In Retently you can view the specific ticket associated with a feedback.
This button will appear in the Feedback widget in the lowest-right corner of the feedback.
You will be transferred to the Gorgias ticket that triggered this survey by simply clicking on the button.
To ensure that this feature is enabled in your account, make sure that you are passing the
"ticket_id" property.
If you have not integrated Gorgias to Retently. and the "ticket_url" property in the following format: "ticket_url": "[Your Gorgias Domain]/{{ticket.id}}". For example, check the JSON body below:
{
"email": "{{ticket.customer.email}}",
"full_name": "{{ticket.customer.name}}",
"tags": "{{ticket.tags}}",
"source": "Gorgias",
"ticket_id": "{{ticket.id}}",
"ticket_url": "https://retently.gorgias.com/app/ticket/{{ticket.id}}",
"ticket_status": "{{ticket.status}}",
"customer_id": "{{ticket.customer.id}}",
"assignee_name": "{{ticket.assignee_user.name}}",
"assignee_email": "{{ticket.assignee_user.email}}",
"ticket_channel": "{{ticket.channel}}",
"ticket_subject": "{{ticket.subject}}",
"ticket_snooze_date": "{{ticket.snooze_datetime}}",
"ticket_created_time": "{{ticket.created_datetime}}"
}