Gorgias Integration is a customer support platform that works similarly to Freshdesk and Zendesk. It is a helpful tool for your support team when dealing with customers´ support tickets.

In this guide, we provide you with the following information:

  • how to export data from Gorgias and then import them to Bloomreach Engagement,
  • how to visualize your imported data in Gorgias through managed endpoints,
  • and other useful details to be able to work with Gorgias efficiently using API.

Before you start setting the integration up, certain prerequisites need to be met. Their list is provided down below. It is also good to know that the supported data are customers, customer properties, and events.

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Prerequisites

You need the Bloomreach Engagement project with access to scenarios and integrations. You also need Gorgias account with admin permissions. This is necessary to creating HTTP integrations that are also needed later in the process.

Sending data from Gorgias to Bloomreach Engagement

These steps are helpful when you want to send “support_tickets” events from Gorgias to Engagement.

Step 1: Create a webhook

First, you need to create a webhook in Gorgias by following this guide. To do so, you should go to Settings -> App Store -> HTTP Integration. Then you should name in and give it a description. If you have done everything correctly, it should look like this in Gorgias:

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Step 2: Add "Triggers" to the HTTP integration

Then you need to add "Triggers" to the HTTP integration you created in the first step. This integration triggers based on tickets being created or updated.

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Step 3: Set up the API endpoint

You need to copy and paste "Add event" API endpoint from Bloomreach Engagement into the URL field.

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Select POST as your HTTP method. Set the content type to application/json for both a request and response body. Then you need to add a custom header for authorization. The value of the header can be the public API token from Bloomreach Engagement. The value should be in the format of "Token your_api_key".

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Create the request body to macth the supported format of Add Event API endpoint. You can use Gorgias´s variables to pull in values from the ticket/customer dynamically in your reguest.

Example of the request body:

{
    "event_type": "support_ticket",
    "properties": {
        "channel": "{{ticket.channel}}",
        "subject": "{{ticket.subject}}"
        },
    "customer_ids": {
        "registered": "{{ticket.customer.email}}"
    }
}

Step 4: Check if it works correctly

Save changes and enable your HTTP integration (if not enabled already). You can test your setup by creating a new ticket in your Gorgias Account. You should automatically receive an event for the corresponding customer in your Bloomreach Engagement project.

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Getting your data from Bloomreach Engagement and displaying them

To retrieve data about a specific customer to Gorgias from Bloomreach Engagement, you need to use the HTTP integration in Gorgias to call the Engagement managed endpoint. Then display this data in the ticket via Gorgias´ custom widgets.

Step 1: Create a managed endpoint in Engagement

Go to Data & Assets -> Managed Endpoint -> Create new. In the editor, add some JSON and Jinja for information that you want to display for the customer in Gorgias. See the example:

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Save and start your managed endpoint. You should receive a unique URL for this specific endpoint, for example you will get something like this: https://api-demoapp.exponea.com/webxp/s/e9b9aa6a-550f-11eb-ab72-c65faed8
a3ce/managed-endpoints/6373d6a7853ad58f8c8 (this URL is only for explaining purposes, does not exist).

Step 2: Create and set up your HTTP integration

First, you need to create a webhook in Gorgias by following this guide. To do so, you should go to Settings -> App Store -> HTTP Integration. Then you should name in and give it a description. If you have done everything correctly, it should look like this in Gorgias:

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Then you need to add "Triggers" to the HTTP integration you created in the first step. This integration triggers based on tickets being created.

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Select POST as your HTTP method. Set the content type to application/json for both a request and response body. Then you need to add a custom header for authorization. The value of the header can be the public API token from Bloomreach Engagement. The value should be in the format of "Token your_api_key".

Create the request body to macth the supported format of Add Event API endpoint. You can use Gorgias´s variables to pull in values from the ticket/customer dynamically in your reguest.

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Example of a request body:

{
"customer_ids": {
    "registered": "{{ticket.customer.email}}"
    }
}

Save changes and enable your HTTP integration if it is not already.

Step 3: Add a custom widget

Now you need to add a custom widget in Gorgias to display the information you want to retrieve via managed endpoint.

  1. To do this, create a ticket in Gorgias for a customer that you know exists in your Engagement project.

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If you create a ticket for a customer that does not exist in BloomreachEngagement, you will see null values.

  1. In the right-hand sidebar, click on the ‘gear’ icon to edit widgets.
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  1. Under “Manage Widgets” you should see a widget created from the HTTP integration you just built and saved.
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  1. You can click and drag this widget from the left into the right-hand sidebar and click ‘Save Changes’.
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  1. You should see the corresponding values from the Managed Endpoint you created in Bloomreach Engagement within Gorgias now!

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If a customer does not exist in Bloomreach Engagement that has a ticket open, this widget will not appear in the ticket UI in Gorgias.