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 have an Owner, Admin, or Manager role and can access your Helpdesk settings.
• Your Gorgias integration is enabled in Klaviyo. If you haven't connected it yet, follow Getting started with Gorgias before starting the import.
• The channels you want to import are set up and enabled in Helpdesk. You can import email, web chat, and text messaging tickets. You can't continue past channel selection until every channel you select is enabled.

Import your Gorgias tickets

1. In Klaviyo, go to your Helpdesk Settings > General.
2. Find the Historical ticket imports section and click Import tickets.

1. 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.

2. On the Which channels do you want to import? step, select at least 1 channel: Text messaging, Web Chat, and/or Email. If a selected channel isn't configured, use the setup link shown on this step to set it up, then return to the import. Once all selected channels are enabled, click Next.

3. On the review step, wait for Klaviyo to prepare the ticket counts. When the import is ready, confirm the 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 set up, with:

• Import date - when the import was created.
• Tickets - the total ticket count for the import. Open View details to see 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. Before you start it, you may see Draft, Preparing, or Ready. After you click Import, the status is In Progress while it runs, Complete when it finishes, or Error if it didn't succeed.

If you exit the setup while an import is Preparing or Ready, open that row's action menu and select View details to return to the review step. Wait until it's ready, review the counts, and click Import to start importing tickets.

For an import marked In Progress, Complete, or Error, open the row's action menu and select View details to see the imported ticket count. The details also show skipped ticket counts by reason and agent email addresses without a matching Klaviyo user, when present.

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. Every selected channel must be enabled in Helpdesk before you can continue.