How to Export Your Data From Gorgias (and Its Limits)

The three ways data leaves Gorgias

There is no single "download everything" option in Gorgias, and pretending otherwise is how migrations go sideways. Instead you have three distinct exits, each suited to a different job.

The CSV export is the fast, self-serve route for tickets and their metadata. It lives inside your views and your analytics, it's free, and any account owner, admin, or lead can run it. It's perfect for a spreadsheet of recent tickets, a CSAT pull, or a quick audit — and limited for a full-fidelity archive.

The REST API is the durable, complete route. It reads tickets, messages, customers, tags, and events out of Gorgias programmatically, page by page, without the CSV's content exclusions. It's what migration tools use under the hood, and it's the honest answer when "everything, with structure intact" is the requirement.

GDPR / privacy requests are the compliance route — for deleting an individual customer's data on request, or asking Gorgias support for a custom export the standard UI won't produce.

Which one you reach for depends entirely on why you're exporting. So let's take each in turn, starting with the one most people try first.

Running the CSV export (and what it leaves out)

The CSV export is the obvious starting point, and for many jobs it's the right one. To run it, open a View (or the Statistics/Analytics area), apply your filters and date range, and use the export action; Gorgias emails you a link to the file when it's ready. Per Gorgias' own export documentation, a view export carries a genuinely useful spread of fields: ticket links and IDs, tags, channels, priority, integrations, subject line, created and closed dates, survey/CSAT data, assignee and customer details, first-response and resolution times, message counts, and your custom fields.

That's plenty for reporting. Where it gets thin is fidelity, and here are the limits Gorgias states plainly:

• It excludes several data types outright. The export does not include internal notes, ticket events, Facebook wall posts, Instagram media messages, or Instagram ad media messages. For an ecommerce team living on social DMs, that last set is a real gap.
• Message content is capped to ~30 days. To get the actual message text you export from analytics — and that export returns "the most recent 30 days of data from the selected period, up to a maximum of 100,000 tickets." So a two-year date range still only yields message bodies for the most recent 30 days of it.
• There's a hard ticket ceiling. A view export handles "up to 1 million tickets per export; if a view contains more, the export will be cut off at the limit." It's not instant, either: Gorgias notes it "can take up to an hour to export 100,000 tickets" and "up to 10 hours to export 1 million tickets."

The audit log above is worth a mention precisely because ticket events don't ride along in the CSV. If you need a defensible record of who changed what and when — the kind of thing that vanishes from a flat export — the audit log is where it lives, and it's a surface to reconcile against after any export or migration.

The API alternative: full fidelity, more effort

When the CSV's exclusions and caps matter — which is almost always the case for a real migration or a complete backup — the Gorgias REST API is the answer. It's how the serious tooling gets data out.

The API exposes your data as endpoints you page through: GET /tickets returns tickets with their messages, GET /customers returns contacts, and related endpoints cover tags, events, and integrations. Unlike the CSV, the API doesn't strip internal notes or ticket events, and it isn't boxed into a 30-day message window — you can walk your entire history with structure and relationships intact. You authenticate with an API key from Settings → REST API, then iterate through cursor-paginated pages, respecting Gorgias' published rate limits so a bulk pull doesn't get throttled.

The tradeoff is effort. The API is the right tool if you're comfortable scripting a pull (or your migration vendor is doing it for you), and overkill if you just need a spreadsheet. This is also exactly the mechanism a third-party migration service like Help Desk Migration uses when it moves you off Gorgias — it reads the API rather than wrestling flat CSVs, which is why a paid tool preserves threaded conversations and associations that a manual CSV import mangles. If a platform move is where this is heading, our Gorgias-to-Freshdesk migration guide walks the full mapping.

What ports cleanly vs. what you rebuild

If you're exporting to leave Gorgias, it helps to separate data (which moves) from configuration (which doesn't). Your history is rows in a database and it travels; your rules and macros are behaviour built in Gorgias' grammar, and they have to be rebuilt in the next platform's.

The pattern is the same one every migration runs into: records move, logic gets rebuilt. Budget for a reporting cold-start, and treat the rule-and-macro rebuild as a fresh implementation rather than a copy-paste — it's usually the larger of the two jobs.

GDPR and custom data requests

Not every export is about migration — some are about compliance, and Gorgias handles these differently.

For an individual customer's right to erasure, Gorgias is self-serve. Per its GDPR requests documentation, you delete the customer profile and that "removes the associated data from the helpdesk": go to Customers in the left sidebar, check the box next to the customer, open the Actions dropdown, and click Delete customers → Confirm. One important caveat Gorgias flags: deleting a profile in Gorgias does not delete that customer's data in integrated apps like Shopify, Klaviyo, or Smile — you have to action those separately. A common pattern for ecommerce teams is a rule that watches for phrases like "delete my data" and auto-tags the ticket GDPR-Delete, so requests collect in one view for an agent to process.

For a data access/portability request — or any export the standard UI won't produce — Gorgias support can run a custom export. You provide your subdomain, the type of export you want, and a contact email; Gorgias can then supply data the CSV omits, including message IDs, FRT/resolution metrics, billable-ticket statistics, integration metadata, and Help Center content. For formal privacy requests, Gorgias directs you to email [email protected] and cc [email protected].

Where an AI layer fits — and where it doesn't

One honest note on tooling, because it's relevant to the "why am I exporting" question. If you're exporting because Gorgias' automation felt limited, know that you don't have to leave the platform to add reasoning to your queue.

Macha is an AI agent layer that runs on top of the help desk you already use — including Gorgias — as a native connector. It is not a Gorgias alternative and it doesn't replace your help desk; it reads and writes the same tickets, drafting or resolving grounded replies, triaging by intent, and looking up order or account status through a custom tool that turns a REST API into something the agent can call. It consumes credits per AI action rather than per resolution — the pricing page has the breakdown. Whether you stay on Gorgias or land somewhere new after an export, the agent layer sits above the desk, not in place of it.

The clean division: use the CSV for reporting, the API for a full-fidelity extract, GDPR deletion for erasure requests — and let an AI layer handle the reasoning-heavy work either way.

FAQ

What data does the Gorgias CSV export leave out? The CSV export excludes internal notes, ticket events, Facebook wall posts, and Instagram media and ad-media messages. It also caps exported message text to the most recent 30 days of your selected period (up to 100,000 tickets), and cuts off any view export at 1 million tickets. For notes, events, and full message history, use the REST API instead.

How many tickets can I export from Gorgias at once? A view export handles up to 1 million tickets per export and cuts off beyond that. It's not fast at volume — Gorgias says it can take up to an hour for 100,000 tickets and up to 10 hours for 1 million. To pull the actual message text, the analytics export is limited to the most recent 30 days and a maximum of 100,000 tickets.

How do I export the full message history from Gorgias? The CSV can only return message text for the last 30 days of a period, so for complete conversation history use the Gorgias REST API (GET /tickets), which returns full messages with no 30-day cap and includes internal notes and events. Alternatively, ask Gorgias support for a custom export.

How do I handle a GDPR deletion request in Gorgias? Go to Customers, check the customer, open Actions, and click Delete customers → Confirm — this removes their data from the helpdesk. Note that it does not delete their data in connected apps like Shopify or Klaviyo, which you must action separately. For formal privacy requests, email [email protected] and cc [email protected].

Do my rules, macros, and reports export too? No. Rules, macros, and report configurations are logic, not records — they don't come out in any export and have to be rebuilt in whichever platform you move to. Only your data (tickets, contacts, and the metadata the CSV/API expose) is portable.

Exporting Gorgias data because you want smarter automation, not a new help desk? Start a free trial of Macha and connect it to your Gorgias in minutes.