Gorgias

Gorgias is a customer support platform similar to Freshdesk or Zendesk that helps your support team manage customer inquiries across email, phone, social media, chat, and SMS.

This article covers concepts and use cases for the Gorgias integration. For setup instructions, refer to Set up Gorgias integration.

How the integration works

This integration works in both directions. Gorgias sends support_tickets events to Bloomreach Engagement in real-time. The following statuses are tracked:

open
Closed

The statuses reopen, spam, snoozed, and deleted are not supported.

In return, Bloomreach Engagement provides customer fields you selected during setup — for example, loyalty tier or number of purchases — visible inside each ticket under the Bloomreach Engagement widget..

Event properties

Each support_tickets event includes the following properties:

status
ticket_id
ticket_channel
language
priority
spam
subject
message
created_datetime
closed_datetime
integration_id
integration_name
source (always "Gorgias")

Use cases

Use support activity to make your marketing and shopping experiences more personal.

Win back unhappy customers

If a customer raises a complaint, you can send them a thank-you email or a voucher. Start by creating a scenario with a trigger, a condition node, and an action node.

In the condition node, filter the types of tickets you want to target — for example, complaints or tickets whose messages include specific words such as "return." Adjust the time period to 7 days to focus on customers who recently had a bad experience. You can also add conditions such as:

Excluding customers who already received an email that day
Sending a voucher only to customers above a specific CLTV threshold.

Exclude unhappy customers from marketing

You can exclude unhappy customers from your campaigns until their sentiment improves. Add a condition node to your other marketing campaigns, filtering for customers who recently filed a complaint.

Include support tickets in your analytics

Combine ticket data with all other customer data in Bloomreach Engagement — purchases, campaign interactions, and more. For example, you can analyze whether negative experiences decrease brand trust, or compare revenue between customer segments.

Limitations

The Gorgias integration is available on select instances only. Some single-tenant instances and new multi-tenant instances may require manual activation by the engineering team. You can request activation during a new instance setup, or at any time by contacting Live chat or your Customer Success Manager.

FAQ

Can I integrate multiple Bloomreach Engagement projects into a single Gorgias account? Yes. Bloomreach Engagement supports multiple projects integrated into a single Gorgias account.

Are images and GIFs supported in Gorgias?
No. Images are not visible in Gorgias tickets, and customers won't receive them from Bloomreach Engagement either.

How do I create views and rules for my Bloomreach Engagement integration in Gorgias? The tag Engagement is automatically added to all tickets coming from this channel. You can use this tag to create a dedicated ticket view for Bloomreach Engagement tickets and to build rules.