Gorgias

gorgias is a customer support and helpdesk platform built for ecommerce brands, unifying email, chat, social, and sms conversations into one inbox connecting gorgias to chord brings your support history into the same warehouse as your orders, customers, and marketing data, so ticket volume, response times, and csat can be analyzed alongside everything else your brand tracks what chord ingests from gorgias chord pulls 12 datasets from your gorgias account each dataset becomes its own table in your chord snowflake schema tickets every support ticket, including channel, subject, status, assignment, and tags messages every message tied to a ticket, with sender and timestamp customers contact records from gorgias, including name and email satisfaction surveys csat ratings and comments left on resolved tickets tags the tag library used to label and filter tickets users agent accounts in your gorgias workspace teams the team groupings tickets can be assigned to integrations the third party apps and channels connected to your gorgias account macros saved canned responses rules automation rules configured in gorgias views saved ticket views and filters events account activity events, pulled with a 30 day lookback on the first sync once your connector is live, ask your chord contact to enable the gorgias tickets explore and the prebuilt gorgias support showcase dashboard in analytics heads up tickets, messages, customers, and events sync incrementally, picking up only what changed since the last run satisfaction surveys, tags, users, teams, integrations, macros, rules, and views resync in full every run generate a gorgias api key you'll need three things from gorgias your account subdomain, the email address of the gorgias user the key belongs to, and a rest api key generated from that user's account there's no scope picker one key grants access under that user's own permissions heads up only account owners and admins can generate a rest api key in gorgias if you're on another role, ask an admin on your team to create the key or grant you access first log in to your gorgias helpdesk click the settings icon in the bottom left corner, then go to account → rest api under password (api key) , click create api key the key is generated immediately and shown alongside your base api url and username copy the key it stays visible on the rest api page, so you can come back for it later the reset button next to it generates a new key and invalidates the old one immediately, so only use it when you mean to rotate note the subdomain from your gorgias url (the part before gorgias com ) and the email address of the account you generated the key under you'll need both to connect in chord connect the key in chord open chord hub and go to data sources → add source pick gorgias from the data source list enter your gorgias account subdomain in the account subdomain field use just the prefix, for example yourbrand for yourbrand gorgias com , not the full url enter the email address of the gorgias user who owns the key in the user email field paste the key into the api key field click save chord makes a test call against https //\<subdomain> gorgias com/api/account to confirm the credentials work the first sync kicks off automatically and backfills your ticket, message, and customer history from there, gorgias syncs on your tenant's standard ingestion schedule troubleshooting what does the validate step actually check? chord sends a get request to https //\<subdomain> gorgias com/api/account using http basic auth with the email and api key you entered a 200 response means the credentials are valid and the connection saves no ticket or customer data is pulled or stored at this stage it's a connectivity check only the validate step failed what now? check that the subdomain field holds just the prefix, yourbrand , not the full url and not a trailing slash confirm the email matches the gorgias user the key was generated under, not a different teammate's account if both look right, someone may have clicked reset in gorgias since you copied the key open settings → account → rest api , copy the current value, and paste it into chord do gorgias api keys expire? no a key stays valid until someone clicks reset next to it in gorgias that invalidates the old key at once, and syncing stops until the new one is saved in chord how do i rotate the key? in gorgias, go to settings → account → rest api and click reset next to password (api key) the old key stops working the moment the new one appears, so paste the new value into the same gorgias credential entry in chord hub and click save right away to keep the gap short how does gorgias data connect to my order and customer data? chord matches gorgias contacts to your store's customer records by email, lowercased and trimmed on both sides, inside the gorgias tickets explore a contact with no email on file, or one who's never placed an order, won't have a match gorgias doesn't carry an order reference, so there's no direct ticket to order join, only the email based customer match the explore includes a has matching oms customer field under the customer group, so you can filter to matched contacts or see unmatched tickets as a known gap instead of blank customer attributes "no" covers both contacts who never ordered and contacts whose gorgias record has no email to match on why does my raw ticket count look higher than the support volume i'd expect? not every row in the tickets table is a genuine support request review platform notifications, social mentions, and other automated messages can land in gorgias as tickets alongside real customer conversations, depending on how your team has gorgias configured if you're using ticket counts as a proxy for support volume, check the channel and via fields on each ticket to see how it actually arrived, rather than relying on total row count alone need help? if you hit a credential or connectivity issue you can't resolve on the platform, reach out to help\@chord co mailto\ help\@chord co with the exact error message we'll trace the request and tell you what's failing