Zoho Desk to Gorgias migration requires API-to-API scripting — there is no native importer. The hardest parts are Zoho's thread extraction costs and fitting unlimited custom fields into Gorgias's 25-field cap.
Migrating from Zoho Desk to Gorgias requires a fully custom API-driven approach, as Gorgias provides no native importer for Zoho Desk data. The two platforms have fundamentally incompatible data models: Zoho Desk's department-centric, multi-module architecture (Tickets, Threads, Comments, Contacts, Accounts, Departments, Blueprints) must be structurally translated into Gorgias's flatter, e-commerce-native schema (Tickets, Messages, Customers, Tags, Teams). Critical data loss risks include Zoho Desk's multi-stage custom statuses collapsing into Gorgias's binary open/closed API states, unlimited custom fields being constrained by Gorgias's hard cap of 25 active ticket fields and 4 active customer fields, and conversation threads being entirely absent from Zoho Desk's CSV export. A complete migration requires REST API extraction from Zoho Desk with OAuth token management, field-level mapping decisions documented before any code is written, and sequential object creation in Gorgias to preserve relational integrity across customers, companies, and tickets.
Read this first
Pair-specific gotchas that catch teams out. Each one has cost somebody a weekend.
TL;DR — Zoho Desk to Gorgias Migration
A Zoho Desk to Gorgias migration requires a custom API-driven approach — Gorgias has no native importer for Zoho Desk. Realistic timeline: 2–4 weeks end to end. The primary risks are silent data loss from model mismatches: Zoho Desk's multi-stage ticket statuses collapse to Gorgias's 2 API statuses (open and closed), Zoho Desk's unlimited custom fields must fit into Gorgias's 25 active ticket field limit, and Zoho's CSV export does not include ticket threads or comments. You must extract data via the Zoho REST API, handle rolling credit and concurrency limits, reconstruct the ticket lifecycle in Gorgias's e-commerce-native data model, and refresh OAuth tokens during multi-day extractions. Teams with under 10,000 tickets and simple schemas can self-serve with scripts. Everyone else should plan for API orchestration challenges or use a managed migration service.
Custom statuses are lost
If your Zoho Desk instance uses custom statuses beyond the four defaults, you must decide per-status whether to map to open or closed. Preserve the original status as a tag (e.g., zoho-status:waiting-on-vendor) so agents can filter and find them post-migration.
Attachment limitation
The backup includes secure download links for attachments, not the actual files. You must use the Zoho Desk API to fetch each attachment using those links before they expire. Plan for this as a separate extraction step. The backup has a 10 million record cap. Only the primary contact on the Zoho account can create and download backups — not just any admin.
Budget your API credits before starting
For a 50K-ticket migration with threads, comments, and attachments, expect to consume 275,000–350,000 API credits on the Zoho side alone. If you're on the Standard plan (50,000/day), that's 5–7 days of extraction just from rate limits — across which you will need multiple OAuth token refreshes.
The 100-ticket pagination limit
Zoho's GET /api/v1/tickets endpoint returns a maximum of 100 tickets per page. For 500,000 tickets, that is 5,000 API calls just for parent tickets, plus up to 500,000 calls for threads, plus 500,000 calls for comments. Monitor your daily credit consumption. You may need to spread extraction across multiple weeks on lower-tier plans.
Payload size limits
Gorgias has a hard limit on ticket payload size. If a Zoho ticket has hundreds of threads with large inline base64-encoded images, the Gorgias API will reject the payload with a 413 Payload Too Large error. Strip all base64 inline images from HTML bodies, replace them with externally hosted URL references (see the inline image fix below), or split massive Zoho tickets into multiple Gorgias tickets (e.g., "Ticket Subject — Part 1", "Ticket Subject — Part 2").
Disable Zoho email fetching immediately after cutover
If Zoho Desk continues to fetch emails after your MX records point to Gorgias, the same inbound message may create tickets in both systems. Disable or delete the Zoho mailbox integration before completing DNS propagation.
Run a pilot batch first
Export and import 500 tickets as a validation batch. Check thread ordering, attachment rendering, status mapping, and custom field values before committing to the full run. Catching a mapping error on 500 tickets costs an hour. Catching it on 50,000 costs a week.
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 Zoho Desk
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 Zoho Desk → 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.
Zoho Desk → Gorgias specifics
- Native Shopify/BigCommerce integration
- Gorgias surfaces live order data, refund actions, and shipping status directly in the ticket sidebar via the integrations field on tickets (see Gorgias ticket integrations docs). Agents can issue refunds, duplicate orders, and cancel items without leaving the conversation. Zoho Desk's e-commerce integrations are marketplace add-ons that require separate windows and lack write-back capabilities.
- Continuous conversations vs. discrete tickets
- Gorgias treats customer interactions as an ongoing timeline — a closed conversation reopens when a customer replies. Zoho Desk treats tickets as distinct, isolated units, which frequently leads to duplicates when customers follow up on a closed issue.
- Ticket-based pricing vs. agent-seat pricing
- Gorgias charges by monthly ticket volume, not per agent seat — all paid plans include unlimited agent seats. Zoho Desk's Professional plan charges per agent per month. For teams with 10+ part-time agents or seasonal staff, Gorgias's model can reduce per-resolution cost significantly.
- Simpler data model
- Teams that found Zoho Desk's Departments, Blueprints, and multi-module architecture (Tasks, Calls, Events) heavier than needed often prefer Gorgias's focused ticket-and-message model.
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 Zoho Desk 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 Zoho Desk 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 Zoho Desk 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
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 Zoho Desk → 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 Zoho Desk → 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.
Zoho Desk → Gorgias specifics
- Encode as tags
- A Zoho field like Priority Tier = Gold becomes a tag priority-tier:gold.
- Store in the meta object
- Gorgias tickets and customers both support a freeform meta JSON field for structured key-value data. It is queryable via API but not visible in the UI without a custom widget.
- Drop low-value fields
- If a field was only populated on fewer than 5% of tickets, it likely doesn't justify migration effort.
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 Zoho Desk 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 Zoho Desk 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 Zoho Desk read-only rather than cancelled — cancelling the old contract on day one removes your only fallback.
Zoho Desk → Gorgias specifics
- Agents can't find old tickets
- Gorgias's department-scoped views don't exist natively — agents accustomed to Zoho Desk's department silos need to learn Views and tag-based filtering. Build and share the equivalent Views before go-live, not after.
- Shopify customer merge conflicts
- If Gorgias auto-created customer records from your Shopify store, migrated Zoho contacts with the same email will return existing records (HTTP 200) rather than create new ones. Test this during the pilot batch to confirm your ID mapping logic handles 200 responses correctly.
- Reporting baseline reset
- Gorgias's built-in analytics only cover data created in Gorgias. Historical Zoho Desk metrics — SLA compliance rates, first-response time distributions, resolution time by category — will not carry over as computed values. Export all Zoho Desk reports before decommissioning the instance, and store them externally.
- Automation gaps
- Gorgias Rules do not auto-populate from Zoho Desk Blueprints and Workflow Rules. Identify your top 10 highest-volume automations in Zoho Desk (by tickets affected per day) and rebuild those as Gorgias Rules before go-live. Lower-priority automations can be built iteratively post-launch.
- Webhook reconfiguration
- If your Zoho Desk instance sent webhooks to internal tools (CRMs, ERPs, BI platforms), reconfigure those integrations to consume Gorgias webhooks. Gorgias's webhook system triggers on ticket created, updated, message created, and customer created events.
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 Zoho Desk 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 Zoho Desk 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.
Zoho Desk Gorgias
| Zoho Desk field | Gorgias field | Notes |
|---|---|---|
| Ticket | Ticket | 1:1, but status model differs significantly |
| Thread (public reply) | Message (channel: 'email') | Each thread becomes a message on the ticket |
| Comment (private note) | Message (channel: 'internal-note') | Internal notes map directly |
| Contact | Customer | Customer is keyed by email address |
| Account (Organization) | Company (limited) or tag/metadata | Gorgias Company object is less featured than Zoho Account |
| Department | Tag or Team | No native department routing in Gorgias |
| Agent | User | Agents map to Gorgias users; must pre-exist before ticket import |
| Custom Fields | Ticket Fields / Customer Fields | Gorgias caps at 25 active ticket fields, 4 active customer fields |
| Products | No equivalent | Store in ticket meta or drop |
| Activities (Tasks, Calls, Events) | No equivalent | Cannot be migrated |
| Blueprints | Rules | Manual rebuild required; no import path |
| KB Articles | Separate migration | Gorgias Help Center is a distinct module |
| Attachments | Message attachments | Must be downloaded from Zoho and re-uploaded via Gorgias API |
| Shopify order linkage | integrations field on Ticket | Critical for e-commerce teams; set during ticket creation |
Risk matrix
Per-object risk for this pair. Plan extra validation around anything marked high.
| Object | Risk | Notes |
|---|---|---|
| Tickets | medium | Ticket metadata maps reasonably well 1:1, but status translation from Zoho Desk's multi-stage lifecycle to Gorgias's binary <code>open</code>/<code>closed</code> model introduces silent data loss risk if custom statuses are not explicitly mapped before migration. |
| Threads and Comments | high | Conversation threads and private comments are entirely absent from Zoho Desk's CSV export and must be extracted via the REST API, making them the highest-risk entity for data loss if the extraction pipeline is not correctly implemented. |
| Contacts and Customers | low | Zoho Contacts map directly to Gorgias Customers keyed by email address, and Gorgias returns existing records rather than creating duplicates, reducing the risk of data corruption, though pre-existing Shopify-synced customers require careful ID reconciliation. |
| Accounts and Companies | medium | Zoho Desk's Account object supports custom fields and hierarchical parent-child relationships that have no equivalent in Gorgias's limited Company object, resulting in structural data loss for B2B teams that rely on account-level organization. |
| Custom Fields | high | Gorgias enforces hard caps of 25 active ticket fields and 4 active customer fields against Zoho Desk's virtually unlimited custom fields, requiring a mandatory pre-migration audit and potential loss or downgrade of field data for any fields that exceed the limits. |
| Attachments | high | The Zoho Desk Data Backup provides only expiring secure download links rather than the actual files, requiring a separate time-sensitive API extraction step before links expire, and then a full re-upload to Gorgias for every attachment. |
| Tags | low | Tags have no structural equivalent mismatch between the two platforms and can be migrated directly, with additional tags recommended as a preservation strategy for dropped entities such as departments, custom statuses, and excess custom fields. |
| Departments | medium | Zoho Desk Departments have no native equivalent in Gorgias and must be translated to either tags with corresponding Views or Gorgias Teams, requiring a manual rebuild of all department-based routing logic in Gorgias's Rules engine. |
| Automation and Blueprints | high | Zoho Desk Blueprints and automation rules have no import path into Gorgias and must be fully manually rebuilt as Gorgias Rules, with no tooling available to assist the translation. |
| Activities (Tasks, Calls, Events) | high | Zoho Desk's Activities module, including Tasks, Calls, and Events, has no equivalent object in Gorgias and cannot be migrated, resulting in complete data loss for these entities. |
The hard parts
What makes this specific migration difficult, beyond the mechanics.
No Native Import Path
Gorgias provides no built-in importer for Zoho Desk, requiring a fully custom API-orchestrated pipeline to extract, transform, and load all data entities.
Status Model Incompatibility
Zoho Desk supports unlimited custom multi-stage ticket statuses, while Gorgias enforces a strict binary API status model of <code>open</code> or <code>closed</code>, requiring explicit mapping decisions for every custom status before migration begins.
Custom Field Hard Limits
Gorgias caps active ticket fields at 25 and active customer fields at 4, meaning Zoho Desk instances with more custom fields require a pre-migration audit to decide which fields to migrate, encode as tags, store in the <code>meta</code> JSON object, or drop entirely.
Conversation Thread Extraction
Zoho Desk's built-in CSV export excludes all ticket threads and private comments, making REST API extraction mandatory to preserve full conversation history.
Attachment Re-upload Requirement
Attachments cannot be transferred directly between platforms; each file must be individually downloaded from Zoho Desk via its API and then re-uploaded to Gorgias as a separate operation tied to the corresponding migrated message.
Relational Object Pre-Creation Order
Gorgias requires that agents, customers, companies, and teams exist before tickets referencing them are created, demanding a strict sequential import order and a persistent local ID-mapping store to link Zoho Desk IDs to newly created Gorgias IDs.
Tools used in this playbook
All free, all run entirely in your browser — nothing is uploaded.
FAQ
Does Gorgias have a native importer for Zoho Desk?
No. Gorgias has a built-in importer for Zendesk only. Zoho Desk to Gorgias migrations require API-to-API scripting, a third-party migration tool, or a managed migration service.
Does Zoho Desk CSV export include ticket threads and comments?
No. Zoho Desk's CSV export (Setup → Data Administration) exports ticket metadata only — it does not include threads or comments. You need the Data Backup feature or the REST API to extract full conversation history.
How long does a Zoho Desk to Gorgias migration take?
For a typical 50,000-ticket migration, expect 2–3 weeks end to end, including script development, extraction (constrained by Zoho's daily API credit limits), import (constrained by Gorgias's rate limits), delta sync, and validation.
How do Zoho Desk ticket statuses map to Gorgias?
Gorgias has only two API-level statuses: Open and Closed. Zoho Desk's Open and Escalated map to Open. On Hold and Closed map to Closed. Custom statuses should be preserved as tags for post-migration filtering.
What Zoho Desk data cannot be migrated to Gorgias?
Activities (Tasks, Calls, Events), Blueprints, Products, and the full Account/Organization hierarchy have no direct Gorgias equivalent and cannot be migrated as-is. Account names can be stored as customer tags or metadata.