Troubleshooting Gorgias

Overview

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Help Scout as a data source.

For further assistance, please send an email to our Support team at help@ortto.com or chat with our Support team from your account:

1. In the left-hand navigation drawer of your Ortto account, click Support.
2. On the How can we help? page:
   1. Under Quick links, click Chat with support.
   2. Type your message in the Talk messenger widget to start a conversation with our team.

Incomplete setup from Gorgias app market

If the connection is initiated from the Gorgias app market and the configuration was interrupted before reaching the confirmation page, the data source will fail to connect.

In such cases, you can continue with connecting the data source from Ortto directly.

Learn how to connect Gorgias from Ortto.

Disconnect and delete the data source

You must disconnect and archive a data source before you can delete it.

Disconnecting a data source from Ortto will stop new data from the data source merging with the CDP.

Learn about disconnecting, archiving and deleting a data source under Managing data sources.

Reconnect the data source

Once the data source has been deleted from the account, you can reconnect the Gorgias integration.

Learn how to connect Gorgias from Ortto.

Connect more than one Gorgias account

Ortto can connect to only one Gorgias account at a time. To connect a different Gorgias account, you must first disconnect the existing data source and delete it so a new one may be added.