Gorgias integration

Connect Gorgias

1. Open Settings → Integrations.
2. Under Gorgias, enter the Subdomain (the part before .gorgias.com), the API Email and the API Key. Gorgias shows the key in its Settings → REST API.
3. Select Test connection to check the details.
4. Under Ticket creation settings, choose Create ticket when return is submitted, Create ticket when return is rejected, or both.
5. Select Connect Gorgias.

ZenReturn stores the API key encrypted and shows only its last 4 characters. To change the details, select Edit. To remove the connection, select Disconnect Gorgias.

Tickets

With Create ticket when return is submitted, a new return creates a ticket "Return Request - Order …" for the customer. It lists the items, the reason, the customer notes and the resolution the customer asked for.

With Create ticket when return is rejected, ZenReturn adds the rejection to the ticket of the return. If the return has no ticket, it creates a ticket "Return rejected - Order …".

The return page shows a Gorgias ticket card. Select View in Gorgias to open the ticket. You can also link a ticket by its number or URL, or select Unlink.

Sidebar widget

The widget shows a customer's returns inside a Gorgias ticket: the 5 latest returns with their status, number of items, resolution and a link to the return in ZenReturn, and the total number of returns of the customer.

1. In Settings → Integrations, under Sidebar widget, select Enable sidebar widget.
2. Open Setup instructions on the same card. It shows your widget endpoint URL.
3. Select Copy next to the Widget secret.
4. In Gorgias, go to Settings → App Store → HTTP Integration → Add. Set up a GET request to the endpoint URL, with an Authorization header of Bearer and your secret.
5. Save the integration in Gorgias, and open a customer ticket to test it.

For a pending return, the widget data also has approve and reject actions. Each one sends agentEmail. The Audit log records the action with that email, or with agentName if you add that field to the request body.

Select Regenerate to make a new secret. The old secret stops working, so update it in Gorgias.

If your store moves to a plan without the integration, ZenReturn stops creating tickets and the widget stops answering. Your Gorgias settings stay saved.