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How to use Zapier to create tickets in Gorgias

Zapier is a tool that helps you build workflow between apps. You can leverage its power to connect hundreds of apps to your Gorgias account.

Common use cases

Here are some of the things are users are doing by connecting Zapier & Gorgias:

  • When your brand is tagged on Instagram, create a ticket in Gorgias
  • When there's a new order on your Amazon store, create a ticket in Gorgias
  • When a user leaves their phone number in Salesforce, update the user in Gorgias

Tutorial: Instagram + Gorgias

Here's a step-by-step on the first use case mentioned above: create a ticket in Gorgias when your brand is tagged on Instagram.

  1. Head to your Zapier account, and create a new Zap

  2. In the Trigger step, select Instagram and the event New Tagged Media as the Instagram trigger. Then, choose the hashtag you'd like to monitor (for example, your brand name). Done? Great!
    Zapier Instagram trigger step

  3. In the second step, select Webhook by Zapier, and then Custom Request. Then, fill the following fields:

    • Method: POST
    • URL: https://{company_domain}.gorgias.io/api/tickets/
    • Data Pass-Through: No
    • Unflatten: no
    • Headers: Content-Type application/json
    • Basic Auth: {your-email}|{your-API-key} Your API key can be found on your Gorgias account under Settings -> You -> API Key
    • Data:
{  
   "channel":"api",
   "via":"api",
   "messages":[  
      {  
         "public":false,
         "channel":"api",
         "via":"api",
         "sender":{  
            "name":"{username_from_step1}"
         },
         "subject":"New mention on Instagram",
         "body_text":"New post mentioning your brand: {link_from_step1}"
      }
   ]
}

Gorgias create ticket step

Test the step, turn on your Zap, tada! You're good to go. Now, if someone tags your brand on Instagram, it will create a ticket in Gorgias.

If you have any question, click the chat bubble on the right or email us. If you don't have a Gorgias account and want to start playing with Zapier & Gorgias, you can create on here. Have fun!

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