This tutorial explains how to send survey responses from Retently to Gorgias using Zapier, either by creating a new support ticket or adding a message to an existing one. It covers two approaches, using generic Zapier webhooks or the dedicated Retently Zapier app, with a focus on the simpler app-based setup that captures new survey responses automatically.
You will see how to configure the Zap trigger, map survey data like score, comment, date, and customer details, and choose between creating a new Gorgias ticket or appending the response to an existing ticket using the ticket ID. The tutorial also highlights how to include additional properties such as order count, total spend, or feedback topics, so your support team can continue the conversation and resolve issues directly in Gorgias.
Quick checklist: Export survey responses to Gorgias with Zapier
Create or sign in to your Zapier account and start a new Zap.
Choose Retently as the trigger app and select New Survey Response.
Connect your Retently account and load a test survey response.
Add an action step with Gorgias.
Choose whether to:
Create a new ticket, or
Add a message to an existing ticket
Map survey fields into Gorgias:
Score, comment, response date
Customer email and name
Optional data like order count, total spend, or feedback topics
For existing tickets, map the Ticket ID to append the response correctly.
Test the Zap to confirm the ticket or message appears in Gorgias.
Turn the Zap on so future survey responses are sent automatically.