Overview
Gorgias is a helpdesk and conversational AI platform for ecommerce that centralizes customer interactions across email, social media, live chat, SMS, and phone in a unified inbox. Persona’s Gorgias integration lets you manage Gorgias tickets from a Persona Workflow.
Integration features
The Gorgias integration supports these Workflow actions:
- List tickets: Return tickets with optional filters and pagination.
- Create ticket: Create a ticket with one or more messages.
- Retrieve ticket: Return a ticket by ID.
- Update ticket: Update a ticket by ID.
Prerequisites
Before configuring the integration, you need:
- A Gorgias account.
- Your Gorgias account subdomain. For example, use
acmeforacme.gorgias.com. - Gorgias credentials that use HTTP Basic authentication.
Set up Gorgias credentials
- In the Persona Dashboard, go to Integrations > Marketplace and select Gorgias.
- Select Add Credential.
- Enter a nickname, your Gorgias account subdomain, and your Gorgias HTTP Basic authentication credentials.
- Save the credential.
Use Gorgias in a workflow
- Create a workflow or open the workflow you want to update.
- Add an Action step and select Integrations.
- Select Gorgias, choose the saved credential, and select an action.
- Map Persona data to the action inputs.
- Save and publish the workflow.
Gorgias actions
List tickets
Return tickets, ordered and paginated by Gorgias.
Required fields: None.
Optional fields include:
- Order by, cursor, and limit
- Customer ID or external ID
- View ID or rule ID
- Ticket IDs
- Whether to include trashed tickets
Create ticket
Create a ticket with one or more messages.
Required field:
- Messages: One to 500 messages for the ticket.
Optional fields include:
- Customer, subject, status, priority, and tags
- Assignee team or user
- Channel, language, and metadata
- Custom fields
- Message body, sender and receiver details, source, and visibility
Retrieve ticket
Retrieve a ticket by ID.
Required field:
- Ticket ID
You can optionally include the custom_fields relationship in the response.
Update ticket
Update an existing ticket. Gorgias returns the update asynchronously.
Required fields:
- Ticket ID
- Update body: A JSON body containing the fields to update.
Optional update fields include:
- Assignee team or user
- Channel, custom fields, language, metadata, priority, status, subject, tags, and spam state
Plans Explained
Gorgias Integration by plan
| Startup Program | Essential Plan | Growth Plan | Enterprise Plan | |
|---|---|---|---|---|
| Gorgias integration | Not Available | Not Available | Limited | Available |