Gorgias is a multi-channel helpdesk solution that connects your business applications and communication channels, giving your support team a unified view of every customer. It centralizes interactions from various platforms into a single interface, making it easier to manage, organize, respond to, and report on customer tickets.
Integrating Gorgias with Document360 lets you manage customer queries from your knowledge base directly within Gorgias, keeping all customer interactions in one place.
Before you begin
- You need a Gorgias account.
- You need your Gorgias App ID. See How to find your Gorgias App ID below.
How to find your Gorgias App ID
The Gorgias App ID is a unique code obtained from the Gorgias application. It is required to connect Gorgias with Document360.
Existing Gorgias user
- Log in to your Gorgias account and navigate to More Options from the Ticket dropdown.
- Select Settings > Channels > Chat.
- Click Add Chat and choose the Any Other Website option under the integration setup.
- Click Create & Customize.
- Follow the prompts to customize your chat configuration.
- Choose the specific Launcher for your chat and click Next.
- Once setup is complete, click Install Manually to get your App ID.
New Gorgias user
Your Gorgias App ID is provided during the initial Gorgias account setup. Copy it during the installation process.
How to integrate Gorgias with Document360
- In the Document360 portal, navigate to Connections () > Integrations () in the left navigation bar.
- Select Gorgias from the list of integrations and click Add. The Add new integration panel appears.
- Add a Description and enter your Gorgias App ID.
The Gorgias App ID is a unique code obtained from the Gorgias application. It is required to connect Gorgias and Document360 in the knowledge base portal.
- Optionally, expand Code inclusion/exclusion conditions to control when the integration runs based on IP address, Workspace, or Language.
- Click Add.
After setup, log in to your Gorgias account to view and respond to user chats from your knowledge base visitors.
Use Gorgias when you need a shared workspace where your team can manage, organize, respond to, and report on customer tickets from multiple channels in one place.
Best practices
- Use Gorgias as your central hub for all customer interactions. Once integrated, conversations initiated from your knowledge base appear in Gorgias alongside tickets from other channels, so your team has full context without switching tools.
- Use the unified view to reduce response time. Gorgias surfaces customer history and data from connected business applications, so agents can respond to knowledge base queries without asking customers to repeat information they've already provided elsewhere.
- Customize your chat launcher to match your knowledge base. When setting up the chat configuration in Gorgias, choose a launcher style that fits the look and feel of your knowledge base site.
- Use Code inclusion/exclusion conditions to control where the widget appears. If the Gorgias chat widget should only appear on certain workspaces or for specific languages, configure conditions to limit where the integration runs.
- Review ticket reports to identify documentation gaps. Gorgias's reporting shows you which topics generate the most tickets, which is a strong signal that those areas need better coverage in your knowledge base.
FAQ
What is the Gorgias App ID?
The Gorgias App ID is a unique identifier obtained from the Gorgias application. Existing users can find it by going to Settings > Channels > Chat, clicking Add Chat, selecting Any Other Website, completing the setup, and clicking Install Manually. New users receive it during the initial account setup.
Why should I integrate Gorgias with Document360?
Gorgias gives your team a single workspace to manage, organize, respond to, and report on customer tickets from multiple channels. Integrating it with Document360 means conversations from your knowledge base surface alongside tickets from other platforms, giving your team full context in one place.
What channels does Gorgias support?
Gorgias connects multiple business applications and communication channels into a unified helpdesk interface. This includes live chat, email, social media, and other support platforms, centralizing all customer interactions in one place.
Can I limit which workspaces or languages the Gorgias widget appears on?
Yes. When adding or editing the Gorgias integration, expand Code inclusion/exclusion conditions and add conditions based on IP address, Workspace, or Language. See Code inclusion and exclusion conditions for full details.
What can I do after completing the Gorgias integration?
After setup, log in to your Gorgias account to view and respond to user chats from your knowledge base visitors. You can also use Gorgias's ticket management and reporting tools to track and analyze customer interactions originating from your knowledge base.