The Alchemer Gorgias Integration is available as an add-on. If you are interested in purchasing the Gorgias Integration, please contact us for additional information.
At a high-level, Alchemer's integration with Gorgias you to easily:
- Create a new ticket in Gorgias using responses from your survey in Alchemer.
- Push survey data from Alchemer into Gorgias to update a ticket message.
Customer feedback collected through Alchemer seamlessly flows into your Gorgias ticket management systems, reducing data silos and conserving time and resources that would have otherwise been used to create new tickets or manually input feedback into Gorgias tickets.
Integration Setup
Adding an Integration Action
1. Select an existing survey or create a new survey. Then navigate to the Survey Builder.
2. Click "Add New: Action"
3. In the Add Action modal, scroll down to Integrations. Then click "Add" for one of your purchased integrations.
If you haven't purchased any additional integrations, you will see the below screen:
4. Select the action you would like to perform. You can either:
- Create Ticket: Create a new ticket in Gorgias. Jump to section.
- Update Ticket Message: Update a ticket message in Gorgias. Jump to section.
Gorgias | Create Ticket
Before configuring the Gorgias | Create Ticket integration action you will need:
- Your Gorgias API credentials
- Fields in this survey that contain the data you want to use to create the Gorgias ticket.
1. Select "Create Ticket"
2. Click "Next" on the integration overview screen.
3. In your Gorgias account, copy your Base API URL. This information and your API credentials are available in Settings > REST API in Gorgias.
4. Back in Alchemer, paste your Base API URL. Then authenticate with your Gorgias account by clicking "Add a new account".
Your Base API URL format is typically something like: https://<your_domain>.gorgias.com/api/
5. In the window that appears, name your authentication and then provide your Gorgias API Username and Password.
6. Select the fields in this survey that you want to use to set the ticket values in Gorgias.
How to Create Fields in Alchemer
1. Add survey questions that when answered will provide the desired field. (Example: What is the customer email address?)
2. Create a container using a Hidden Value. These Hidden Values can then be mapped to fields in Gorgias.
Optional: Get Data Back About the Ticket Create Action
After a Gorgias Ticket Create action occurs, data about the action is available for use in your survey. You can map this data back to fields in Alchemer. Ticket ID and Message ID are available fields that you can get back.
For example, if there is an error in the action you can skip the rest of the survey questions for that respondent.
7. When complete, click "Save" to finalize the integration. A log of each run result can be found in Individual Responses > Action Log.
Gorgias | Update Ticket Message
Before configuring the Gorgias | Update Ticket Message integration action you will need:
- Your Gorgias API credentials
- A field in this survey that contains the Ticket ID of the ticket message you want to update
- A field in this survey that contains the Message ID of the ticket message you want to update
- Fields in this survey that contain the data you want to use to update the Gorgias ticket message
To get the Ticket ID and Message ID you will need to first configure a Gorgias Create Ticket action. A full configuration walkthrough for Create Ticket action can be found in the section above.
The integration uses the Ticket ID and Ticket Message ID to know which specific ticket message to update. The Ticket ID and Ticket Message ID need to be available as values in the survey. These are typically saved in Hidden Value Actions as a result of a Create Ticket action or are passed in to the survey in URL variables.
1. Add a Gorgias integration action and then select "Update ticket message".
2. Click "Next" on the integration overview screen.
3. In your Gorgias account, copy your Base API URL. This information and your API credentials are available in Settings > REST API in Gorgias.
4. Back in Alchemer, paste your Base API URL. Then authenticate with your Gorgias account by clicking "Add a new account".
Your Base API URL format is typically something like: https://<your_domain>.gorgias.com/api/
5. In the window that appears, name your authentication and then provide your Gorgias API Username and Password.
6. Select the fields in your survey that contain the Ticket ID and Message ID of the ticket message you want to update. Map those fields to the Ticket ID and Message ID fields in Gorgias.
7. Select the field in the survey that you want to use to update the ticket message in Gorgias. Map that field to the message body field in Gorgias.
How to Create Fields in Alchemer
1. Add survey questions that when answered will provide the desired field. (Example: What is the customer email address?)
2. Create a container using a Hidden Value. These Hidden Values can then be mapped to fields in Gorgias.
Optional: Get Data Back About the Ticket Message Update Action
After a Gorgias Message Update action occurs, data about the action is available for use in your survey. You can map this data back to fields in Alchemer.
For example, if there is an error in the action you can skip the rest of the survey questions for that respondent.
8. When complete, click "Save" to finalize the integration. A log of each run result can be found in Individual Responses > Action Log.
Monitoring a Gorgias Integration Action
A log of each run result can be found in Results > Individual Responses > Action Log.
FAQs
1. The Integration Manager Permission is required to set-up and use the Gorgias Integration. If you don't have this permission you will see the following when trying to add the integration to a survey:
2. To check if you have this permission or grant this permission to someone on your team, go to the left-side product navigation and select the Account drop-down, then click on the user management tab.
3. Then select the Users tab under User Management.
4. Click your username or the username for another member of your team.
5. Scroll down to the Permissions section and check if the Integration Manager box is checked. If you are an admin you can check the box for other members of your team.
Alchemer is committed to continuously releasing updates and enhancements to our survey integrations. If you have specific use cases, questions, or just general feedback, we would love to hear it. Contact us here!
