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Setting up Gorgias as a Source

Connecting Gorgias as a Source in Guru lets you sync your Gorgias tickets, messages, users, and teams into Guru. This makes it easy to generate AI-powered Answers from your customer support data, helping your team find the right information quickly without switching apps.

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Access Required

Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources

Gorgias Access: You do not need to be a Gorgias Admin to set up this source.

Setting up Gorgias as a Source

  1. Go to Manage > Sources in the Guru web app.
  2. Select Gorgias from the list of available Source integrations.
  3. Enter your Gorgias subdomain when prompted (e.g., yourcompany.gorgias.com).
  4. Select Authorize Access to connect Guru with your Gorgias account.
  5. Grant Guru permission to access your Gorgias tickets, messages, users, and teams.
  6. Select the Guru Groups that should have access to this Source’s content.
  7. Optionally, assign a Source Owner to manage this connection.
  8. Click Connect Source to start syncing.

What gets synced

Primary objects are the objects used to generate the search record.

Common Model / What You'll See During Setup

Objects/Data Brought In

Key Fields

Ticket

Primary Object: Gorgias support tickets/conversations

• Name • Description • Status (Enum) • Priority (Enum) • Ticket URL • Completed at • Contact (UUID) • Assignees (Array) • Tags (Array) • Remote created at • Remote updated at • Remote ID • Remote data

Comment

Public messages and internal notes on tickets

• HTML body • Body • User (UUID) • Ticket (UUID) • Contact (UUID) • Is private (Boolean) • Remote created at • Remote ID • Remote data

Attachment

File attachments on messages

• File name • File URL • Content type • Uploaded by (UUID) • Ticket (UUID) • Remote created at • Remote ID • Remote data

Contact

Customer contacts

• Name • Email address • Details • Remote ID • Remote data

User

Gorgias agents/support staff

• Name • Email address • Is active (Boolean) • Teams (Array) • Remote ID • Remote data

Team

Agent teams

• Name • Description • Remote ID • Remote data

Tag

Ticket tags/labels

• Name • Remote ID • Remote data

Permissions

  • When you connect Gorgias as a source in Guru, you'll permission that content in Guru. Learn more here.
  • If someone is not provided with access in Guru to this source, they will not see Gorgias results in searches or when chatting with Guru.

Updated about 2 months ago