Gorgias

Authenticate

When you're setting up your first workflow with Gorgias, you'll need to add your Gorgias subdomain into the text field. For example, if your Gorgias dashboard URL (after you log-in) is https://subdomain-example.gorgias.com/app your Gorgias subdomain would be: subdomain-example

Once your subdomain is entered, click on Connect with Gorgias to finish the process. You may be asked to log-in into your Gorgias account.

Afterwards, you can re-use the newly created credential and select it for your future workflows!

Configuration

Creating a ticket with an internal note

To create a ticket with an internal note, you will need to follow the below set-up instructions:

1. Add a Gorgias Create Ticket action into your workflow and connect Gorgias with MESA if necessary.

2. Scroll down a little until you see the Channel field under the Messages. Select api from the dropdown menu.

3. Below that you should see the From Agent field under External ID. Select Yes from the dropdown menu.

4. There are 2 additional fields to fill out under Messages.

• Messages > Sender > Email: This would be the email address of the person who sent the message. It can be a team user or a customer

• Messages > Via: Select internal-note from the dropdown menu

6. As an optional set-up, you can enter the following fields by clicking the More options button:

• Customer > Email: The email address of the customer that the ticket should be sent to after a reply to the internal note is made.

• Messages > Body Text: The full text of the internal note.

• Messages > Subject: The subject of the internal note.

7. After adding and updating fields, click to Save your changes!

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I don't see my Gorgias workflow activating when I update something in Gorgias?

MESA workflows that contain Gorgias Triggers (such as Customer Created) will run on a polling system. Meaning, on every hour or whatever the selected frequency is selected in your MESA workflow, MESA will look for any recent activity in Gorgias. As a result, you may not see immediate activity in your MESA workflow until the frequency hits.

In Gorgias triggers, you can find the polling system in the Configure menu if you click the More options button to add it. You can keep the default frequency or adjust it.

Once the frequency hits, MESA will process every single task that has accrued within the previous timeframe.

🗒 Note: Please note that available frequencies will differ depending on your MESA billing plan.