Gorgias Integration for Templates

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FAQs

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Gorgias integration overview

Delighted’s Gorgias integration will automatically trigger Template email 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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Can I create a ticket in Gorgias based on a response being received?

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 survey send?

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 Template type I'm using to either CSAT or CES?

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