Gorgias
Escalate conversations by opening a Gorgias ticket for your support team.
Overview
Connect Gorgias and your agent can hand a conversation to your human team by opening a ticket in Gorgias. The ticket includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.
What you can do
Let the agent handle routine questions on its own, and hand off to Gorgias the moment a case needs a person, with the context already on the ticket.
Zetra's own Helpdesk comes first
Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Gorgias is ever unreachable. If you connect several helpdesks, each one gets its own ticket.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- Your Gorgias subdomain, account email and a REST API key; see Find your Gorgias API key.
- A Standard plan or above. See pricing.
How to connect Gorgias
Open the Gorgias integration
Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the Gorgias card. A window opens.
Enter your subdomain, email and API key
In the Gorgias Integration window, type your subdomain (the yourcompany in yourcompany.gorgias.com), the email of your Gorgias account and the API key, then click Submit. Zetra checks them with Gorgias and stores the key encrypted.
Add the Escalations action
- Open your agent and click Build → Actions.
- Click Create action, open Escalations and choose Create ticket.
- Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.
When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Gorgias and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.
Find your Gorgias API key
- Sign in to Gorgias.
- Go to Settings → REST API.
- Create a new API key, or copy an existing one. The username shown there is your account email.
Check it works
In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new ticket should appear in Gorgias within a few seconds, with a summary of the issue.
Troubleshooting
“Gorgias rejected this email and API key”
Possible cause: the email isn't the one shown next to the key in Settings → REST API, or the key was deleted.
Managing the connection
Click Manage on the Gorgias card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Gorgias; tickets already created stay in Gorgias.