Gorgias
Connect Gorgias to Ploy to see every helpdesk user in your Gorgias account, the role each one holds, who has been invited, who has been deactivated, and which teams they belong to. Ploy can also add users, change a user's role, remove users, and add or remove users from teams.
This integration is in beta
The Gorgias integration is in beta. It was built from Gorgias's documented REST API and has not yet been run against a live Gorgias account, so some behaviour may differ from what is described here until it has.
The first step of setup is a consent checkbox. Ticking it lets Ploy send redacted error data to its own monitoring when a call to Gorgias fails. Redacted means secrets, tokens and personal details are removed before anything is stored. Ploy uses it only to fix problems with the integration. You need to tick it to continue.
What Ploy reads
Every helpdesk user in the connected account, with their email address, name and role (Admin, Agent, Basic agent, Lite agent, Observer agent, and the system roles Gorgias assigns itself).
Users who have been invited but have not accepted yet, shown as pending.
Deactivated users, shown as no longer having access from the date Gorgias deactivated them.
Bot and app users, shown as service accounts rather than people.
Whether a user signs in with single sign-on.
The Gorgias account itself, so several Gorgias accounts connected to one Ploy organisation stay separate.
Every team, and which users belong to it.
Customers (the people who raise tickets) are not helpdesk users and are not read. Gorgias does not report when a user last signed in, so last activity is not shown.
What Ploy can change
Add a user by email, with a role (Observer agent if none is chosen). Adding someone who is already a user counts as done and leaves their role as it is.
Change a user's role to Admin, Agent, Basic agent, Lite agent or Observer agent. The Bot and internal roles are assigned by Gorgias and cannot be set.
Remove a user. Removing someone who is already gone counts as done. Gorgias's API cannot deactivate a user, so removal is the way Ploy takes access away.
Add or remove a user from a team, from the team's page in Ploy.
Before you start
You need three things:
Your account's gorgias.com address, for example acme.gorgias.com.
The email address of a Gorgias user with the Admin role.
That admin's API key. Sign in to Gorgias as that admin, open Settings, then REST API, and create an API key. Ploy acts with that user's permissions, so they must hold the Admin role for Ploy to make changes.
Connect Gorgias
In Ploy, open Integrations and choose Gorgias.
Tick the beta consent checkbox.
Enter your Gorgias address, the admin's email address and the API key.
Select Test to check the details. Ploy reads your account's users with the key to confirm it works.
Save the connection. The first scan starts straight away.
To connect another Gorgias account, add another Gorgias connection.
Troubleshooting
Gorgias rejected those details: check the email address is the one the API key was created under, and that the key was copied in full.
That API key cannot read users: the user who owns the key needs the Admin role.
Gorgias could not find that account: check the address matches the one you sign in at, for example acme.gorgias.com.