The Gorgias Integration

Delighted’s Gorgias integration will automatically trigger Delighted surveys (ex. CSAT surveys) following events you define in Gorgias. 

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Setting up the Gorgias integration

1) Encode your API key

  • Grab your API key in Delighted
  • Go to https://coding.tools/base64-encode
  • Input your API key in the top field
  • Click Base64 encode
  • Take the output and add the word “Basic” to the start. Should look similar to: “Basic ABCo23434fjewf9iw”
  • Save this - you’ll need it for later!

2) Open the Profile View in Gorgias

3) Click on Integrations

4) Select HTTP

5) Click on “Add HTTP Integration”

6) Input HTTP Details

  1. Integration name: Delighted Survey Trigger
  2. Description: Triggering Delighted surveys
  3. Triggers: Ticket updated
  4. URL: https://api.delighted.com/v1/people.json
  5. HTTP Method: POST
  6. Request content type: application/json
  7. Response content type: application/json
  8. Headers:
    1. Click + Add Header
    2. Left-hand field: Input Authorization
    3. Right-hand field: Input your code from Step 1 above from the encoder (should look like "Basic Abcv123oijf...")
  9. Request Body (JSON): Copy and paste the code from this link

7) Save changes

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FAQs: Gorgias

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Can I create a ticket in Gorgias based on a response being received in Delighted?

Yes. Contact the Customer Concierge team for full details (Note: This requires use of Zapier and a premium feature - Webhooks - within the Zapier platform).

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Can I change what events trigger a Delighted survey?

Yes. In Step 6 mentioned above, you can set other conditions for your Gorgias trigger.

Requires Zapier Account

The above method requires an active Zapier license.

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How can I change the survey type I'm using to either CSAT or CES?

Interested in using another survey type (ex. CSAT, CES, etc.) for your post-support surveys? Set up a new Project to get started! Learn more via our Project Overview resource.

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What code should I copy for the request body?

Click through the Github link shared above for the full code, or copy directly from the code below:

{

"name": "{{ticket.customer.name}}",

"email": "{{ticket.customer.email}}",

"delay": "86400",

"properties": {

"Ticket ID": "{{ticket.id}}",

"Customer ID": "{{ticket.customer.id}}",

"Ticket Tags": "{{ticket.tags}}",

"Assignee Name": "{{ticket.assignee_user.name}}",

"Assignee Email": "{{ticket.assignee_user.email}}",

"Ticket Channel": "{{ticket.channel}}",

"Ticket Subject": "{{ticket.subject}}",

"Ticket Created Time": "{{ticket.created_datetime}}"

}

}

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