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Gorgias integration

Overview

Gorgias builds software-as-a-service products for customer support, sales and communications.

You can leverage Ortto’s powerful campaign, reporting, and dashboard features on your customer support data from Gorgias.

To do this, proceed through each of the following procedures to integrate Ortto with your Gorgias service as a data source.

Gorgias prerequisites

This integration process assumes you have an operating Gorgias service, and a Gorgias user account with the Administrator role and its level of access to this service.

Connect from Ortto

To connect to Gorgias:

  1. Navigate to CDP > Data sources > click New data source.
  2. Under Customer support or All data sources, select Gorgias.
  3. On the Connect to Gorgias page, start by entering your Gorgias account name in the Account field, which is the first part of your Gorgias service’s base URL: https://<gorgias-account-name>.gorgias.com

4. While still on the on the Connect to Gorgias page, you can configure the following:

  • At Data retention, select to either:
    • store only the last 90 days of activity data, or
    • select the time frame for the data stored, and the activities which will be stored.
  • If needed, select Advanced options to choose which CDP fields can be modified from the Gorgias data source.

5. Click Connect then sign in to your Gorgias account (if required). Click Connect App to allow Ortto to connect to Gorgias.

6. After being redirected to Ortto, click Authorize.

7. On the Merge page, select the relevant merge strategy for your Gorgias data source. Learn more about data source merge strategies.

8. Click Sync and the data source will start the syncing process.

How is the data merged into Ortto?

Data is merged from Gorgias to Ortto on the initial connection. Subsequently, newly modified objects are synced when they occur, as the connection is based on webhooks.

The Gorgias integration is read-only, which means that no data is sent from Ortto to Gorgias.

When a person is added to your CDP from the Gorgias data synchronization, if they do not already exist as a contact in your CDP, they are added as a new contact. New contacts will be created as subscribed.

Initial data sync

Data associated with Gorgias objects are merged into the Ortto CDP.

Ongoing data sync

Gorgias data is merged into Ortto approximately every 15 minutes.

Resynchronizing data

Gorgia data is resynchronized when the data source is reconnected and when the data retention limits are adjusted. The resync will not perform a full backfill of data, it will only import changes that occurred since the last Ortto request for Gorgias data.

A resync of the Gorgias data may affect the audiences and campaigns within the CDP by resetting the attributes for the person, and activities, causing a person to potentially re-enter an audience or campaign within the CDP.

What does the data source add to my account?

The Gorgias data source adds:

  • Gorgias Customer records and their associated fields to your CDP.

NOTE: Gorgias contacts are identified via a Name field in Gorgias (with no First name or Last name fields).

When Gorgias contacts are synced to Ortto, the Name field value will be split into First name and Last name field values in Ortto, according to the space in the original Name value.

  • Gorgias activities from the last 90 days. In some cases, however, it may be necessary to store an activity and its attribute data for longer. Therefore, Ortto provides a mechanism for customers to opt-in to selectively store their activity data for longer. Learn more about configuring data retention.
  • The ability to use Liquid syntax in campaign messages to personalize your messages using merge tags for Gorgias person and organization fields, and activity attributes. Learn more about personalizing campaign content with liquid.

NOTE: Deleting a Gorgias data source connection will not remove the current entries in the CDP for people or activities that were merged from that Gorgias connection.

Using Gorgias

Integrating Gorgias with Ortto allows you to import your existing customer, ticket, and satisfaction score data.

When you import your Gorgias data into Ortto, you can:

  • Use Gorgias contact to create highly-customized filters to find specific segments of people for campaigns and audiences. For example, create a filter to trigger a contact’s entry into a journey to receive a detailed customer service survey after the contact’s ticket has been closed.
Example of Journey entry criteria based on the score assigned to a ticket in Gorgias.
  • Use Gorgias ticket data to create reports and dashboards to capture metrics like new number of tickets, number of closed tickets per agent, and so on.
Example of a report showing the number of closed conversations by each agent.