Content
Overview
When customers contact you to ask about their orders, it can take a long time for your support team to find the right information.
The problem with most helpdesks is that they are separate from your store's order management system. This makes it hard for customer service teams to quickly access information about orders and shipments, which means longer response times and less satisfied customers.
What is Gorgias?
Gorgias is a customer support platform built for e-commerce companies, which connect all of your customer service channels. It allows you to respond to customers in seconds with back-office data from Shopify, Magento, BigCommerce, and others.
How does the Gorgias + WeSupply integration help reduce manual work for customer service?
By integrating Gorgias with WeSupply, we make it easy for customer service teams to access order details without leaving the helpdesk.
This way they can answer customer questions quickly and efficiently by using one platform instead of switching between multiple apps or emailing back and forth with other departments in your company.
This helps ensure better response times and happy customers!
How does the Gorgias + WeSupply integration work?
When a customer contacts you through Gorgias asking about their order status, next to that ticket in Gorgias, all of the relevant shipment tracking data will be displayed directly within Gorgias!
What are the main benefits of integrating Gorgias + WeSupply?
The main benefits of integrating Gorgias with WeSupply are:
👉 View customers’ history of purchases and relevant shipping information.
👉 Automates daily work and reduces manual digging through emails and reports for order details.
👉 Makes support conversations faster and efficient.
👉 Improves customer support service quality.
How to integrate Gorgias with WeSupply?
Easily integrate Gorgias with WeSupply by following the steps below:
Step 1
Create an account with Gorgias or log in to your existing account:
Step 2
Create your helpdesk in case you don't have a Gorgias account yet:
Step 3
Click on Tickets -> Settings:
Step 4
Under the App Store section - Click on HTTP Integration:
Step 5
Add HTTP Integration:
Step 6
Here, in the URL section, you can:
A. Search the Orders of a customer based on the email using the format from our Order Lookup API along with Gorgias's variable to pass the email of the ticket customer: {{ticket.customer.email}}.
https://yourclientname.labs.wesupply.xyz/api-url/orders/lookup?CustomerEmail={{ticket.customer.email}}
Then, set the HTTP Method as GET.
The Response content type is application/json.
For the Headers section, you'll need to log into your WeSupply account to generate an API Key Value by going to Settings -> Integrations -> Webhook & API -> API Keys section. Click Create API Key.
Once completed, now in Gorgias insert the:
API Key: X-WeSupply-Api-Secret
API Key Value: the API Key generated in WeSupply
B. Search the Returns of a customer based on the email using the format from our Returns API along with Gorgias's variable to pass the email of the ticket customer: {{ticket.customer.email}}.
https://yourclientname.labs.wesupply.xyz/api-url/returns/grabById?CustomerEmail={{ticket.customer.email}}
Then, set the HTTP Method as GET.
The Response content type is application/json.
For the Headers section, you'll need to log into your WeSupply account to generate an API Key Value by going to Settings -> Integrations -> Webhook & API -> API Keys section. Click Create API Key.
Once completed, now in Gorgias insert the:
API Key: X-WeSupply-Api-Secret
API Key Value: the API Key generated in WeSupply
When you're done, click Add Integration:
Step 7
Go to Integrations -> HTTP and make sure that your integration is enabled (ON).
Step 8
To test the integration, go to Tickets and create a ticket for a client.
Step 9
Click on Edit widgets to edit your order lookup widget
Step 10
In this section, you can edit your orders widget to showcase the information you find relevant. Simply drag the widget from the left side to the right, and then click on Edit Widget:
For example, you can add in the title the order number for each order submitted, by copying the variable. E.g. for the order number: {{OrderExternalOrderID}}
Step 11
After you finish editing, click Submit and Save changes.
Simply click on the ticket you want, and you can see the entire order history of the customer to easily identify order details.
FAQs
Q: What information is pushed to Gorgias from WeSupply?
WeSupply pushes in Gorgias relevant order details and shipping information.
Q: Based on what parameters is WeSupply identifying customers to bring order information in Gorgias?
WeSupply brings order details in Gorgias based on the customer's email address.
If the customer email address used to open a ticket in Gorgias is the same as the one used when placing orders on your website, WeSupply overtakes that information and displays the order information in Gorgias.
Q: Is this integration available on the WeSupply Free Plan?
No. This integration is only available with the WeSupply paid plans.
Q: Do you integrate with other helpdesk platforms?
Yes. One of the major integrations in this area is with Zendesk.
Please find more details here: How to Connect Zendesk With WeSupply?
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