Move your tickets, conversations, customers, and macros from Gorgias, Zendesk, Kustomer, or Freshdesk into Rep Inbox — in a few clicks, with nothing to rebuild by hand.
What migration does
If you're already using another helpdesk, Rep Inbox can bring your history with you. Migration copies your open tickets (with full conversation history), your customers and their details, and optionally your closed tickets and macros — so your team can pick up right where they left off, inside Rep AI.
Special offer
Merchants who migrate from a connected helpdesk get 90 days of Rep Inbox free (instead of the standard 14-day trial), then $20 per seat / month.
Supported helpdesks: Gorgias, Zendesk, Kustomer, and Freshdesk.
Before you start
You need to be an Admin. Migrating requires activating the Rep Inbox add-on, and only an Admin can do that. If you're on another role, ask your Admin to set it up. (Once it's live, Support Managers, Agents, and Agencies can all use the Inbox.)
Your current helpdesk must be connected to Rep AI as an integration. If Rep AI already hands off conversations to your helpdesk, you're ready.
A plan is required. If you don't have one yet, you'll be asked to choose a plan first — then you'll land on the migration screen with your 90 days free applied.
How to run a migration
In the Rep AI Console, open Settings → Integrations and find your connected helpdesk (Gorgias, Zendesk, Kustomer, or Freshdesk). You can also start from the Rep Inbox menu.
Click Migrate to Rep Inbox on the integration card.
In the migration window, review what will be moved and choose your options (see below).
Confirm. If prompted, approve the Rep Inbox add-on in Shopify — then the migration begins.
That's it. The migration runs in the background; you can close the window and check back anytime.
Options you can set
Migrate macros? Choose whether to bring your response templates across.
Migrate closed tickets? Choose whether to include closed tickets, and if so, set a lookback window (in days). A closed ticket is migrated only if it was created within that window. Open tickets always migrate in full.
Add teammates. If people who handle tickets in your current helpdesk aren't yet part of your Rep AI team, you can add them right from this window. Anyone you don't add will still have their tickets migrated — those tickets simply arrive Unassigned.
What gets migrated
Tickets — all open tickets with full conversation history, including tags, priority, assignee, internal notes, and attachments. Closed tickets come across based on your lookback setting.
Customers — your customer records and their details (see the per-helpdesk breakdown below).
Macros — your response templates, if you chose to include them.
Customer details by helpdesk
Rep Inbox brings over the customer information each helpdesk makes available. Here's what transfers from each:
Helpdesk | Details migrated |
|---|---|
Gorgias | Name, email, and the customer note. Additional details such as time zone and language are saved as custom fields. Phone number is added from the ticket details when available. |
Zendesk | Name, email, phone, and agent notes. Additional details — your custom user fields, the "details" field, time zone, language, and tags — are saved as custom fields. |
Kustomer | Name, email, and phone. Additional details such as company, time zone, language, gender, tags, location, social profiles, and other custom attributes are saved as custom fields. (Customer-profile notes aren't migrated.) |
Freshdesk | Name, email, phone, and the contact description (as notes). Your custom contact fields and job title are saved as custom fields. |
What doesn't migrate
A few things to know up front
Macros with built-in actions won't come across — Rep Inbox macros are text templates, so any automated actions attached to a macro aren't supported. The text of the macro still migrates.
Placeholders inside macros (like a customer-name or order-number token) migrate as plain text — they won't be automatically replaced with live data in Rep Inbox.
Customers without an email address aren't migrated (email is how Rep Inbox identifies a customer, and it's also how duplicates are merged).
Very large tickets (an unusually big conversation with a lot of data/attachments) may be skipped.
Closed tickets outside your lookback window are not migrated.
Anything that's skipped is reported to you in the summary email when the migration finishes, so you always know what came across and what didn't.
How long it takes
Migration time depends on how much data is in your current helpdesk — roughly 20 minutes for a smaller account, and over an hour for a large one. It can take longer if the run needs to retry.
The migration runs in the background, so you don't have to keep the window open. You can check its status anytime from the Rep Inbox menu or the integration card. Only choosing Cancel stops it.
Heads up: You can't open Rep Inbox until the migration finishes. As soon as it's done, the Inbox is ready to use.
When the migration finishes
If it succeeds
Rep Inbox automatically disconnects your old helpdesk and connects the Inbox.
Your team gets an email summary confirming what was migrated and listing anything that was skipped.
You can now open Rep Inbox and work as normal.
If it fails
You'll get an email letting you know it failed. Nothing changes — your old helpdesk stays connected and no data is lost.
You can simply try again. If the migration had already reached the ticket stage, it usually resumes from where it stopped; otherwise it starts over.
Frequently asked questions
Will my customers notice anything during the migration?
No. Migration copies your data in the background and doesn't change how customers reach you while it runs.
Can I keep using my old helpdesk until I'm ready?
Yes. Your old helpdesk stays connected and fully working until the migration succeeds — only then does Rep Inbox switch over.
What happens to tickets that were assigned to someone not on my Rep AI team?
Those tickets still migrate; they just arrive Unassigned. To keep assignments, add those teammates in the migration window before you start.
Do I have to migrate closed tickets and macros?
No — both are optional. You choose whether to include them, and for closed tickets you set how far back to go.
How much does Rep Inbox cost after migrating?
You get 90 days free, then it's $20 per seat / month. See the Rep Inbox Billing article for details.
Related articles
Getting Started with Rep Inbox
Rep Inbox Billing & Seats
Connecting Your Email to Rep Inbox