A Simplesat survey can reach your Gorgias customers in an email from a Gorgias macro or rule, in the Gorgias chat when their ticket closes, or in an email Simplesat sends when a Gorgias ticket closes. A survey you paste into a macro or rule works without connecting Gorgias. The chat survey and Simplesat's email need Gorgias connected. Connecting also lets you put each response on the ticket it rates, keep the customer's latest rating on their Gorgias customer, and bring ticket and agent details into Simplesat.

The Gorgias page in Simplesat groups its integrations under Account-wide integrations, Survey integrations and Ticket integrations. You switch each one on separately with Activate integration.

The Ticket integrations run only on surveys connected to Gorgias, and only for responses that came in with a Gorgias ticket ID. A survey counts as connected when its delivery method is External email embed with the Gorgias option, or when it's an Event-based or Web-embed survey with Connected service set to Gorgias.

The Gorgias integrations are available on every Simplesat plan.

In Simplesat, you need the Manage integrations permission to connect Gorgias and switch integrations on. Owner and Admin have it by default.

In Gorgias, you sign in and allow Simplesat access. The integrations then act as the Gorgias user who allowed it, so connect as someone who will keep their Gorgias access. That user needs the Admin role in Gorgias.

Simplesat asks Gorgias for access to read and write tickets, customers, users and tags, to read events and the Gorgias account, and to read and write macros and satisfaction surveys. If your security team asks what a connected tool can read and write, point them to Integration security, permissions and data flow.

Which route fits depends mostly on who should decide when the survey goes out. With a Gorgias macro or rule, Gorgias decides: a rule's conditions pick the tickets, for example every ticket as it closes, and a macro sends when an agent uses it. With the chat and email integrations, Simplesat surveys closed tickets itself, once per ticket. Choosing a survey delivery method sets these side by side with Simplesat's other ways to send.

The survey link carries Gorgias variables, and Gorgias fills them in when it sends the message. That's how each response comes in with its ticket, customer and agent.

Send surveys to chat conversations posts the survey in the chat when a chat ticket closes. It skips snoozed tickets and tickets from other channels, and each ticket gets the chat survey once.

Before it posts, the integration fills in the Gorgias variables in your HTML from the ticket, and the message goes out as the ticket's assigned agent. In the chat, the customer sees the survey as one image of its rating icons, and the image links to the survey. To change the survey later, paste in new HTML and save. The integration can stay on while you do.

On this route, Simplesat sends the survey email itself once Gorgias reports the ticket closed.

Every hour, the integration checks Gorgias for tickets closed in the past hour, so the email goes out within about an hour of the ticket closing. From there, the survey's own Delay (in hours) and Suppression (in days per customer) apply as usual.

Only tickets with a customer email address get the survey, and each one gets it once, so a ticket that's reopened and closed again isn't surveyed twice. When the customer answers, the response arrives in Simplesat with their name and email, the assigned agent, and the ticket's ID and subject.

If an email doesn't arrive, look for it on the survey's Email activity, where these emails show, then work through When a survey does not send.

Simplesat waits at least five minutes after a response arrives before it writes anything to Gorgias, and writes again whenever the response changes. For the full timing and the settings, see Writing feedback back, and mapping the fields.

Each response is added to the ticket it rates as an internal note, with every question and answer. Ratings show as emoji. When the response is credited to a Gorgias agent, the note is posted under that agent's name.

If the customer adds to their response later, for example by answering another question, a second note follows. Under When should this integration run? you can limit notes to the surveys you choose.

The rated ticket gets a tag for its rating, from Rating 0 to Rating 10, and one for its sentiment, which is Positive sentiment, Neutral sentiment or Negative sentiment. The rating tag holds only the number, so a CSAT 4 and an NPS 4 both get Rating 4.

When the rating changes, the old Simplesat tags come off, the new ones go on, and the ticket's other tags stay put. If the tags don't exist in Gorgias yet, the integration creates the whole set, ready for your Gorgias views and rules.

The customer's latest sentiment and latest rating are saved on their Gorgias customer, in data fields named latest sentiment, latest csat, latest nps, latest ces and latest fivestar.

Simplesat finds the customer by matching the customer email on the response. If no Gorgias customer has that email, it writes nothing. There's no survey setting, so every response with a customer email updates the customer.

The latest rating and sentiment don't show in the Gorgias sidebar on their own. To see them on tickets, add them to the sidebar as a widget:

After that, the rating and sentiment show on tickets from customers Simplesat has written to, and on no others.

A response's ticket, customer and agent first come from the variables Gorgias fills into the survey link. Pull ticket details can then fill them in from the ticket itself. Attribution: linking feedback to tickets, customers and agents explains how Simplesat makes these connections.

As soon as a response arrives, Pull ticket details reads the ticket. It then replaces the response's ticket fields and team members with:

Sync customers from Gorgias to Simplesat adds your Gorgias customers to Simplesat and keeps them up to date once a day, at the time of day you switched it on. The first run imports every Gorgias customer. After that, each run picks up the customers updated in the past day. Nothing is written to Gorgias.

Each customer comes in with their name, email and Gorgias customer ID. Their Gorgias custom fields and data become customer attributes, along with active. Each run replaces the customer's attributes in Simplesat with the ones from Gorgias, so read how syncs work in Contact sync from a connected tool before you edit synced attributes in Simplesat.

Create follow-up ticket after receiving feedback opens a new Gorgias ticket from a response, for the surveys and sentiments you switch on in its settings. If you're new to follow-ups, start with Creating a follow-up ticket from feedback, then come back here for what's specific to Gorgias.

The new ticket's subject is New sentiment feedback from customer name on survey survey name, for example New negative feedback from Ana Lopez on survey Support CSAT. Its first message holds every answer and is sent from the customer's email address. The new ticket isn't linked to the rated ticket. If the response changes, for example with a new rating, another ticket can open.

Reconnect to move to a different Gorgias account or subdomain, or to connect as a different Gorgias user. Reconnecting keeps each integration's settings, but it doesn't switch any of them back on.

Survey links in your Gorgias macros and rules keep working.

If the Gorgias user who connected loses access, or the access is revoked in Gorgias, the integrations stop even though the page still shows Authenticated with Gorgias. Reconnect the same way.

Send surveys to chat conversations posts only when the ticket's status changes to closed, the ticket came in through chat, and it isn't snoozed. Each ticket gets the survey once. Check that the integration shows as active. Also check that Survey HTML embed code holds the HTML of a survey set to Gorgias, not the placeholder text. If you've reconnected Gorgias with Revoke access and Authenticate, the integration stays off until you click Activate integration again.

Send a survey after closing a ticket emails the customer on every closed ticket, whatever the channel. Send surveys to chat conversations posts in the chat. With both on, chat customers get both. Send a survey after closing a ticket has no channel setting, so it can't skip chat tickets. To survey chats in the chat and everything else by email, turn it off and send the email from a Gorgias rule with a condition that leaves out chat tickets.

Check each of these:

If none of these explains it, send us the response's link.

Gorgias shows the latest rating in the sidebar only after someone adds the Simplesat data there as a widget. To add it, follow the steps under Update customer in Gorgias with latest Simplesat feedback, above. Even then, a ticket shows the rating only if Simplesat has written to its customer.

The latest rating is saved on the Gorgias customer, not on the ticket. Update customer in Gorgias with latest Simplesat feedback writes it to the customer's data in Gorgias, in fields like latest csat and latest nps. It writes only to the customer whose email matches the customer email on the response. If the response has no email, or no Gorgias customer has that email, nothing is saved.

The note and follow-up integrations run when a response arrives and again when it changes, for example when the customer answers another question later or changes their rating. Each run adds a note or opens a ticket, so one response can produce two.

Simplesat doesn't recheck the connection after you connect. If the Gorgias user who connected loses access, or the access is revoked in Gorgias, the integrations fail and the page still reads Authenticated with Gorgias. Click Revoke access, then Authenticate, then Activate integration on each integration you use. To work out what the page is telling you, check Integration error messages and what they mean.

Yes, if a Gorgias rule sends the survey: add a tag condition to the rule. Send a survey after closing a ticket has no setting for tags, channels or agents.

Within about an hour, plus the survey's Delay. The integration checks Gorgias every hour for tickets closed in the past hour.

The HTML. Generate the code from a survey set to External email embed → Gorgias, choose HTML, copy it, and paste it into Survey HTML embed code.

Choose the new survey in its Survey setting and click Save. The survey has to be Event-based. Set its Connected service to Gorgias too, so the ticket integrations run on its responses. On the older version marked deprecated, replace the survey's Endpoint in its Field mapping instead.

Not from Send a survey after closing a ticket or Send surveys to chat conversations, which each send once per ticket. A Gorgias rule sends the survey every time its conditions match.

They come from Update ticket tags in Gorgias with Simplesat feedback. Rating 4 means a metric rating of 4, whatever the survey's metric. The sentiment tag is the response's sentiment. A new rating replaces both.