---
title: "How to Integrate Gorgias with Document360?"
slug: "gorgias"
description: "Gorgias is a multi-channel helpdesk interface that collects business apps and communication channels to provide support agents with a unified view of their customers."
tags: ["Gorgias", "Integrations"]
updated: 2026-07-20T07:23:35Z
published: 2026-07-20T07:23:35Z
canonical: "docs.document360.com/gorgias"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Gorgias

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](#how-to-find-your-gorgias-app-id) below.

---

## 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

1. Log in to your Gorgias account and navigate to **More Options** from the **Ticket** dropdown.
2. Select **Settings** > **Channels** > **Chat**.
3. Click **Add Chat** and choose the **Any Other Website** option under the integration setup.
4. Click **Create & Customize**.
5. Follow the prompts to customize your chat configuration.
6. Choose the specific **Launcher** for your chat and click **Next**.
7. Once setup is complete, click **Install Manually** to get your App ID.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/2_ScreenGIF-Getting_Gorgias_ID.gif" class="article_image" alt="Gorgias Settings showing the Chat channel setup flow to obtain the App ID">
</div>

### New Gorgias user

Your **Gorgias App ID** is provided during the initial Gorgias account setup. Copy it during the installation process.

---

## Integrate Gorgias with Document360

1. In the Document360 portal, navigate to **Connections** (<i class="fa-regular fa-grid-2-plus"></i>) > **Integrations** (<i class="fa-thin fa-chart-network"></i>) in the left navigation bar.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Accessing%20Integrations.png" class="article_image" alt="Integration options displayed in the Document360 Integrations page">
</div>

2. Select **Gorgias** from the list of integrations and click **Add**. The **Add new integration** panel appears.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Gorgias%20integration%20in%20chat%20column.png" class="article_image" alt="Gorgias shown in the Chat section of the Document360 Integrations list">
</div>

3. Add a **Description** and enter your **Gorgias App ID**.

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
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.
:::

4. Optionally, expand **Code inclusion/exclusion conditions** to control when the integration runs based on **IP address**, **Workspace**, or **Language**.
5. Click **Add**.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Gorgias%20integration%20with%20ID.png" class="article_image" alt="Gorgias Add new integration panel showing Description and App ID fields">
</div>

After setup, log in to your Gorgias account to view and respond to user chats from your knowledge base visitors.

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
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

<div class="faq-wrapper" data-type="details-wrapper">
<details open>
<summary><p>What is the Gorgias App ID?</p></summary>
<div data-type="details-content"><p>The Gorgias App ID is a unique identifier obtained from the Gorgias application. Existing users can find it by going to <strong>Settings</strong> > <strong>Channels</strong> > <strong>Chat</strong>, clicking <strong>Add Chat</strong>, selecting <strong>Any Other Website</strong>, completing the setup, and clicking <strong>Install Manually</strong>. New users receive it during the initial account setup.</p></div>
</details>
<details>
<summary><p>Why should I integrate Gorgias with Document360?</p></summary>
<div data-type="details-content"><p>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.</p></div>
</details>
<details>
<summary><p>What channels does Gorgias support?</p></summary>
<div data-type="details-content"><p>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.</p></div>
</details>
<details>
<summary><p>Can I limit which workspaces or languages the Gorgias widget appears on?</p></summary>
<div data-type="details-content"><p>Yes. When adding or editing the Gorgias integration, expand <strong>Code inclusion/exclusion conditions</strong> and add conditions based on IP address, Workspace, or Language. See <a href="https://docs.document360.com/docs/advanced-insertion-rules-in-integration" target="_blank">Code inclusion and exclusion conditions</a> for full details.</p></div>
</details>
<details>
<summary><p>What can I do after completing the Gorgias integration?</p></summary>
<div data-type="details-content"><p>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.</p></div>
</details>
<button class="details-arrow" type="button"></button>
</div>