Gorgias Integration

In this article:

• Gorgias integration overview.
• Setting up the Gorgias integration.

FAQs

• Can I create a ticket in Gorgias based on a response being received?
• Can I change what events trigger a survey send?
• How can I change the question type I'm using to either CSAT or CES?
• What code should I copy for the request body?

Suggested next article: Core Training & Certification

Gorgias integration overview

Delighted’s Gorgias integration will automatically trigger 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.

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

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