You can easily collect customer feedback through Gorgias by using our email transactional integration or by embedding a survey link into Gorgias messages. In this article, we will cover the survey link approach.

You can embed a survey link in a Gorgias message (or signature). When the customer clicks on the link, it will take them to the survey.

Additionally, you can pass Gorgias properties through the link to include important context with each survey response. For this, you will need to append the customer’s email address and other Gorgias properties (e.g., ticket_id, ticket_status, etc.) to the survey URL. This information will be sent to Retently along with the customer’s response.

Here’s a list of customer and ticket properties you can import from Gorgias into Retently using the survey link:

• email: {{ticket.customer.email}}

• full_name: {{ticket.customer.name}}

• tags: {{ticket.tags}}

• source: Gorgias

• ticket_id: {{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}}

How to Create Your Survey Link

To include the Gorgias properties in your survey link, simply follow this structure:

Survey link + customer email variable + Gorgias properties.

Below is an example survey link that includes all the Gorgias properties. You can copy and paste this link into your Gorgias message, but make sure to replace "https://cx.retently.com/cl/1234567891011121314" with your actual survey link.

https://cx.retently.com/cl/1234567891011121314/{{ticket.customer.email}}/?fullName={{ticket.customer.name}}&tags={{ticket.tags}}&source=Gorgias&ticket_id={{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}}

Steps to Add the Survey Link in Gorgias

1. Copy the example survey link provided above.

2. Replace the placeholder link (https://cx.retently.com/cl/1234567891011121314) with your own survey link.

3. Embed the link in a Gorgias message, signature, or automated response.

4. Save the changes and start collecting feedback!

Feel free to reach out to our support team if you need further assistance with setting up your Gorgias integration.