Pull from Gorgias

How to authenticate

Gorgias uses OAuth 2.0 for secure authentication. To connect Gorgias to Parabola:

1. Get your Gorgias subdomain
   
   • Your subdomain is the part of your Gorgias URL before .gorgias.com. For example, if your Gorgias URL is https://acme.gorgias.com, your subdomain is acme.
2. Connect in Parabola:
   
   • In your flow, add a Pull from Gorgias step.
   • Click Authorize and enter your Gorgias subdomain when prompted.
   • You'll be redirected to Gorgias to approve the connection. Accept the permissions necessary to make the connection and pull your data into Parabola.

Parabola will securely store your credentials and automatically refresh your access token, so you don't need to re-authenticate.

Available data

Using the Gorgias integration in Parabola, you can bring in:

• Tickets: Full ticket details including subject, status (open, closed, etc.), channel (email, chat, social), assignee information, customer details, tags, spam status, creation and update timestamps, and custom fields.
• Messages: Individual messages within tickets, including message body (HTML and plain text), channel, sender information (from agent or customer), and timestamps.
• Customers: Customer profiles with email addresses, names, external IDs, and associated customer data.
• Events: Ticket lifecycle events such as ticket creation, closure, assignment changes, and other activity with timestamps and event type details.
• Satisfaction surveys: CSAT survey data including survey scores, send dates, and associated ticket IDs.
• Tags: All tags used in your Gorgias account for categorizing and organizing tickets.
• Users (Agents): Team member information including names, email addresses, and user IDs.

Common use cases

• Pull ticket and message data to measure support team performance, including response times, resolution rates, and agent productivity across different channels and time periods.
• Analyze satisfaction survey scores alongside ticket data to identify which issues, products, or agents drive higher or lower CSAT scores.
• Schedule flows to pull yesterday's tickets, calculate key metrics (first response time, tickets resolved, backlog), and send summary reports to Slack or email.
• Track ticket volumes by tag, channel, or event type to spot recurring issues, seasonal patterns, or emerging product problems that need attention.
• Reconcile Gorgias ticket and customer data with Shopify order data to understand which products generate the most support volume or identify high-value customers who need extra attention.
• Export tickets and messages with specific tags or from certain time periods for quality assurance reviews, training, or compliance audits.

Tips for using Parabola with Gorgias

• Schedule your flow to run daily to keep support dashboards and reports current. For real-time monitoring during peak seasons, consider hourly refreshes.
• Use date filters to pull only recent tickets or events rather than reprocessing historical data on every run, which speeds up your flow and reduces API usage.
• Combine with other data sources including Shopify orders, carrier tracking data, or inventory systems to create end-to-end operational visibility and identify root causes of support issues.
• Set up alerts in Parabola to notify your team via Slack or email when ticket volumes spike, response times exceed thresholds, or CSAT scores drop below targets.
• Filter and order by status and tags to focus on specific ticket segments like open tickets, escalated issues, or tickets tagged with specific product lines or problem types.
• Document your logic with cards in Parabola so your team can easily understand and maintain your support reporting flows as your needs evolve.