Gorgias is a helpdesk app designed to streamline customer support by allowing your team to handle support requests quickly and efficiently. By integrating Gorgias with Okendo, you can automatically generate support tickets for negative reviews captured in Okendo.
In this article, you will learn how to:
Note: Follow these instructions if you already have a Gorgias integration with Okendo and need to update it to access new features.
Before You Begin
To integrate Gorgias with Okendo, ensure you have completed the following steps:
Create an Account with Gorgias: You must have an existing Gorgias account. For signup instructions, visit the Gorgias and Okendo signup page.
Integrate Multiple Storefronts with Shopify: If you manage multiple storefronts, integrate each one with Shopify. This allows you to connect each store individually to your Gorgias account and customize ticket rules for each storefront.
Setting Up the Gorgias-Okendo Integration
If this is your first time setting up the integration, follow these steps. If you have an existing integration, skip to the next section on reauthorizing your Gorgias-Okendo integration.
Open your Okendo admin > navigate to Settings > Integrations, then navigate to the Gorgias section. Click the edit icon.
Add your store's name to the Account Name field.
Note: If you paste your store's URL, Okendo will automatically shorten it to your store's name. Avoid using special characters such as forward slashes (/), colons (:), or dots (.).
Click Connect.
If a Leave site? pop-up appears, click Leave. Okendo will redirect you to Gorgias to authorize the Okendo app. If you’re integrating multiple storefronts, you only need to authorize the Okendo app once.
Note: Each Okendo app must be connected separately if you have multiple storefronts.
On the Okendo wants access page, click Authorize. Okendo will redirect you back to the Gorgias integration section in Okendo.
Configure the rules for creating tickets. Okendo supports creating tickets for reviews below a certain rating and those with a negative sentiment score. The default settings are:
Rating threshold: 3 stars
Negative sentiment rule: Enabled
Note: Configure these rules separately for each storefront if you have multiple ones.
Click Save.
Reauthorizing Your Gorgias-Okendo Integration
If you already have a Gorgias-Okendo integration, you need to reauthorize it to start moderating and responding to Okendo reviews in Gorgias.
Open your Okendo admin > navigate to Settings > Integrations, then navigate to the Gorgias section. Click the edit icon.
You’ll see a message recommending you reauthenticate your integration to access all features.
Add your store's name to the Account Name field.
Note: If you have an existing Gorgias account, this field will be automatically populated with your store's name.
Click Connect.
On the Okendo wants access page, click Authorize.
Click Save.