Plans and permissions:
- Invite or update team members synced from Gorgias: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
- Your Assembled implementation manager connects Gorgias for you.
Use the Gorgias integration to report, forecast, and build schedules on your Gorgias support volume in Assembled. It brings in your Gorgias tickets as conversations, and your Gorgias users as people.
How the Gorgias integration works
- Conversations sync every 15 minutes.
- Team members: Every valid user in your Gorgias account syncs to Assembled.
- History: The first sync loads 8 weeks of team members and conversations. To load more, ask your implementation manager.
- Agent states don’t sync from Gorgias.
Connect Gorgias
Your Assembled implementation manager sets up the Gorgias connection for you. When it’s connected, history starts loading right away.
Check that data is coming in
History
How long history takes to load depends on how many records you have in Gorgias. It usually finishes within 24 hours. To check progress, go to Report > Support volume, choose a channel and the case volume metric, and set the dates as far back as you like.
Team members
Team members from Gorgias appear in Manage team > People management automatically.
People the integration adds don’t get a welcome email. To invite one, open their row menu on People management and select Send invite email. See People management.
To stop scheduling someone who syncs from Gorgias, give their profile an End date.
How Gorgias data maps to Assembled
Team members
| Gorgias field | Assembled field |
|---|---|
id |
imported_id |
firstname |
first_name |
lastname |
last_name |
email |
email |
timezone |
timezone |
created_datetime |
start_date |
deactivated_datetime |
end_date |
Channels aren’t set from Gorgias. Assign team members’ channels in Assembled.
Tickets
| Gorgias field | Assembled field |
|---|---|
id |
import_id |
created_datetime |
created_at |
channel |
channel |
status and message timestamps |
status |
first_response_datetime |
first_responded_at |
closed_datetime |
solved_at |
assignee_user_id |
assignee_import_id |
tags and custom_fields_list
|
tags |