Gorgias is a helpdesk app that allows your Customer Service team to efficiently and quickly handle your customers' support requests. When you integrate Gorgias with Okendo, you can automatically create support tickets for negative reviews captured in Okendo.

In this article, you'll learn how to:

Before you begin

Before you can integrate Gorgias with Okendo, you need to do the following:

  • Create an account with Gorgias:
    You need to have an existing account with Gorgias before you can integrate Gorgias with Okendo. To learn how to sign up for a Gorgias account, go to https://www.gorgias.com/signup.

  • Integrate multiple storefronts with Shopify:
    If you have multiple storefronts, you need to integrate those stores with Shopify. By integrating those storefronts, you can connect each one individually to your Gorgias account when you complete the Gorgias-Okendo integration. You'll also have the ability to customize the ticket rules for each storefront.

Set up Gorgias to integrate with Okendo

If you haven't set up Gorgias to integrate with Okendo in the past, follow these instructions. If you have an existing Gorgias-Okendo integration set up, proceed to the following section, Reauthorize your Gorgias-Okendo integration, to update your connection to Gorgias.

  1. Open your Okendo admin.

  2. Click Settings in the sidebar.

  3. Click Integrations, and then navigate to the Gorgias section.

  4. Click the edit icon.

  5. Add the name of your store to the Account Name field.
    Note: If you're new to our Gorgias integration, and you copy your store's URL and paste it into the Account Name field, Okendo automatically shortens it to just the name of your store. You'll see an error message if you enter any of these special characters in the Account Name field: forward slash (/), colon (:), or dot (.).

  6. Click Connect.

    1. Click Leave if the Leave site? pop-up appears. Okendo redirects you to Gorgias to authorize your Okendo app. If you're connecting multiple storefronts and already authorized your Okendo app, you won't have to authorize your Okendo app again.

    Note: If you have multiple storefronts using Okendo and want to integrate them with Gorgias, you'll need to connect the integration for each Okendo app separately.

  7. Click the Authorize button on the Okendo wants access page.
    Okendo automatically redirects you to the Gorgias integration section in Okendo.

  8. Configure the rules used to create tickets. Okendo supports creating tickets for reviews below a certain rating threshold and reviews with a negative sentiment score. By default, Okendo sets the rating threshold at 3 stars and toggles on the switch for the negative sentiment rule.
    Note: If you have multiple storefronts using Okendo, you'll configure these rules for each store separately. You can make them unique for each storefront.

  9. Click Save.

Reauthorize your Gorgias-Okendo integration

If you have an existing integration between Gorgias and Okendo, you'll need to update it to start moderating Okendo reviews and replying to reviews in Gorgias.

  1. Open your Okendo admin.

  2. Click Settings in the sidebar.

  3. Click Integrations, and then navigate to the Gorgias section.

  4. Click the edit icon.

    You'll see a message that recommends you reauthenticate your integration to start using all the features available when you connect Gorgias and Okendo.

  5. Add the name of your store to the Account Name field.
    Note: If you have an existing Gorgias account, Okendo automatically populates this field with the name of your store.

  6. Click Connect.

  7. Click the Authorize button on the Okendo wants access page.

  8. Click Save.

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