Purpose: This article explains how to integrate your Gorgias with Sendcloud. By connecting the two platforms, you can automatically create support tickets in Gorgias based on key shipment events tracked in Sendcloud. This allows customer service teams to act faster and offer a more personalised experience to end-customers.
What is Gorgias?
Gorgias is a customer service platform designed for e-commerce businesses. It helps support teams manage all customer interactions in one place and provides automation tools like Rules and Macros to make support processes more efficient.
How does the integration work?
Once installed from the Gorgias App Store, the Sendcloud integration will automatically create support tickets in your Gorgias workspace when specific shipping events occur.
These events currently include:
- Shipment lost
- Delivery delayed
- Parcel damaged
- Pickup point changed
- Address error
You do not need to configure anything manually; Sendcloud will handle ticket creation based on predefined conditions. If you're logged out during setup, you’ll be prompted to authenticate before the connection is established.
Note: Using Gorgias Rules and Macros, you can create automated email workflows triggered by these tickets (e.g., send an email to a customer when a ticket tagged sendcloud_exception_delayed is created).
How to install the integration
- Go to the Gorgias App Store
- Search for Sendcloud in the list of available apps
- Click Install
- Authenticate with your Gorgias account if prompted
- The integration will activate immediately, and tickets will start appearing automatically based on the shipment events listed above
FAQ
Can I customize which shipment events create tickets?
Not at the moment. The initial version includes a fixed set of shipment events. However, we’re working on adding customization options in a future update.