Follow this integration guide to connect your Gorgias data to SourceMedium.
Gorgias is a customer support platform for ecommerce brands. SourceMedium syncs Gorgias tickets and satisfaction survey data into the unifiedobt_customer_support_tickets table, where support conversations can be analyzed alongside customer and order history.
Requirements
- Admin Access to your Gorgias account to add SourceMedium as an Admin Agent
- Premium Integration
Steps
- Navigate to Settings using the three dots at the top left hand side of the page within the Gorgias app in your Shopify store
- Look for Users in the side bar
- Click Add User on the top right of the Users Page
- Fill in the Name as SourceMedium, Email as integrations@sourcemedium.com, and make sure to select the Role as Admin Agent
What data syncs
| Field | Description |
|---|---|
ticket_csat_score | Customer satisfaction score from Gorgias satisfaction surveys |
ticket_resolution_time_hours | Time from ticket open to close in hours |
is_ticket_one_touch | Whether the ticket was resolved in a single response |
ticket_communication_channel | Channel such as email, chat, SMS, social, or phone |
ticket_message_count | Number of messages in the conversation |
ticket_assignee_team_name | Support team assigned to the ticket |
ticket_tag_names_csv | Comma-separated tags for topic categorization |
ticket_status | Open, closed, or snoozed |
obt_customer_support_tickets table as Richpanel data, with source_system = 'gorgias' to distinguish them.
Questions you can answer
- What is our CSAT score by support channel this month?
- What is our average resolution time by team or assignee?
- Which tags appear most often in tickets from repeat customers?
- What percentage of tickets are resolved in one touch?
- How does support volume trend alongside order volume?