Gorgias Data Migration Checklist

Let me guess: you have been thinking about changing your current help desk platform to a new one, but the complexity of the process was holding you back? No one would truly argue that the procedure of data migration is a challenging one.

However, we have a piece of good news for you: our Help Desk Migration service team can help you to effortlessly migrate your data from one platform to another. Moreover, we are happy to mention that we support a wide range of help and service desk platforms. Our HDM service is highly automated, intuitive, reasonable in price, and constantly supported by our super-friendly agents. Sounds persuasive? Keep reading this article to know what you need to do in order to initiate your desired data transfer.

There is just one important thing you have to do from your side before we migrate the records from your current platform to a new one of your choice: go through the preparation stage. For you to accomplish this task successfully, we have developed a detailed guide that will accompany you during the whole process. If your target platform is Gorgias, please go through this gorgeous data migration checklist and follow our step-by-step instructions.

Note: keep in mind that this checklist is exclusive to Gorgias, with all its features and limitations, and is not suitable for other platforms.

What Entities Cannot Migrate to Gorgias

There is one thing we need to mention before we delve into the checklist: our tool cannot migrate each and every entity from your old platform to Gorgias. And we want you to have a full picture of what to expect from the data transfer. Here is a list of entities that are not available for import to Gorgias:

  • Organizations
  • Groups
  • Inline Images
  • KB Articles
  • KB Attachments
  • Custom Fields
  • CC in Tickets
  • Attachments that are larger than 10 MB (they will be skipped during the migration process)

Despite the fact that the list seems a bit extensive, all the core data can still be transferred to Gorgias. Nevertheless, if you want to preserve any of the data that is listed above, just drop us a line. Our HDM support agents will be glad to take a deeper look at your case and do their best to find a proper solution for you (such as personalized data transfer).

Before You Set up the Migration

A famous Latin proverb says that “to win a war quickly takes long preparation.” In our turn, we state that to transfer your data successfully you need to prepare everything accurately. So what are we waiting for? Let’s start the preparation for your data migration.

1. Choose a date for migration

We understand that you might not consider choosing a date for migration to be something you should do first. However, as our experience shows, the date of your data transfer might have a direct impact on the process itself. Please take the following factors into account while choosing the right date to import your entities into Gorgias from your old platform:

  • Give your team enough time to prepare. Since your team will have to do the most substantial part of work during the pre-migration preparation phase, it’s vital not to rush your agents. Keep in mind that there is a long list of things to do before the migration (don’t worry, by the way, as we will discuss it in detail in the course of this article), so your team has to have enough time to ensure the preservation of your data integrity.
  • Be ready to face downtime. It might take up to 24 hours from the beginning of the migration till you’ll be able to use your Gorgias account. The exact time depends on the amount and quality of the data you want to transfer, but we recommend you to plan the migration on the day with the smallest amount of platform-related work in any case so that you’ll be able to minimize the loss.

Now you get why it is principal to start your ‘migration journey’ by selecting a suitable date. A properly chosen date is the first step of every preparation process, right?

2. Speak to your team

So you have made a decision concerning a date for your data transfer. Now, it’s a good time to gather a meeting with your team, since their work will be affected by the upcoming data migration. At this meeting, you can discuss a reversal of your agents’ normal workflow caused by the transfer to a new platform. Moreover, you can delegate responsibilities connected to the preparation for migration (such as closing tickets, filtering the existing data, etc.) to your co-workers. Since the pre-migration stage is time-consuming, the sooner you organize a meeting with your team, the better.

A tip from the HDM team: set a reminder a day before, to prevent someone from continuing work on your current help desk and accidentally changing the essential data. It can be an email, a group call, a calendar event, or whatever works best for you.

Keep in mind that the data migration will have an impact on your customers, too. That’s why it will be a nice thing if you notify them about the time and reason for the downtime by writing a notification blog post. This way, your customers will be more lenient to you not only on the cut-off date but also after it, when you will be still learning how to work with their requests through the Gorgias platform.

3. Clean up your data

After choosing a date for migration and speaking to your team, you can start to prepare your data for the transfer. If you have been using your current platform for a while, you might want to go through your existing data manually and clean it up. Take care of such old weight as duplicates, outdated profiles, invalid emails, and unassigned ticket conversations, so that the data you’ll transfer to Gorgias won’t be that messy. Believe us or not, if you haven’t used certain records for about a year, you probably won’t use them in the future. Indeed, the cleaning process might be time-consuming, but definitely worth the effort, as your workspace will become clean and well-organized.

A tip from the HDM team: ask your agents who deal with the data on a daily basis to go through the records and decide what to keep and what can be left out. We’ve mentioned it above already, but our service charges per migrated record, so the fewer entities you migrate, the less you’ll have to pay.

In case you do not have enough time or agents for the manual cleaning of your data before the transfer, you can request automated filtering by our HDM team. Simply tell us the criteria you want to use while filtering your data, and we will do the work for you. Yes, this option is not free, but it will allow you to save your time and effort.

4. Consider the peculiarities and limitations of Gorgias

In order not to experience any unexpected surprises after switching to Gorgias, it is preferable to go through the peculiarities and limitations of the platform. The most essential one is the following: you can do a custom migration of tickets together with all the messages (more than 30-40 comments), however, the updated date will be considered the date of the migration. You can change the updated date of the already migrated tickets by renewing the ticket update time after the creation of comments.

5. Contact HDM team

We are happy to let you know that the most time-consuming part of your pre-migration preparation is over now. At this point, you should get in touch with our HDM team. Contact us in order to discuss the upcoming data transfer in detail: ask questions, agree on your further actions, and discuss the possibility of customizing your data migration according to your requirements.

You’re almost ready

1. Disable rules

It is essential to disable rules before migrating to Gorgias. Unless you do this, the tickets might change statuses (for example, closed tickets might become open), and customers and agents might receive notifications about ticket creation. So, to disable rules in Gorgias, go to Settings > Rules. Then, check what rules are ‘On’ and disable them by clicking the toggle.

Disable Rules Gorgias Screenshot

2. Run a demo migration

With the help of our HDM service, you have a chance to run a free demo migration of a portion of your data before initiating the Full Data Migration. This option will allow you to test our tool and understand the way it works before proceeding with the payment for the whole data transfer.

The first benefit of our free demo migration lies in the fact that it reflects the process of the Full Data Migration by transferring twenty random tickets from your current platform to Gorgias. The second benefit is that the trial migration takes about five minutes. Moreover, it can be repeated as many times as you wish: you can always re-do the demo migration if you notice that something doesn’t line up or look as you wanted it to after the trial. Feel free to change the mapping settings, do the needed adjustments, and re-run the demo migration, if needed.

Note: keep in mind that the test portion of data will be automatically deleted after the demo migration, so you won’t have duplicates after importing the whole data to Gorgias.

After the Demo Migration

1. Check the results in Gorgias

It is essential to check the results of the demo migration after it is complete. Here is how you do it: as soon as the trial transfer is over, you will see a page with downloadable reports with the IDs of migrated records on your screen. Your task will be to go through them carefully and to check whether the records were imported into Gorgias the way you wanted them to. As a consequence, you will reassure yourself that the Full Data Migration will be done in a proper way.

During the check-up of the demo migration results, make sure that:

  • all the comments got migrated, and the authors of the comments correspond in your source platform and in Gorgias;
  • the tickets are assigned to the correct agents;
  • the customers and the attachments migrated correctly.
Note: it’s crucial to check each ticket, primarily its location and quality features, to detect any issues right away.

Keep in mind that we have prepared for you a detailed guide with a step-by-step explanation on how to check the result of your demo migration.

In case you have checked the results of your trial data import into Gorgias, and you are satisfied with how the process went, feel free to proceed to the next step. If there is something out of place, you should contact us immediately and let our agents investigate the issue in order to receive a possible way out.

2. Request a custom demo

As we have already mentioned above, our tool will choose twenty tickets for a test migration in a random way. However, if you want to see how some specific tickets (with more replies, attachments, or notes than your usual ones) will be imported into Gorgias, you are able to request a custom demo. In such a case, drop us a line and ask for a customized demo migration so that we will transfer the specific ticket IDs of your choice.

Before the Full Data Migration

1. Keep in mind the basics

We have already recommended you to schedule the Full Data Migration for a day with the smallest amount of platform-related work. It doesn’t matter whether you plan to give your current help desk over or to move only separate teams to Gorgias. In both cases, it is preferable not to use your platform until the migration process is over. However, in case you cannot postpone the work on your source help desk during the migration process, you can still use it. Keep in mind, though, that the records created and updated in the period of time when the Full Data Migration is running will not appear in Gorgias automatically. If you don’t want to lose that data, request a delta migration. Our agents will migrate those records for you for an extra fee.

2. Initiate the Full Data Migration

There is no doubt that a lot of work has to be done during the pre-migration stage. Don’t worry, though, as this challenging part of work is over now. From this point, the Migration Wizard will do all the work for you. Simply press the ‘Start’ button and initiate the Full Data Migration so that all the records will be transferred from your current platform to Gorgias one by one.

Note: keep in mind that the Full Data Migration will only begin after the two following requirements are fulfilled:

  • The payment is confirmed. Due to the fact that it might take some time, we recommend you to pay in advance. Moreover, you can also take advantage of our ‘schedule’ feature and choose a preferable time and date of the migration.
  • You’ve agreed with the checklist. Click on the corresponding field to open a mini checklist of the important steps you should take before the data transfer. Don’t forget to put a tick in a checkbox if everything looks good.

3. Don’t change anything

You already know that the process of the Full Data Migration might take up to 24 hours, depending on the number of records you want to transfer. That’s why we assume that there is a chance for you to decide on something that you want to change during this period of time. However, we want to stress that you shouldn’t alter anything on your own after the migration process was initiated. Unless you wait for it to be complete before applying any changes, it might have a negative impact on the data transfer or even lead to its failure.

There are two following suggestions of what to do in case you want to change something during the transfer:

1. Wait till the Full Data Migration is complete and only then apply the necessary changes.

2. Contact our support team and allow them to investigate the issue for you so that they will try their best to help you out.

A tip from the HDM team: you don’t have to sit in front of the computer screen during the Full Data Migration. Simply check on the transfer from time to time, or ask your agents to do so. Our team will keep a close eye on the process of migration and contact you right away in case something would seem out of place.

After the Import is Done

1. Examine everything

The first and foremost thing you need to do after the Full Data Migration is complete is to check whether everything went smoothly. The same way you have done it after the demo migration, you’ll have to examine the data migration results. Again, you will see a page with downloadable reports right after the data transfer is over. Check each file carefully by examining all the IDs. Keep in mind that this time you might need quite a bit of time, or help from your agents, as it’s no longer a tiny test portion of data.

Your task is not only to check the number of migrated records but also to control whether they are readable and in the right place. It is important to know that the sooner you check your records after the Full Data Migration, the better. The thing is that we provide you with an option of a free correction of the migration results on our behalf within five days after the data transfer date. Therefore, get in touch with us as soon as possible in case you notice something out of place within your migrated records.

2. Set up a new platform

Well done! After a long way, your Gorgias platform is almost ready to be running now. Several final touches you need to do before returning to your normal workflow: enable all the notifications that you had to turn off before the migration process, redirect email forwarding, and set the necessary settings. Eventually, remember to update the Knowledge Base links. Now you can enjoy your new platform to its fullest!

Wrapping It Up

All things considered, we have gone through the whole process of data import into the Gorgias platform in this checklist. There is no doubt that the procedure is challenging and time-consuming, but we hope that our detailed step-by-step guide has helped you out here. As to the data migration itself, our Help Desk Migration service will take care of everything, so you don’t have to worry that your data will be transferred from your old platform to Gorgias smoothly and effortlessly.

If, after reading this Gorgias data migration checklist, you still have any questions, contact our HDM team. Simply click on the chat icon at the bottom right corner of your screen and our agents will be happy to help you out.

More data migration checklists here.

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