The Dotdigital Marketing Gorgias integration allows you to sync your Gorgias customer data into your Marketing account. Storing all of your contacts’ support ticket information in one Insight data collection allows you to segment and personalize your communications effectively.
The integration also offers the opportunity to use SMS replies into Marketing to trigger ticket creation in Gorgias. You can:
Choose whether to create tickets from replies to all numbers, or specific ones only.
Configure which teams in Gorgias to assign tickets to.
Set which tags to add to created tickets.
Define a subject line for new tickets created from SMS replies.
Before you start
Things you need to know:
You must have a Gorgias account.
If you choose to sync contacts, the integration creates a list in your Marketing account called Gorgias Customers.
If you choose to sync support ticket information, the integration syncs support ticket information as insight data.
Learn more in The non-developers' guide to Insight data.
The integration syncs data every hour.
If you want to be able to create tickets from SMS replies, you must have an inbound SMS route set up in Marketing.
The Gorgias SMS channel is only available in certain regions.
Learn more in the Gorgias Help Center.
Integrate Gorgias with Marketing
Go to Connect > Integrations.
In the left menu, under SHOW, select Self-serve.
Find Gorgias, then select +ADD.
Select INSTALL.
1. Connect your accounts
Read the integration information, then select NEXT.
Select New authentication.
For Your authentication name, enter a name for this connection.
For Gorgias domain, enter the subdomain of your Gorgias account.
This is the unique prefix of your Gorgias URL. For example 'your-subdomain.gorgias.com', enter 'your-subdomain'.Select CREATE.
Select NEXT.
2. Set up data sync
Expand the Contact sync drop-down menu and choose either Yes (to sync Gorgias contacts) or No (to not sync Gorgias contacts) to a list in Marketing. Then select NEXT.
Expand the Insight data sync drop-down menu, then choose either Yes (to sync) No (to not sync) support ticket information to an Insight data collection in Marketing.
Select NEXT.
3. Enable ticket creation from SMS replies
Expand the drop-down menu and select whether or not you want to enable ticket creation from SMS replies.
If you select YES, expand the Create tickets drop-down menu and select from:
All numbers
Tickets are created from any reply to any of your SMS numbers.Specific numbers
Tickets are only created for replies to the numbers you specify. Select the checkboxes for the numbers you want to use.
Select NEXT.
Expand the Teams drop-down menu and select the team you want the tickets to be assigned to, then select NEXT.
Expand the drop-down menu to choose whether to set a subject line for created tickets. If yes, enter the subject line you want the created tickets to use, then select NEXT.
Enter the tags that should be applied to the created tickets as a comma-separated list.
Do not add spaces after the commas. A default tag of dotdigital_sms_reply is automatically added.Select FINISH.
Your integration set up is now complete.
Find Gorgias contacts in Marketing
To find your Gorgias customers in Marketing. Go to Audience > Lists and find and select the Gorgias customers list.
Insight data sync
Here’s an outline of the support ticket information Insight data structure synced from Gorgias to Marketing.
Collection name: SupportTickets
Attribute | Definition |
ID | Gorgias support ticket ID number. |
Channel | The channel the ticket came in on, for example, SMS, email, phone, chat. |
Customer Name | Name of the customer on the ticket. |
Customer Email | Email address of the customer on the ticket. |
Created Date | Date and time the ticket was created. |
Updated Date | Last date and time that the ticket was updated. |
Language | The language used in the ticket, for example |
Status | The status of the ticket, either open or closed. |
Subject | The subject line of the ticket. |
Tags | Any Gorgias tags added to the ticket. |