How to import your historical Gorgias tickets into Klaviyo Helpdesk
Historical ticket imports let you bring your past support tickets from another helpdesk into Klaviyo Helpdesk, so your team keeps its conversation history when you switch. Gorgias is the first supported provider, with Zendesk coming soon.
This guide walks through running a Gorgias import and what to expect once it finishes.
Before you begin
To run an import, make sure:
- Your Klaviyo account has Helpdesk enabled.
- You can access your Helpdesk settings - an Owner, Admin, or Manager.
- You know which channels you want to import. You can import email, web chat, and text messaging tickets, and some channels may need to be set up in Helpdesk first.
Klaviyo imports up to 10,000 of your most recent tickets per import. If you have more than that in Gorgias, the oldest tickets beyond the 10,000 most recent won't be included. You can run the import again later to bring in additional tickets.
Import your Gorgias tickets
- In Klaviyo, go to your Helpdesk Settings > General.
- Find the Historical ticket imports section and click Import tickets.
- On the Who is your current helpdesk provider? step, select Gorgias, then click Next. Zendesk is marked Coming soon and can't be selected yet.
- On the Which channels do you want to import? step, check the channels you want - Text messaging, Web Chat, and/or Email - then click Next.
- On the review step, confirm the ticket counts for each channel and the total, then click Import.
Klaviyo starts importing in the background, and you can leave the page.
What happens after you import
- Track the status in Settings. Your import appears in Settings > General under Historical ticket imports, where you can watch its progress.
- Find your tickets under All tickets. Imported tickets appear in Helpdesk under All tickets.
- Assignments carry over by email match. An imported ticket stays assigned to its original owner when that agent's email address matches a Klaviyo user. If you add the matching user later, the ticket is assigned to them automatically.
- Run it again anytime. If you add more tickets in Gorgias, or want to bring over a channel you skipped, start another import from the same screen.
Track your import
The Historical ticket imports table shows a row for each import you've run, with:
- Import date - when the import was started.
- Tickets - how many tickets were imported.
- Skipped - how many tickets were not imported in that run.
- Source - the helpdesk you imported from, such as Gorgias.
- Status - where the import stands: In Progress while it runs, Complete when it finishes, or Error if it didn't succeed.
If a row shows Error, no tickets were imported for that run. Start a new import from the same screen - it's safe to run again.
Frequently asked questions
Which helpdesks can I import from? Gorgias today. Zendesk support is coming soon.
How many tickets can I import? Up to 10,000 of your most recent tickets per import. If you have more, run the import again to bring over additional tickets.
Where do my imported tickets go? They appear in Helpdesk under All tickets, alongside your live tickets.
Will imported tickets be assigned to the right agent? Yes, when the agent's email address matches a Klaviyo user. Tickets without a matching user are assigned automatically once you add that user.
Can I import more than one channel? Yes. Select any combination of email, web chat, and text messaging during setup.