Gorgias is a customer support platform used by merchants to centralize customer interactions and automate responses to repetitive questions. The Daasity integration with Gorgias extracts data from the most important endpoints needed to analyze how customers interact with customer support and the performance of those interactions.
This integration is available for:
- Growth
- Pro V1
- Pro V2
ERD EMBED
ENDPOINT: Gorgias
Gorgias data is retrieved by accessing the API via: https://.gorgias.com/api and the using the following endpoints to retrieve the following data:
- https://developers.gorgias.com/reference#account
- https://developers.gorgias.com/reference#users
- https://developers.gorgias.com/reference#tickets
- https://.gorgias.com/api/integrations/
- https://developers.gorgias.com/reference#tags
- https://developers.gorgias.com/reference#ticket-messages
- https://developers.gorgias.com/reference#satisfaction-surveys
Account TABLE
API Endpoint: https://.gorgias.com/api/account/
Data Mapping.
| JSON Element | Database Column |
|
domain |
domain |
|
status |
status |
|
created_datetime |
created_at |
|
current_subscription.plan |
subscription_plan |
|
current_subscription.start_datetime |
subscription_created_at |
|
current_subscription.status |
subscription_status |
|
settings.id |
setting_id |
|
settings.type |
setting_type |
|
settings.data.timezone |
timezone |
|
settings.data.business_hours.days |
business_days |
|
settings.data.business_hours.to_time |
business_close |
|
settings.data.business_hours.from_time |
business_open |
|
__source_id |
domain |
| Daasity: id generated for each unique record | __sync_key |
| Daasity: timestamp when loaded into DB | __synced_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Sync Key | MD5(id, domain) |
Users TABLE
API Endpoint: https://.gorgias.com/api/users/
Data Mapping.
| JSON Element | Database Column |
|
id |
user_id |
|
external_id |
external_id |
|
active |
Active |
|
|
user_email |
|
name |
user_name |
|
firstname |
First_name |
|
lastname |
Last_name |
|
created_datetime |
Created_at |
|
updated_datetime |
Updated_at |
| Daasity: id generated for each unique record | __sync_key |
| Daasity: timestamp when loaded into DB | __synced_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Extraction Detail | Run for both role = admin and role = agent |
| Sync Key | MD5(id, __source_id) |
Tickets TABLE
API Endpoint: https://.gorgias.com/api/tickets/
Data Mapping.
| JSON Element | Database Column |
|
id |
ticket_id |
|
External_id |
External_id |
|
channel |
ticket_channel |
|
via |
Via |
|
From_agent |
From_agent |
|
status |
ticket_status |
|
priority |
ticket_priority |
|
Requester.id |
requester_id |
|
Requester.email |
requester_email |
|
Requester.name |
requester_name |
|
Requester.firstname |
requester_firstname |
|
Requester.lastname |
requester_lastname |
|
Customer.id |
customer_id |
|
Customer.email |
customer_email |
|
Customer.name |
customer_name |
|
Customer.firstname |
customer_firstname |
|
Customer.lastname |
customer_lastname |
|
Assignee_user.firstname |
assignee_firstname |
|
Assignee_user.lastname |
assignee_lastname |
|
Assignee_user.id |
assignee_id |
|
Assignee_user.email |
assignee_email |
|
subject |
ticket_subject |
|
except |
ticket_excerpt |
|
Messages_count |
messages_count |
|
Is_unread |
is_unread |
|
Created_datetime |
created_at |
|
Opened_datetime |
opened_at |
|
Last_received_message_datetime |
last_received_at |
|
Last_message_datetime |
last_message_at |
|
Updated_datetime |
updated_at |
|
Closed_datetime |
closed_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Sync Key | MD5(id, _source_id) |
Integrations TABLE
API Endpoint: https://.gorgias.com/api/integrations/
Data Mapping.
| JSON Element | Database Column |
|
id |
integration_id |
|
User.id |
Integration_user_id |
|
type |
Integration_type |
|
name |
Integration_name |
|
created_datetime |
created_at |
|
updated_datetime |
updated_at |
| Daasity: id generated for each unique record | __sync_key |
| Daasity: timestamp when loaded into DB | __synced_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Sync Key | MD5(id, __source_id) |
Ticket Tags TABLE
API Endpoint: https://.gorgias.com/api/tickets/
Data Mapping.
Data is extracted from the nested JSON of the ticket endpoint.
| JSON Element | Database Column |
|
id |
ticket_id |
|
tag.name |
tag_name |
|
tag.id |
tag_id |
| Daasity: id generated for each unique record | __sync_key |
| Daasity: timestamp when loaded into DB | __synced_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Sync Key | MD5(id, __source_id) |
Ticket Messages TABLE
API Endpoint: https://.gorgias.com/api/tickets/
Data Mapping.
Data is extracted from the nested JSON of the ticket endpoint.
| JSON Element | Database Column |
|
id |
message_id |
|
ticket_id |
ticket_id |
|
public |
Public (Boolean) |
|
channel |
channel |
|
via |
via |
|
from_agent |
From_agent (Boolean) |
|
sender.meta.name_set_via |
sender_channel |
|
sender.id |
sender_id |
|
sender.email |
sender_email |
|
sender.firstname |
sender_firstname |
|
sender.lastname |
sender_lastname |
|
Integration_id |
integration_id |
|
receiver.id |
receiver_id |
|
receiver.name |
receiver_name |
|
subject |
subject |
|
stripped_text |
stripped_text |
|
created_datetime |
created_at |
|
sent_datetime |
sent_at |
| Daasity: id generated for each unique record | __sync_key |
| Daasity: timestamp when loaded into DB | __synced_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Sync Key | MD5(message_id, ticket_id, __source_id) |
Satisfaction Survey TABLE
API Endpoint: https://.gorgias.com/api/satisfaction-surveys/
Data Mapping.
Data is extracted from the nested JSON of the ticket endpoint.
| JSON Element | Database Column |
|
id |
survey_id |
|
customer_id |
customer_id |
|
ticket_id |
ticket_id |
|
sent_datetime |
sent_at |
|
scored_datetime |
scored_at |
|
body_text |
body_Text |
|
score |
score |
|
created_datetime |
created_at |
| Daasity: id generated for each unique record | __sync_key |
| Daasity: timestamp when loaded into DB | __synced_at |
Business Rules.
| Business Rule | Value |
| Load Type | UPSERT |
| Extraction Frequency | DAILY |
| Sync Key | MD5(id, __source_id) |