Move from Gorgias to Hushdesk
What comes across from Gorgias today (macros, views, tags, ticket fields and team names), what is still to come, and how to plan the switch.
Last updated 2 min readPreview
Many teams come to Hushdesk from Gorgias. The parts that make a team fast, its macros, views, tags and fields, can come across today. Ticket history and rules follow later. Your Gorgias account is only read, never changed.
Before you start
- Who can do this: owners and admins.
- Plan: all plans.
- What you need: a Gorgias API key with read access, created in your Gorgias account, and a date for the switch.
- Time: the import is done by our team; switching email and chat takes about 15 minutes.
Step by step
- Ask our team for a Gorgias import through Settings > Apps > Can’t find your app? or support. Mention your Gorgias account.
- Create a read-only API key in Gorgias when we ask for it.
- After the import, open Settings > Imports ("Moving over from Gorgias. Read-only import: nothing is changed in Gorgias.").
- Check Gorgias: imported: macros, views, tags, ticket fields and team, with counts.
- Invite your team. See Invite your team.
- On switch day, point your support mailbox's forwarding at Hushdesk. See Connect your support email.
- Replace the Gorgias chat snippet with the Hushdesk one. See Install live chat on any website.
- Send a test email and a test chat.
What happens next
Imported today
| Item | Notes |
|---|---|
| Macros | With their actions (tags, status, fields) |
| Views | Duplicates merged |
| Tags | With colours |
| Ticket fields | Outcome is required before closing |
| Team | First names only |
Still to import
| Item | Notes |
|---|---|
| Tickets | Last 90 days plus every open ticket. Runs once the production database is live. |
| Customers | Imported with their tickets. |
| Rules | Mapped into Workflows. |
Self-serve import and ticket history. A one-click Import from Gorgias app, ticket and customer history and rule mapping are planned. See Import from Gorgias status.
Tips
- Review imported macros in Workflows > Macros and delete the ones nobody uses.
- Rebuild your top three Gorgias rules first with the rule builder's templates. See Create a rule.
- Keep Gorgias read-only for a month so the team can look up old tickets.
- Hushdesk has unlimited seats, so invite everyone who had a Gorgias seat, and more.
Troubleshooting
The Imports page shows 0 for everything
No import has run for this workspace yet. Ask our team to run it.
Frequently asked questions
What can Hushdesk import from Gorgias today?
Macros with their actions, such as tags, status and fields, your views with duplicates merged, tags with their colours, ticket fields and your team's first names. Our team runs the import for you with a read-only Gorgias API key. Nothing is changed in your Gorgias account.
Can I import my Gorgias ticket history?
Not yet. Importing tickets, the last 90 days plus every open ticket, and the customers that come with them is planned and runs once the production database is live. Until then, keep Gorgias available for looking up old conversations during the switch.
Are my Gorgias rules imported?
Not yet. Rules are planned to be mapped into Hushdesk Workflows. Meanwhile, rebuild your most important rules with the rule builder, which has templates for round robin, closing after no reply, keyword tags, urgent words and merging repeat tickets.
Is there a self-serve Gorgias import button?
Not yet. Import from Gorgias is listed as coming soon in the app directory. Today our team runs the import for you. Ask through Request an integration or support, and the Imports page then shows what came across and what is still to come.
Will customers notice when we switch from Gorgias?
They should not. Customers keep writing to the same support address, which you forward to Hushdesk instead of Gorgias, and you replace the Gorgias chat snippet with the Hushdesk one. Plan the switch for a quiet hour and send a test email and a test chat afterwards.
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Related articles
- Import from Gorgias (coming soon)Coming soonA self-serve Gorgias import is coming soon. Our team can already bring your macros, views, tags and fields across. See what is included.
- Connect your support emailBring your support mailbox into Hushdesk in about five minutes. Add the address, forward it to your private Hushdesk address and send a test.
- Create and manage macrosWrite saved replies your team sends most, add actions such as tags or status, use variables for names and order details, and keep the list tidy.
- Create a rule to automate ticketsBuild a When, If, Then rule that tags, assigns, prioritises, snoozes or answers tickets automatically, test it on recent tickets and switch it on.
- Request an integration or vote for an appVote for apps marked Soon, request an app that is not listed, or ask for a custom integration for your store, then follow its status in Settings, Apps.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.