Zonka Feedback's Gorgias integration lets you automatically send surveys to customers after a Gorgias ticket is closed, updated or created, add surveys to your Gorgias macros, and create new Gorgias tickets based on survey responses.
With Gorgias and Zonka Feedback, you can:
Trigger Email or SMS surveys automatically when a ticket is closed, updated or created
Add a survey to your Gorgias macros so agents can ask for feedback in one click
Create new tickets in Gorgias based on survey responses
Sync survey scores and responses back to Gorgias tickets
Sync Gorgias agents to Zonka Feedback and track their performance
In this section
What do you need for this integration?
A Zonka Feedback account - any plan
A Gorgias account with admin access
Setting up the Gorgias integration with Zonka Feedback
Choose a survey from the Survey List View and head to the Integrations tab from the top navigation.
Click on 'Connect' in Gorgias.
On the Gorgias integration detail page, enter your Gorgias subdomain and click on 'Connect to Gorgias'. Your subdomain is the first part of your Gorgias URL. For example, if your Gorgias URL is zf.gorgias.com, enter zf.
You'll be redirected to Gorgias. If you're not logged in, you will have to log in at this step.
Next, you will see an Authorization Screen. Click on 'Allow' to give Zonka Feedback permission to access your Gorgias account.
You'll be directed back to Zonka Feedback, where you'll see 'Connected to yourstore.gorgias.com'. Now you can enable Gorgias for creating new tickets, adding a survey to your macros, sending surveys automatically and syncing responses back to Gorgias.
Syncing your Gorgias agents
Zonka Feedback syncs your Gorgias agents so every response is linked to the agent who handled the ticket. You can then track each agent's performance in Zonka Feedback.
Click on 'Resync Agents' on the Gorgias settings page.
Select the agents you want to sync and click on 'Sync Now'. Agents who are already synced are shown as Synced.
Run Resync Agents whenever you add new agents in Gorgias.
Creating a Gorgias ticket automatically
With the Gorgias and Zonka Feedback integration, you can automatically create a new Gorgias ticket when a survey response meets the rules you set. Your team no longer needs to check new responses in Zonka Feedback or by email and raise tickets by hand. For example, you can create a ticket every time a customer gives a low CES or NPS score.
How to automate creating tickets in Gorgias?
Once you have connected your Gorgias account, go to Integrations within the survey you'd like to create tickets for, and open the Gorgias settings.
Turn on 'Create a new ticket in Gorgias'.
Choose All or Any in 'Create a new ticket when All or Any of the following conditions are met for a new response'. Choose All if every condition must be met for a ticket to be created. Choose Any if one matching condition is enough.
Add the filters. Click on '+ Add Filter' and pick a survey question, response detail, variable, contact attribute or response attribute (such as Sentiment). You can add as many filters as you like. They are checked every time a new response is received, and if they are met, a new ticket is created in Gorgias.
Once you have added the filters, click on Save.
âNote: The respondentâs email is mandatory to create a ticket in Gorgias, because the ticket is created against that customer in Gorgias. If a response has no email, a ticket canât be created. Make sure your survey captures the email in one of these ways:
Send an Email survey: When you send the survey by email from Zonka Feedback (for example, with âSend Zonka Feedback survey automaticallyâ), the respondentâs email is captured automatically.
Pass the email in the survey link: Add the email to the survey URL as a query string parameter, for example
?contact_email=xyz@example.com. so Gorgias fills in the customerâs email automatically.Add an Email field in the survey: Add an Email question to your survey so respondents enter their email address.
The new ticket includes the survey response as an internal note, so your customer is not emailed. If the response came from a Gorgias ticket, the new ticket also links back to the original ticket.
To change or remove filters, repeat the steps above and click on Save once done.
Adding a survey to your Gorgias macros
While replying to customers in Gorgias, your agents can add a Zonka Feedback survey to the reply using a macro. Customers can then give feedback on the conversation right from your message.
To add a survey to your Gorgias macros, follow these steps.
Go to Integrations within your survey and open the Gorgias settings.
Turn on 'Add a survey to your Gorgias Macros'.
Choose an Embed Style. There are 3 embed styles available.
Question: Embeds the first question of your survey in the message. Customers answer by clicking an option, and the rest of the survey opens in their browser.
Button: Embeds a 'Give Feedback' button. On click, the survey opens in the customer's browser.
Hyperlink: Embeds a link to your survey. On click, the survey opens in the customer's browser.
Based on the embed style you choose, the code appears in the Code tab. Use the Preview tab to see how it will look.
Click on 'Copy' and paste the code into a macro or rule in Gorgias.
The code includes Gorgias placeholders for the ticket ID and the assigned agent's email. Gorgias fills them in when the macro is used, so every response is linked to the right ticket and agent.
Note: Question and Button styles display only in email. On chat, Instagram, WhatsApp and other channels, use the Hyperlink style.
Triggering SMS or Email surveys automatically
You can send an SMS or Email survey from Zonka Feedback automatically when a Gorgias ticket is closed, updated or created. It's an easy way to measure your customers' satisfaction and their experience with your agents. For example, when a ticket is closed, you can trigger a CSAT or NPS survey to the customer.
To set this up, follow these steps.
Go to Integrations within the survey you'd like to send, and open the Gorgias settings.
Turn on 'Send Zonka Feedback survey automatically'.
Click on 'Add Trigger'. A trigger form will open.
Fill in the following details to create the trigger.
Trigger Name - A name to identify the trigger.
Trigger Description - A short summary of what the trigger does.
Channel - Choose between an Email survey or an SMS survey.
Trigger Event - Choose when the survey should be sent: Ticket is closed, Ticket is updated or Ticket is created.
Delay - Choose when to send the survey after the event: immediately, or after a delay. If the ticket is reopened during the delay, the survey is not sent.
Ignore Throttling - Choose Yes to send this trigger's survey even when Survey Throttling is on.
Conditions - Add conditions under ALL (every condition must be met) and ANY (at least one must be met). Select the object (Ticket or Customer), the property, the operator and the value. You can add conditions on ticket properties such as Status, Channel, Tags, Assignee Agent, Assignee Team, Priority, Subject and Language, and on customer properties such as Email, Name and Language.
Click on 'Save'.
You can see all your triggers by clicking on 'View All Triggers'. From there you can edit or delete a trigger.
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Survey Throttling
Turn on Survey Throttling if you don't want a customer to receive the survey again for a ticket that has already been surveyed. This is useful with the 'Ticket is updated' event, which can fire many times for the same ticket.
Syncing scores and survey responses to Gorgias
When a survey response is received for a Gorgias ticket, you can sync the CX metrics (NPS, CSAT and CES) and the full response back to that ticket. Your support team can then see the customer's feedback right while viewing the ticket in Gorgias.
To sync scores and responses to Gorgias, do as follows.
Turn on the toggle 'Sync back responses in Gorgias'.
Choose how you'd like to sync back: Basic Syncing or Advanced Syncing.
Basic Syncing
Choose the checkboxes for 'Sync Score' and 'Sync full response'. You can select one or both.
Sync Score - Syncs NPS, CES and CSAT scores to the relevant score fields on the ticket.
Sync full response - Adds an internal note to the ticket with all the questions and answers in the response. Internal notes are visible only to your team, not to the customer.
Advanced Syncing
Use Advanced Syncing to map each survey question or attribute to a specific Gorgias ticket field.
Select 'Advanced Syncing' and click on 'Setup Field Mapping'.
For each survey field, choose the Gorgias field it should sync to, or leave it as No Mapping to skip it.
Click on 'Save'.
Make sure the Gorgias field type matches the answer: scores sync to Number fields, single-choice answers to Dropdown fields (the answer must match a dropdown option exactly), Yes/No answers to Yes/No fields, and open-text answers to Text fields.
Click on 'Save' at the bottom of the settings page to start syncing all new survey responses.
Removing the Gorgias integration
Anytime you want to remove the Gorgias integration, you can do so easily. Here's how.
Go to Surveys > Integrations > Gorgias.
Scroll down to the bottom and click on 'Remove Integration', then confirm.
Surveys will stop sending from Gorgias and new responses won't sync back to tickets. Responses already collected stay in Zonka Feedback. You can reconnect your Gorgias account anytime.
FAQs: Gorgias integration with Zonka Feedback
Where can I see my triggers in Gorgias?
Triggers are saved and run in Zonka Feedback, so they don't appear in Gorgias Rules. You can view and manage them from 'View All Triggers' on the Gorgias settings page in Zonka Feedback.
Can my customers see the survey response synced to the ticket?
No. Responses are added as internal notes and ticket fields, which only your team can see.
Why is the embedded question or button not showing on chat or Instagram?
Question and Button styles display only in email. For chat, Instagram, WhatsApp and other channels, use the Hyperlink style.
Why is no agent shown on a response?
The response is linked to the agent assigned to the ticket. If the ticket had no assigned agent, or the agent hasn't been synced, no agent is shown. Click on 'Resync Agents' to sync new agents.
Will a customer get the survey more than once for the same ticket?
If a ticket is reopened and closed again, or updated several times, a trigger can fire more than once. Turn on Survey Throttling to send the survey only once per ticket.
Why is a ticket field empty after Advanced Syncing?
For Dropdown fields, the survey answer must exactly match one of the field's options. If it doesn't match, the field is skipped and the rest of the response still syncs.