rows in the raw export -
Inventory PII and set retention
Scan for emails, phone numbers, payment card fragments, national IDs and anything else regulated in ticket bodies and custom fields — support tickets are where customers paste things they should not. Decide what gets migrated, masked, or dropped, and record the legal basis.
Ticket bodies and attachments routinely contain card and ID data that never appears in a structured field.
PII & Compliance Scanner Find regulated fields before they land in a new system -
Quantify duplicates, orphans and dead references
Count duplicate contacts (same email, different casing), tickets whose requester no longer exists, organisations with no members, and attachments whose parent ticket is gone. Fix these in Salesforce Service Cloud where you can — migrating them just moves the mess.
Data Cleaner Strip empty rows, stray whitespace and dead columns -
Clean and normalise the export
Trim whitespace, drop empty rows and columns, normalise casing on emails and tags, and standardise every timestamp to UTC ISO 8601. Timezone drift is invisible at load time and shows up weeks later as SLA reports nobody can reconcile.
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Produce a masked copy for sandbox work
Generate a realistic but fake version of the export for testing and for any vendor who needs sample data. Loading real customer PII into a sandbox is a breach in most jurisdictions, and sandboxes are rarely covered by your DPA.
PII Masker Generate a safe copy for sandbox and vendor testing -
Export Salesforce reports
Before decommissioning, export all historical CSAT, SLA, and agent performance data from Salesforce. This data does not exist in Gorgias.
Salesforce Service Cloud → Gorgias specifics
- REST API daily limit
- Enterprise Edition starts at 100,000 requests/24 hours + 1,000 per user license.
- Bulk API 2.0
- Up to 150 million records per 24-hour period. 15,000 batch submissions per day (shared between Bulk API 1.0 and 2.0). Each batch up to 10,000 records, 150MB per job.
- Query cursors
- REST queries return up to 2,000 records per response with a cursor for pagination. Cursors remain available for up to two days.
- Concurrency
- Maximum 25 long-running requests (20+ seconds) in production.
- File extraction
- ContentVersion binary content cannot be exported as CSV — requires individual REST API calls per file.
Don't move on until
- Export parses cleanly with no ragged rows or encoding errors
- PII inventory complete and retention decisions recorded
- Duplicate and orphan records quantified and triaged
03 Field Mapping Turn two schemas into one signed-off mapping spec.
Objective A reviewed field-level mapping covering every object, with an explicit decision for every field that has no target.
Keep these open
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Generate the first-pass Salesforce Service Cloud → Gorgias field map
Start from an automated match on both schemas, then review every row by hand. Automated matching gets the obvious 70% right and is confidently wrong on the rest — especially anything named "type", "status" or "custom_field_1".
Schema Mapper Opens pre-loaded with the Salesforce Service Cloud → Gorgias field pair -
Map status, priority and channel values, not just field names
Enumerate every value in each picklist on both sides and map them explicitly. Value-level mismatches are the defect class that survives all the way to production because the field itself mapped fine — a ticket that should be "Pending" arriving as "Open" reopens SLA clocks.
Statuses with no target equivalent (on-hold, pending-customer) need a policy decision, not a best guess.
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Decide how custom fields land
Create the target custom fields first, matching type exactly (a dropdown mapped to free text can never be mapped back). Where Gorgias has no equivalent, decide between a new custom field, a tag, or a note appended to the ticket body — and record which.
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Resolve identity and threading
Decide how source IDs are preserved — most platforms will not let you set the primary key, so keep the original ID in a custom field. Without it, reconciliation becomes fuzzy matching and every future support question about an old ticket is unanswerable.
Losing the original ticket ID makes reconciliation and rollback effectively impossible.
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Plan attachments, inline images and threading order
Confirm size limits, allowed MIME types, and whether inline images survive as attachments or need rehosting. Decide the comment ordering and author attribution rules: comments loaded out of order, or all attributed to the API user, destroy the conversation history agents rely on.
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Freeze and sign off the mapping spec
Version the spec, walk the support lead through it row by row, and get explicit sign-off. Any change after this point goes through change control — mid-flight mapping edits are how partial loads happen.
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Flatten Account hierarchy
Denormalize Account fields into Customer meta.
JSON to CSV Converter Flatten nested API responses into a reviewable sheet -
Map Status values
Salesforce's multi-state status (New, Working, Escalated, Closed) → Gorgias's binary (open, closed). Preserve the original status as a tag (e.g., sf-status-escalated).
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Map Priority
No native priority field in Gorgias. Create a custom Dropdown field or use tags.
Salesforce Service Cloud → Gorgias specifics
- Sanitize HTML
- Salesforce EmailMessage bodies often contain complex HTML or proprietary CSS classes. Run a sanitization pass (e.g., using bleach in Python or DOMPurify in Node.js) to strip malformed HTML before loading.
- Truncate subjects
- Gorgias ticket subjects max out at 998 characters.
- Standardize timestamps
- to ISO 8601 format (YYYY-MM-DDTHH:MM:SSZ).
- Base64-encode attachments
- or download binaries from ContentVersion.VersionData and host them temporarily for upload.
Don't move on until
- Every source field is mapped, deliberately dropped, or parked in a custom field
- Status, priority and channel value maps agreed with the support lead
- Mapping spec version-controlled and signed off
04 Test Migration Prove the pipeline on a small, representative slice.
Objective A pilot load into a Gorgias sandbox that reconciles cleanly and has been reviewed by real agents.
Keep these open
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Stand up a Gorgias sandbox that matches production config
Create the custom fields, groups, brands, business hours and SLA policies first. A pilot into a default sandbox tests nothing, because the failures you care about are all configuration mismatches.
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Pick a deliberately nasty pilot sample
Take 500-1000 records chosen for difficulty, not convenience: the longest ticket threads, tickets with the most attachments, non-Latin character sets, merged and split tickets, deleted requesters, and every status value. A clean random sample proves only that easy records are easy.
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Run the load with masked data and instrument everything
Log every API request and response with its source record ID. When 40 records fail out of 10,000 you need to know exactly which ones and why, without re-running the whole batch.
PII Masker Never load real customer PII into a sandbox -
Measure real throughput against the rate limit
Record achieved records-per-hour under Gorgias's actual rate limits, including retries and backoff. Extrapolate to the full volume: if the maths says the full load exceeds your freeze window, you fix that now, not on cutover night.
Published rate limits are ceilings, not throughput. Assume real-world rates are meaningfully lower once retries and backoff are counted.
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Reconcile the pilot and triage every failure
Diff source against target on record counts and field-level values. Every discrepancy gets a root cause and a fix — "probably fine" at pilot scale becomes thousands of broken records at full scale.
Migration Validation Tool Diff the pilot batch against source before scaling up -
Put real agents in front of the pilot data
Have two or three agents work sample tickets end to end in the sandbox. They find the things reconciliation cannot see: unreadable threading, missing context, macros that no longer make sense. Fix the mapping, then re-run.
Don't move on until
- Pilot batch reconciles to 100% on record counts
- Agents have reviewed sample tickets and confirmed they are workable
- Measured throughput extrapolates to a viable full-load window
05 Cutover Execute the switch inside a controlled, reversible window.
Objective All in-scope data live in Gorgias, agents working in the new system, and a rollback path that stayed available throughout.
Keep these open
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Pre-load history before the freeze
Load closed tickets and contacts days or weeks ahead while Salesforce Service Cloud stays live. Only open tickets and the final delta need to move inside the freeze — this is the single biggest lever on window length.
Helpdesk Migration Planner Size the freeze window from Gorgias's real API limits -
Publish the runbook with times, owners and abort criteria
A timed sequence: freeze start, final export, delta load, channel switch, smoke test, go/no-go, agent switch. Name who does each step and the explicit condition that triggers a rollback. Decide the abort criteria before the night, when nobody wants to be the one to call it.
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Freeze Salesforce Service Cloud and take the final delta
Stop new ticket creation, let agents finish in-flight replies, then export everything changed since the pre-load. Announce the freeze to the whole business, not just support — someone always tries to raise a ticket during it.
Tickets created during an unenforced freeze land in the old system and are the most common source of permanently lost data.
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Load the delta and open tickets
Run the delta load, then reconcile counts before touching any channel. Do not repoint email until the delta has verified — an inbound ticket arriving mid-load is far harder to untangle than a few extra minutes of freeze.
Migration Validation Tool Confirm the final delta landed before you reopen -
Repoint channels and verify with live traffic
Switch email forwarding and MX or connector settings, update chat widgets and web forms, and re-authorise integrations. Then send real test tickets through every channel and confirm each lands, routes and triggers the right automation.
Email forwarding changes can take up to a full DNS TTL to propagate — check the TTL days in advance and lower it if needed.
Cron Expression Builder Schedule the delta syncs that run through the freeze -
Run the go/no-go and switch the agents
Walk the exit criteria with the decision-maker, call it explicitly, then move agents over with a named person on hand for the first few hours. Keep Salesforce Service Cloud read-only rather than cancelled — cancelling the old contract on day one removes your only fallback.
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Rebuild automations
Salesforce Flows, Assignment Rules, and Escalation Rules have no migration path. Recreate equivalent logic using Gorgias Rules and Macros.
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Update email routing
Redirect inbound support email to Gorgias. This typically involves one of: (a) updating email forwarding rules at your email provider to forward support@yourdomain.com to the Gorgias forwarding address shown in Settings → Integrations → Email, (b) updating MX records if Gorgias is the primary mail handler for a support-specific subdomain, or (c) configuring an alias redirect in Google Workspace or Microsoft 365. Update SPF records to include Gorgias's sending IPs (provided in their email setup docs) and configure DKIM signing via Gorgias's DNS verification flow to maintain deliverability.
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Run a final delta sync
to catch any tickets created in Salesforce during the migration window.
Salesforce Service Cloud → Gorgias specifics
- Connect e-commerce
- Connect Shopify, email channels, chat widgets, and any other integrations to Gorgias. The Shopify integration should be operational before go-live — this is the whole point of the move.
- Train agents
- Gorgias's UI and workflow differ significantly from Salesforce's console. Budget 1–2 days of hands-on training.
Don't move on until
- Full historical load complete and counts matched
- Inbound channels repointed and verified with live test tickets
- Rollback decision point passed explicitly, not by default
06 Validation Prove the migration is complete, then close it out.
Objective Documented evidence that data, workflow and reporting all survived, and a signed acceptance.
Keep these open
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Run the full reconciliation
Compare source and target on every object: total counts, counts by status, counts by group, attachment counts, and field-level spot checks on a random sample. Produce one report you can hand to an auditor.
Migration Validation Tool Reconcile Salesforce Service Cloud and Gorgias record-for-record -
Verify field completeness, not just record counts
Re-profile the loaded data and compare null rates per field against the source profile. Matching record counts with a field that silently arrived empty is the failure mode counts alone will never catch.
Data Profiler Prove field completeness held up through the load -
Rebuild reporting and compare against baselines
Recreate your core dashboards — volume, first response time, resolution time, CSAT — and compare to pre-migration figures for the same period. Explain every variance; a changed SLA calculation is a real finding, not a rounding error.
SLA and first-response metrics are usually recalculated from the loaded timestamps, so they will differ if any timestamp mapping was approximate.
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Test the workflow layer end to end
Fire every trigger, automation, SLA escalation, macro and notification with a live ticket. Workflow does not migrate — it gets rebuilt — so it is untested until someone has actually watched it run.
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Confirm compliance and produce the audit trail
Re-scan the loaded data for regulated fields, confirm retention and deletion policies are configured in Gorgias, and file the evidence with your PII decisions from the audit phase.
PII & Compliance Scanner Produce the compliance evidence your auditor will ask for -
Sign off, then decommission on a schedule
Get written acceptance against the Discovery success criteria. Keep Salesforce Service Cloud read-only for an agreed period (30-90 days is typical), take a final archive export, and only then cancel. Diarise the decommission date so it does not quietly renew.
Don't move on until
- Full reconciliation report attached to the project record
- Reporting baselines match pre-migration figures within agreed tolerance
- Formal acceptance signed and archive retention scheduled
Field mapping reference
The field-by-field mapping for each object. Use this as the starting point for your mapping spec.
Salesforce Object Equivalent
| Salesforce Service Cloud field | Gorgias field | Notes |
|---|---|---|
| Case | Ticket | 1:1 mapping. Case comments → Ticket messages. |
| Contact | Customer | Email becomes the primary identifier. Phone as secondary channel. |
| Account | ❌ No equivalent | Flatten key Account fields into Customer tags or meta JSON. |
| Lead | ❌ No equivalent | Convert to Customer if support-relevant; otherwise exclude. |
| Opportunity | ❌ No equivalent | Exclude or archive externally. |
| Task / Event (Activities) | Internal note on Ticket | Lossy — Activities lose their standalone identity. |
| EmailMessage | Ticket Message | Map TextBody/HtmlBody → body_text/body_html. |
| CaseComment | Ticket Message (internal note) | Set channel: "internal-note" and from_agent: true. |
| Attachment / ContentVersion | Ticket Attachment | Download binary from Salesforce, re-upload to Gorgias. |
| Knowledge Article (KnowledgeArticleVersion) | Help Center Article | See dedicated Knowledge Base Migration section below. |
| Custom Objects | ❌ No equivalent | Store critical data in ticket meta field (JSON key-value), customer metafields, or tags. |
Cases Tickets
Cases map 1:1 to Tickets, but multi-stage statuses (New, Working, Escalated) collapse to open/closed, and priority values must be stored as tags or custom fields.
| Salesforce Service Cloud field | Gorgias field | Notes |
|---|---|---|
| CaseNumber | external_id | Direct mapping — useful for cross-referencing |
| Subject | First message subject | Truncate to 998 characters (developers.gorgias.com) |
| Description | First message body_text / body_html | Direct |
| Status (New, Working, Escalated, Closed) | status (open, closed) | Gorgias has only open/closed — map intermediate states to tags |
| Priority (High, Medium, Low) | Tag or custom ticket field | No native priority field in Gorgias |
| Origin (Web, Phone, Email) | channel (email, chat, phone, api) | Map to closest channel |
| CreatedDate | created_datetime | ISO 8601 format |
| ClosedDate | closed_datetime | ISO 8601 format |
| ContactId → Contact.Email | customer.email | Lookup Contact email during extraction |
| OwnerId → User.Email | assignee_user.email | Map to Gorgias agent; create agents first |
| Custom picklist fields | Custom ticket fields (Dropdown) | Pre-create in Gorgias. Dropdown imports max at 2,000 values and 5 nested levels. (docs.gorgias.com) |
| Custom text fields | Custom ticket fields (Text) | Field types: Dropdown, Number, Text, Yes/No only |
Salesforce Knowledge Help Center
| Salesforce Service Cloud field | Gorgias field | Notes |
|---|---|---|
| Title | Article title | Direct |
| Summary | Article description/excerpt | May need truncation |
| Body (Rich Text) | Article body (HTML) | Sanitize HTML; re-host images |
| DataCategoryGroupName → DataCategoryName | Category | Gorgias supports single-level categories; flatten multi-level Salesforce data categories |
| PublishStatus | Published/Draft | Map Online → Published, Draft → Draft, Archived → exclude or Draft |
| Language | Language (if multilingual Help Center) | Gorgias supports multilingual Help Center on higher plans |
| Article attachments | ❌ Not directly supported | Re-host files and link within article body |
Risk matrix
Per-object risk for this pair. Plan extra validation around anything marked high.
| Object | Risk | Notes |
|---|---|---|
| Tickets (Cases) | medium | Cases map 1:1 to Tickets, but multi-stage statuses (New, Working, Escalated) collapse to open/closed, and priority values must be stored as tags or custom fields. |
| Contacts (Customers) | low | Contacts map directly to Gorgias Customers using email as the primary identifier, though Gorgias does not support CSV import for customers and requires API-based creation. |
| Accounts | high | Accounts have no equivalent in Gorgias and must be flattened into Customer meta JSON or tags, losing queryability and the relational link to multiple contacts. |
| Custom Objects | high | Gorgias has no custom object support, so relational custom data like RMA requests or warranty claims cannot be structurally preserved and must be stored externally or serialized into JSON meta fields. |
| Custom Fields | high | Gorgias enforces a hard limit of 25 active ticket fields and 4 active customer fields with only four data types (Dropdown, Number, Text, Yes/No), requiring significant consolidation from Salesforce's unlimited custom field model. |
| Email Messages | low | Salesforce EmailMessage records map directly to Gorgias Ticket Messages with TextBody/HtmlBody mapping to body_text/body_html fields. |
| Case Comments | low | Case comments map to internal note messages on tickets by setting channel to internal-note and from_agent to true, preserving content but losing standalone identity. |
| Attachments | medium | Attachments require binary download from Salesforce ContentVersion and individual re-upload to Gorgias, with no bulk transfer mechanism and risk of orphaned files during migration. |
| Knowledge Articles | medium | Salesforce Knowledge articles can map to Gorgias Help Center articles, but data categories, article versioning, and complex category hierarchies require manual restructuring. |
| Activities (Tasks/Events) | high | Tasks and Events lose their standalone identity entirely and can only be preserved as internal notes on related tickets, with no way to maintain activity timelines or associations. |
The hard parts
What makes this specific migration difficult, beyond the mechanics.
No Native Migration Path
Gorgias only supports native import from Zendesk, requiring all Salesforce migrations to use custom API extraction, data transformation, and API loading pipelines.
Relational Hierarchy Flattening
Salesforce's Account → Contact → Case relational hierarchy has no structural equivalent in Gorgias's flat data model, requiring denormalization of Account-level data into Customer meta fields or tags.
Custom Object Data Loss
Gorgias does not support custom objects, so Salesforce custom object data (e.g., RMA requests, warranty claims) must be stored as JSON in meta fields, rendered as internal notes, or surfaced via external HTTP widgets.
Severe Custom Field Limits
Gorgias limits accounts to 25 active ticket fields and 4 active customer fields, making it impossible to directly migrate Salesforce's effectively unlimited custom field schema without extensive consolidation.
Status and Priority Mapping
Salesforce supports multi-stage case statuses and native priority fields, but Gorgias only offers open/closed status with no native priority field, requiring intermediate states to be preserved as tags or custom fields.
Attachment Binary Re-upload
File attachments stored as ContentDocument/ContentVersion records in Salesforce must be individually downloaded as binaries and re-uploaded to Gorgias tickets, as there is no bulk file transfer mechanism between platforms.
Tools used in this playbook
All free, all run entirely in your browser — nothing is uploaded.
FAQ
Can you migrate directly from Salesforce Service Cloud to Gorgias?
No. Gorgias's native import only supports Zendesk. For Salesforce Service Cloud, you need an API-based migration (Salesforce Bulk API extraction → data transformation → Gorgias REST API loading), a third-party migration tool like Help Desk Migration, or a managed migration service.
What Salesforce data can be migrated to Gorgias?
Cases map to Tickets, Contacts map to Customers, EmailMessages map to Ticket Messages, CaseComments map to internal notes, and Attachments can be re-uploaded. Accounts, Leads, Opportunities, and custom objects have no Gorgias equivalent — they must be flattened into tags or metadata, or excluded.
What are the Gorgias API rate limits for data migration?
Gorgias caps API requests at 40 per 20 seconds on API key authentication and 80 per 20 seconds on OAuth2. Enterprise plans may have custom limits. There is no bulk import API — each ticket, customer, and message requires a separate REST call.
How long does a Salesforce Service Cloud to Gorgias migration take?
It depends on volume. At Gorgias's max API throughput (40 req/20s), importing 100,000 tickets with 3 messages each takes roughly 55 hours of continuous import. Including extraction, transformation, testing, and validation, budget 1–3 weeks for a mid-size migration.
How do I handle inactive Salesforce users in Gorgias?
Map all historical tickets owned by inactive Salesforce users to a single 'Legacy Agent' profile in Gorgias. This preserves assignment history without paying for unnecessary Gorgias licenses.