Workspace owners and managers can import supported Gorgias history from Configure → Launch Center → Move from Gorgias.

What the importer supports

The first importer accepts a Gorgias JSON export containing tickets and ticket messages. It preserves supported customer names and emails, subjects, statuses, priorities, tags, timestamps, channel labels, message direction, internal-note state, and source identifiers.

Fields that are not present in the export cannot be reconstructed. Shopify authorization remains separate and is never copied from a helpdesk export.

Preview before importing

  1. Export supported ticket data from Gorgias as JSON.
  2. In Launch Center, choose the JSON file and select Create preview.
  3. Review the new-ticket, message, customer, and duplicate counts.
  4. Select Import previewed records only when the counts are expected.

Creating a preview does not modify customers or inbox history. The file is limited to 8 MB, 5,000 tickets, and 50,000 messages per run.

Duplicate prevention and resumability

klaxify fingerprints each source export inside the active tenant. Uploading the same file again reopens the same migration run instead of creating another import. Gorgias ticket and message IDs remain attached to imported records, so confirming the same completed run is idempotent.

Another tenant can import an export containing the same Gorgias IDs without either workspace seeing or matching the other's records.

Roll back an import

A completed run includes Rollback this import. Enter the original export filename to confirm. klaxify removes only conversations created by that specific run when every message still belongs to the import. A conversation that contains later workspace activity is preserved. Customers are also preserved because they may be linked to other conversations or commerce records.

The rollback is recorded in the tenant audit log. It does not change Gorgias or Shopify.

Verify after import

Open several imported conversations and confirm customer identity, direction, timestamps, tags, status, and internal notes. Keep your previous helpdesk available until the sample and final counts match your migration plan.