Gorgias Integration

About Gorgias

What is Gorgias?

Gorgias is a helpdesk designed with e-commerce in mind. It can help you provide multi-channel services to your shoppers from one single app. With integrations, get shopper data across multiple products you use to make the life of your shoppers easier.

What is the context of Gorgias + Return Rabbit?

Return Rabbit helps you keep track and service the return and exchange requirements of your shoppers, something which isn’t possible end-to-end on Shopify. If you’re already integrated with Gorgias, you will see Shopify data and get to address shopper queries faster. After integrating your Return Rabbit account with Gorgias, you will also get their Return Rabbit details in Gorgias itself, so that your Customer Support team has all the information that they need to address a shopper’s query, right from Gorgias itself.

How to integrate Gorgias and Return Rabbit?

Integrating Gorgias and Return Rabbit is a two-step process, after which you will tailor Gorgias to your needs.

Let’s breakdown the process so it is easy to understand:

  • Get API Key from Return Rabbit
  • Add the API Key and URLs in Gorgias
  • Add other configurations within Gorgias
  • Save & Set up the integration

Now, let’s take each of these steps and walk through them.

Step 1: Getting API Keys from Return Rabbit:

API Keys are your way of connecting two products that communicate with each other. To get Return Rabbit API Keys, please follow the steps below:

  • Open your Return Rabbit merchant portal.

  • Navigate to Settings → Manage API Tokens

     

    You can may generate up to 3 API tokens at a time. The tokens will only be visible to you once when they have been created. Make sure to save the token when you see it. If you lose your full copy of an API token, you may delete a token and create a new one.

     

  • To add a token, click on Generate A Token

  • Fill out the form to generate a token.

    • Select the desired API Scope, for the Gorgias integration, we want to Select ‘Service Request API’.
    • Add a comment to the token about where you are going to use this token.
    • Add the email of your developer as an Emergency Developer Contact to be notified about the changes in API.
    • Click on Generate Token.
  • Copy the API Key and save it somewhere secure.

All done.

Now that you have your API Token, it’s time to set up the integration on Gorgias.

Step 2: Adding Integration on Gorgias

  • Go to your Gorgias control center.

  • Navigate to Settings.

  • Go to Integrations in the General tab.

  • Scroll to the ‘HTTP’ integration option and click on it.

  • On the top right of the page, click on ‘Add HTTP Integration’.

  • Fill in the details for the integration.

    • Add the desired Integration name and Description.

    • Please ensure that all the triggers are selected.

  • For URL, please enter the following:

     🖇️ https://api.returnrabbit.app/v1/service-requests/?customer_email={{ticket.customer.email}}
  • For HTTP method, use GET

  • Response content type should say application/json . Please do not change this option.

  • Click on ADD HEADERS

  • Add your API Key and Value in the headers section:

    🖇️ In the Key field add the following: Authorization In the Value field, add the word ‘Token’ followed by your API Key (Ex: If your api key is abc1234, write Token abc1234)

  • Once finished filling out the form, at the bottom of the page click on Add Integration

Testing Your Integration

To get to the widget editor, please follow the steps below:

  • Start by clicking on Create Ticket on Gorgias:

  • Search for a pre-existing customer (A customer who has done both Shopify purchase and a return rabbit return or exchange)

  • Click on the customer name and hit set as customer.

  • Once set as a customer, move to the left-hand panel.

  • Click on the e-mail icon and select Leave an Internal Note

  • Add a subject at the top of the middle section and look for a template in the lightning icon. Select any template.

  • Click on Send

Once you have sent the e-mail, please go to Settings → Integrations → HTTP

Select your integration. You will see two tabs at the top of the page, Settings and Logs. Click on Logs.

There, you will see list of responses you are getting from the API. Select the response. It will look something like this:

Now, it’s time to set up your widget.

The Gorgias widget is where you will see all the data that is coming in from the API. You can edit your widget and show the data that works best for you.

Next we will set up a Gorgias widget and edit the displayed data fields.

Step 3: Setting Up Gorgias Widget

To get to the widget editor, please follow the steps below. We’ll start by repeating the same process used to test the API response:

  • Start by clicking on Create Ticket on Gorgias:

  • Search for a pre-existing customer (A customer who has done both Shopify purchase and a return rabbit return or exchange)

  • Click on the customer name and hit set as customer.

  • Once set as a customer, move to the left hand panel.

  • Click on the e-mail icon and select Leave an Internal Note

  • Add a subject and look for a template in the lightning icon. Select any template.

  • Click on Send

  • Once you have sent it, click on the cog icon to see the response from the API.

  • Scroll down until you get to the HTTP data block.

  • You may remove existing widget configurations by clicking on the x on the top right of a widget panel.

  • To start your new configuration, drag the “results” data block from the left-hand side to the right-hand panel.

  • Now you may edit your widget. See the Glossary below for more details on available data. Drag fields to rearrange them or delete unneeded fields by hovering over the field and clicking x.

  • Be sure to click “Save Changes” after any customization to save the newly created widget.

  • To validate the widget’s functionality, repeat the process to create a new customer ticket and send a response. Widget data will be populated on the right-hand panel.

Glossary For Gorgias Integration

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