Switching from Zendesk

Updated 2 months ago ​by Romain Lapeyre

Zendesk users, here's a guide on how to smoothly transition to Gorgias!

We don't recommend using Zendesk & Gorgias in parallel. Make sure to follow the steps below for an easy transition.

Things you should know

  • Gorgias will import your tickets, tags & macros. 
  • There are 2 ticket statuses in Gorgias: open & closed. Open means you need to treat the ticket, closed means you're done with it. On-hold, solved & closed Zendesk tickets will all be imported as closed Gorgias tickets 
  • In Gorgias, customers typically contact you on your email address, and not through the Web portal. If you still want a contact form, you can use your own, like the one provided by default by Shopify. 
  • Gorgias doesn't have a helpcenter. We recommend using Helpdocs, which we partner with. 

Before the switch

  • Create a Gorgias account
  • Connect your support emails to Gorgias

Doing the switch

  1. In Gorgias, go to Settings, then to Import data, and launch the import from Zendesk. This will import your Zendesk open & closed tickets in Gorgias, along with your macros & tags. This way, you'll find the same ticket backlog in Zendesk and in Gorgias. 
  2. Turn off all the channels that send support messages to Zendesk: the Facebook integration, email forwarding, Amazon emails, etc.
  3. Go to Zendesk, and disable all your channels (chat, facebook & twitter)
  4. Disable the following Zendesk triggers
    1. Notify assignee of reopened ticket
    2. Notify requester of received request
    3. Notify group of assignment
    4. Notify all agents of received request
  5. If you have an automation to send a Satisfaction survey, disable it too

Done! You can now start responding to tickets in Gorgias. 

If you were using a support@company.zendesk.com address, replies to old tickets will still only show up in Zendesk. Check Zendesk once a day for the next 10 days, and then you'll be done with your Zendesk account. After this period, you can only respond to tickets in Gorgias.

If you have questions about switching, please contact our support team or book a call with us here.

If you want to keep your Zendesk help center, you'll need to make sure tickets submitted from the Zendesk help center arrive in Gorgias. To do that, create a trigger to send these tickets to support@your-domain.gorgias.io.

Using Gorgias & Zendesk Guide

If you don't want to migrate your helpcenter, you can keep it on Zendesk Guide and use Gorgias in parallel. Though, customers will still submit tickets on your helpcenter hosted on Zendesk Guide. Here's how you can send those tickets to Gorgias, and have all your customer communication in Gorgias: 

  1. In Zendesk, go to Settings -> Extensions 
  2. Click Add target
  3. Select HTTP target
  4. Fill the form using your API info, that you can find in Gorgias (Settings -> API REST)


  5. Create a trigger with this configuration, and Save


{
    "channel": "email",
    "via": "api",
    "tags": [
        {
            "name": "{{ticket.tags}}"
        }
    ],
    "messages": [
        {
            "channel": "email",
            "via": "api",
            "source":
            {
 "type": "email",
 "from":
 {
 "name": "{{ticket.requester.name}}",
 "address": "{{ticket.requester.email}}"
 }
 ,
 "to":
 [
 {
 "name": "Your support team",
 "address": "your-support-email@company.com"
 }
 ]
 },
            "subject": "{{ticket.title}}",
            "body_text": "{{ticket.latest_comment}}",
            "body_html": "{{ticket.latest_comment}}</br></br>Order number: {{ticket.ticket_field_24843283}}</br></br><a href='{{ticket.comments[0].attachments[0].url}}'>{{ticket.comments[0].attachments[0].url}}</a> <a href='{{ticket.comments[0].attachments[1].url}}'>{{ticket.comments[0].attachments[1].url}}</a> <a href='{{ticket.comments[0].attachments[2].url}}'>{{ticket.comments[0].attachments[2].url}}</a> <a href='{{ticket.comments[0].attachments[3].url}}'>{{ticket.comments[0].attachments[3].url}}</a> <a href='{{ticket.comments[0].attachments[4].url}}'>{{ticket.comments[0].attachments[4].url}}</a> <a href='{{ticket.comments[0].attachments[5].url}}'>{{ticket.comments[0].attachments[5].url}}</a>"
        }
    ]
}

You're good. Now, customers who contact you on your helpcenter on Zendesk will receive a response in Gorgias. 


How did we do?