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.
Overview
The Gorgias initiator allows you to automatically trigger targeted customer feedback workflows in Alchemer when specific events occur in Gorgias.
At a high-level, with an HTTP Integration you can trigger Workflows in Alchemer when the followings events happen in Gorgias:
- Ticket created
- Ticket updated
- Ticket self unsnoozed
- Ticket message created
The Gorgias initiator, uses HTTP integrations. For more details on setting up an HTTP integration in Gorgias, refer to their documentation.
Setup
1. Create a new Workflow
2. Name your Workflow.
4. Select "Gorgias HTTP integration webhook" and then click "Next".
5. Click "Next" on the initiator overview screen.
6. After completing the step above, sign into your Gorgias account. In Gorgias, go to Settings > App Store > HTTP Integration.
7. Go to the Manage tab and click "Add HTTP Integration".
8. Name your integration and select your trigger/triggers.
9. Return to Alchemer, and copy the Webhook URL supplied by Alchemer 
10. In Gorgias, set the HTTP Integration URL to the Webhook URL you just copied in the step above. Set the HTTP Method to GET or Post.
11. Add the fields you want to pass over in the Request Body. Alchemer can accept both fields in the body of a POST request and URL params in either a GET or POST request.
Optional: Add your headers.
12. Save your HTTP Integration in Gorgias.
13. Return to Alchemer, and define the fields this webhook should accept.
The fields must match exactly in both Alchemer and Gorgias. For example, a field labeled "last_name" in Request Body of your HTTP Integration must be added as "last_name" in Alchemer.
14. You may optionally add Custom Headers to secure your webhook and ensure that it can only be triggered when pre-specified HTTP header key/value pairs are passed in.
15. Click "Save" to complete the initiator setup.
Merge Codes
When the webhook fires, Gorgias will pass any custom fields you defined to Alchemer Workflow. After configuring this initiator, you can use these fields in merge codes, logic, and other Workflow features.
For more information on how to use these merge codes in your Workflow, check out this article.
FAQs
1. The Integration Manager Permission is required to set-up and use the Gorgias initiator. If you don't have this permission you will see the following message when selecting an initiator:
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.
Yes, you can create an unlimited number of Workflows that listen to the same initiator. However, you will need to create a new Workflow and configure the initiator each time. You can reuse the same Gorgias authentication.
Alchemer is committed to continuously releasing updates and enhancements to our Workflow initiators. If you have specific use cases, questions, or just general feedback, we would love to hear it. Contact us here!
