Data Synchronization with Gorgias

Customer data is synchronized with Gorgias under the following conditions:

1. New Customers: When a new order is processed, the associated customer data is automatically added to Gorgias.
2. Pre-existing Customers: Customers who existed prior to the Gorgias integration will be synchronized when either:
   1. A new order is placed under their account, or
   2. A support ticket is generated using their email address.

This ensures that customer records in Gorgias remain current and aligned with order activity and support interactions.

Ticket creation

In Gorgias, tickets are the primary method for managing customer interactions.

Creating a Ticket from the Inbox Page

A ticket can be created directly from the Inbox page:

1. Locate and click the "Create Ticket" button in the sidebar.
2. This will open the same ticket creation window used on the Customer Page.
3. Within this window, you can search for and select a specific customer to associate with the ticket.

This method is useful when initiating a ticket not tied to a currently viewed customer profile.

Creating a Ticket from the Customer Profile

To create a new ticket directly from a customer's profile:

1. Navigate to the desired Customer Page.
2. Click the "Create Ticket" button located within the customer interface.

This action will open a new ticket pre-associated with the selected customer, allowing agents to initiate communication or log an issue efficiently.

Create a Ticket Window

When the "Create Ticket" button is clicked, a new window will open, allowing the agent to compose and send an email to the customer. This email initiates a new ticket in Gorgias. Agents can utilize preset templates to streamline message creation and ensure consistency in communication.

Ticket Creation via Incoming Email

Customers can also initiate tickets by sending an email to a support email address configured within Gorgias. Emails sent to this address are automatically converted into tickets and routed to the Inbox.

Configuring a Support Email in Gorgias

To set up a support email address:

1. Click the gear icon in the bottom-left corner to access Settings.
2. In the sidebar, navigate to Email.
3. Click the "Add Email Address" button to connect a new support email.

Once configured, incoming emails to this address will generate new tickets and associate them with existing customer records when possible.

What can I do in Gorgias?

Refresh Data

The Refresh Data button allows agents to manually update a customer's profile in Gorgias with the latest information from the CRM.

By default, data from the CRM is only automatically synchronized when a new order is created. As a result, if customer data changes in the CRM outside of an order event (e.g., address updates, subscription changes), it will not be reflected in Gorgias until the Refresh Data function is used.

Clicking this button initiates a sync from the CRM, ensuring the customer record in Gorgias is current.

Update Customer Information

The Update Customer Information feature allows Gorgias agents to modify a customer's record in the CRM directly from within the Gorgias interface.

Agents can perform the following actions:

• Update customer fields:
  • First and Last Name
  • Email address
  • Phone number
• Add internal notes to the customer's record in the CRM for reference or follow-up.

This functionality ensures that customer data remains consistent across both platforms and supports real-time collaboration between support and operations teams.

Note: If you update customer details through Gorgias' customer details section instead of through the Vrio widget the updates will not be sync'd to the Vrio CRM

Full or Partial Refund

This feature enables Gorgias agents to issue refunds for specific orders directly within the Gorgias platform.

• By clicking the Refund button associated with a sale, a popup window appears.
• The agent is prompted to enter the refund amount, supporting both full and partial refunds.
• Once submitted, the refund is processed and recorded against the original order.

This functionality streamlines the refund process by allowing agents to manage refunds without leaving the Gorgias interface.

Billing and Shipping Address Update

This feature enables Gorgias agents to update a customer's billing and/or shipping address information directly within the Gorgias interface.

Agents can modify address details to ensure accurate order processing and delivery, maintaining data consistency between Gorgias and the CRM.

Update Subscription Order

This feature enables Gorgias agents to manage a customer's recurring subscription orders directly within Gorgias. Agents can:

• Cancel an active subscription order.
• Reactivate a previously canceled subscription order.
• Update the date for the next scheduled charge

These actions help support teams efficiently manage subscription statuses without leaving the Gorgias platform, ensuring accurate billing and fulfillment.

Shipment

This feature allows Gorgias agents to manage customer shipments directly within the platform. Available actions include:

• Canceling a shipment.
• Reshipping an order.
• Processing a Return Merchandise Authorization (RMA).

Agents can also view critical shipment details, such as:

• Shipment status
• Carrier information
• Tracking number

These capabilities enable efficient handling of shipping-related customer inquiries and issue resolution without leaving Gorgias.

Vrio Connection

Troubleshooting Widget Issues

If the Vrio widgets within Gorgias are slow to load or return HTTP 400 errors, a recommended first step is to perform a manual synchronization of the widgets.

To do this:

• Navigate to the Gorgias connection settings inside the Vrio CRM.
• Click the "Sync Widgets" button.

This action refreshes and updates the widget configurations, syncing the latest versions to Gorgias. Performing this sync often resolves performance and error-related issues with the widgets.