How to Migrate from Gorgias Without Losing Ticket History
How do you migrate from Gorgias without losing ticket history? Export a backup of your tickets, customers, tags and macros from Gorgias. Then run the new helpdesk next to Gorgias until your history and automations check out. REP AI's Rep Inbox migrates Gorgias tickets and keeps Gorgias connected unless the migration succeeds.
Last updated November 6, 2026. Gorgias export details were checked on docs.gorgias.com and developers.gorgias.com, and REP AI details on hellorep.ai, on that date.
Key Takeaways
• Treat migration as a checklist: export, keep, rebuild, run in parallel, re-point, test, then cut over.
• Gorgias lets you export tickets to CSV and macros to CSV. Help Center articles need a request to Gorgias support, as listed in Gorgias's docs in November 2026.
• A CSV is a backup, not a migration. Check whether your new helpdesk imports history directly, and what it leaves behind.
• Rep Inbox, REP AI's own helpdesk, migrates tickets, customers, tags, priorities, assignments, internal notes, attachments and most customer fields from Gorgias, with a preview first.
• You do not have to leave Gorgias. REP AI can answer first and open tickets in Gorgias.
What should you decide before you migrate from Gorgias?
Start with the reason for moving. Cost, channels, AI and workflow are different problems, and some are solved without a migration. Write down what the new setup has to do better. Then you can judge the move against that list.
Also decide what history you need. Some teams need every closed ticket for refunds, disputes and training. Others only need open tickets and the last year. The answer sets how much you export and how much you ask the new helpdesk to import.
What should you export and keep from Gorgias?
Export first, even if your new helpdesk imports history for you. A backup protects you if the import skips something. Keep these items:
Tickets and message history
Gorgias's docs say you can export tickets from any view with a bulk action, and that exports arrive as an emailed link to a CSV file. The view export holds ticket metadata, not message text. To get message text, use the analytics drill-down and choose "Export with message content". Gorgias's docs say that export includes public messages only, not internal notes, and is limited to the most recent 30 days of the selected period and a maximum of 100,000 tickets. The download link stays active for 14 days.
For anything the standard CSV leaves out, Gorgias's docs say you can contact Gorgias support for a custom export. They list ticket messages, CSAT, Help Center content, tags and macros among the data available that way.
Customers and tags
Gorgias's developer docs list API endpoints for customers and tags. Both return results in pages of up to 100 records. If your new tool does not import customers directly, the API is the route to a complete customer list. Keep the tag list too, because tags usually drive your reporting and routing.
Macros
Gorgias's docs say you can export every macro as a CSV from Settings, Productivity, Macros. The columns are name, body_text, tags and id. Formatting is not preserved when macros are imported as new ones, so expect to restyle some replies.
Rules and automations
Gorgias's developer docs list a rules endpoint that returns rules in pages of up to 100. We did not find a one-click rules export in Gorgias's docs. In practice, screenshot or copy each rule's conditions and actions so someone can rebuild it by hand. Few helpdesks import another vendor's rules.
Help Center
Gorgias's docs say direct export of Help Center articles isn't available, but you can contact Gorgias support to request a data export. Do that early. If your new setup will answer questions from a help center, you also need those articles live at the new location.
Integrations
Gorgias's developer docs list an integrations endpoint. Use it, or the Settings screen, to write down every connected app: Shopify, shipping, returns, reviews, loyalty and email marketing. Each one needs reconnecting in the new tool.
What moves, and how?
This table shows the export route for each item, as listed in Gorgias's docs in November 2026, and what to check after the move.
| Item | Gorgias export route | What to check after |
|---|---|---|
| Tickets and messages | Bulk-action export from any view (CSV, metadata). Analytics export "with message content" (public messages only, last 30 days of the period, up to 100,000 tickets). Custom export through Gorgias support. | Open and closed counts match. Spot-check 20 tickets for message order, attachments and internal notes. |
| Customers | Customer list endpoint in the Gorgias API (up to 100 per page). | Duplicates, merged profiles and email addresses. Shopify order history shows beside the customer. |
| Tags | Tag list endpoint in the Gorgias API. Ticket tags also appear in the ticket CSV. | Tag names are consistent and reports that depend on them still work. |
| Macros | "Export Macros as CSV" in Settings, Productivity, Macros. | Formatting, variables and tags. Send each macro to yourself as a test. |
| Rules and automations | Rules list endpoint in the Gorgias API. No CSV export found in Gorgias's docs. | Each rule rebuilt and tested with a sample ticket. Routing, tagging and auto-replies fire as before. |
| Help Center | No direct export. Request a data export from Gorgias support. | Article links, images and search. Redirect old URLs if the address changes. |
| Integrations | Integrations endpoint in the Gorgias API, or your Settings screen. | Each app reconnected and showing data. Test one order lookup per app. |
When should you migrate around your contract and peak season?
Check your plan's billing term in your Gorgias account before you pick a date. If you pay monthly, you have the most freedom. If you pay yearly, look at the renewal date and decide whether to move before it or run both tools until it passes. Do not cancel until the new setup has handled real traffic.
Avoid cutting over in the middle of your busiest weeks. For most Shopify brands that means the run-up to Black Friday and the weeks after it, when order-status and return questions spike. A calmer window gives you time to find gaps. If you are migrating now, build and test first and set the cutover for after the rush.
How do you run both helpdesks in parallel?
Run the new helpdesk alongside Gorgias before you switch anything customer-facing. Use the new tool for internal testing and a small slice of real conversations. Keep Gorgias as the system of record until the checks pass.
During the overlap, assign one owner to compare the two. Agree on which tool answers a ticket first so a customer never gets two replies. Write down every difference you find and fix it before cutover.
How do you rebuild automations in the new helpdesk?
List every rule you export or screenshot, then sort them into three groups. Routing and assignment come first, because they decide who sees a ticket. Auto-tagging and priority come second. Auto-replies and anything that touches an order come last, because they need the most testing.
Rebuild one group at a time. After each group, send test tickets through every channel and confirm the result. Retire a Gorgias rule only after its replacement has handled live tickets correctly.
How do you re-point email forwarding and the chat widget?
This is the step customers can notice, so do it last. Gorgias's docs describe two ways to connect email: a direct Gmail or Outlook (Microsoft 365) integration, or automatic forwarding. Note which one you use, and the support address it covers. In the new helpdesk, connect the same address, then remove the old connection or forwarding rule so mail does not land in both places.
For chat, install the new widget and remove the old one at the same time. Two widgets on one page confuse shoppers and double your inbound conversations. Check the page on mobile as well as desktop.
How should you test before you cut over?
Use a short written test plan and tick each line. A good one covers these cases:
• Send an email to each support address and confirm it arrives once, in the right queue.
• Reply from the new tool and check the customer sees the right sender name and signature.
• Open an old ticket and check its messages, attachments and tags.
• Trigger each rebuilt rule with a test ticket.
• Look up an order from inside a ticket.
• Check that every agent has access and the right role.
How does a Gorgias migration work with REP AI and Rep Inbox?
REP AI is a conversational commerce platform for Shopify brands, and Rep Inbox is its own helpdesk. Rep Inbox guides you through the migration from Gorgias, so you do not have to move history by hand. Its page lists Zendesk, Kustomer and Freshdesk as supported sources too.
What does the migration move?
Rep Inbox migrates your tickets, customers, tags, priorities, assignments, internal notes, attachments and most customer fields. You can bring over every open ticket and choose how much closed-ticket history to include. You can also decide whether to import eligible macros. Rules, help center articles and integrations are not on the list of migrated items, so rebuild or reconnect them using the checklist above.
How does the preview and cutover work?
You preview the migration before it begins. You can add missing teammates during setup so their existing tickets stay assigned. Your existing helpdesk stays connected unless the migration succeeds, so a failed run does not leave you without Gorgias. After a successful run, REP AI connects Rep Inbox automatically and sends a summary.
What does the rest of the setup look like?
Website chat, email (Gmail or Outlook), Instagram, Facebook and WhatsApp conversations flow into one inbox. You connect Gmail in one click, or add a Microsoft 365 or Outlook mailbox as an email channel. Rep Inbox includes rule-based routing, a condition-based automation builder and macros, and it shows the shopper's Shopify orders, spend and tags beside each ticket.
What does it cost?
Per the live helpdesk page, Rep Inbox uses the same ticket tiers as Gorgias at 25% less, plus $20 per agent per month, and brands migrating from another helpdesk get their first 90 days of Rep Inbox free. Rep Inbox is available to customers on a paid REP AI plan, and every plan has a 14-day free trial with no credit card. See the Rep Inbox page and the pricing page for current terms.
Can you keep Gorgias and add REP AI in front of it?
Yes. A migration is not the only fix for slow replies or a growing queue. REP AI works in front of Gorgias. It resolves routine sales and support questions itself, answering from your catalog, help center and order data. When a shopper needs a person, REP AI opens the ticket in Gorgias for you, with the full conversation and the relevant details attached.
Handoffs open as live-chat tickets in your Gorgias live-chat queue, and rules you define in REP AI can add several tags to each one. You keep your macros, rules and history where they are. Read the REP AI and Gorgias integration page for the setup, or the REP AI vs. Gorgias comparison if you are weighing both paths.
Related guides: the best AI helpdesks for ecommerce, automating post-purchase support on Shopify, measuring the ROI of an AI sales agent and AI chatbot pricing models.
Frequently asked questions
Can I keep Gorgias and still use REP AI?
Yes. REP AI works in front of Gorgias: the AI answers first, and conversations that need a person open as tickets in Gorgias. Connect Gorgias in a few clicks and start a 14-day free trial, no credit card required. If you later want one system, Rep Inbox is REP AI's own helpdesk.
How long does a Gorgias migration take?
It depends on your ticket volume and on what you migrate. No source we checked gives a standard duration. Gorgias's docs say large ticket exports can run for a long time, and Rep Inbox runs its migration in the background, so plan for the move to finish before you set a cutover date.
Can I export my Gorgias tickets to CSV?
Yes. Gorgias's docs say you can export tickets from any view with a bulk action, or from an analytics drill-down with message content. Account owners, admins and leads can export. The analytics export includes public messages only, so internal notes are not in the file.
What does Rep Inbox migrate from Gorgias?
Rep Inbox migrates tickets, customers, tags, priorities, assignments, internal notes, attachments and most customer fields. You can preview the migration first, choose how much closed-ticket history to include and decide whether to import eligible macros. Your existing helpdesk stays connected unless the migration succeeds.
Can I export my Gorgias Help Center articles?
Not directly. Gorgias's docs say direct export isn't available for Help Center articles, but you can contact Gorgias support to request a data export. Ask for it early, before you plan your cutover date.
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