A QUICK CHECK
Before you start
Surveywell sends customer satisfaction surveys after eligible Gorgias tickets close. You control the questions, branding, audience, and timing. Survey activity and results can also appear in Gorgias.
- A Gorgias account with permission to install apps. Ask a Gorgias admin to connect the integration if you don’t have access.
- A Surveywell account with admin access. Create an account if you’re new. You’ll need an active trial or subscription to send surveys; see current plans.
- Your Gorgias subdomain. For
your-store.gorgias.com, enteryour-storewhen asked for your Gorgias domain. - Your messaging channels connected in Gorgias. Set up WhatsApp, Instagram, or Facebook Messenger in Gorgias first if you want to survey those conversations.
The same Gorgias account cannot be connected to two Surveywell accounts. If you manage multiple accounts, make sure you choose the right one during setup.
Connect your accounts
Start from Gorgias, or connect from your existing Surveywell account. You only need to complete one of these paths.
Starting from Gorgias
- In Gorgias, open Settings → App Store → All Apps and search for Surveywell.
- Open the app and select Connect App. Follow the prompts to authorize Surveywell for the correct Gorgias account.
- When you return to Surveywell, sign in or create your account. If you’re asked to choose a Surveywell account, select the one you want to connect.
- Look for the confirmation “Gorgias account connected” in Surveywell.
Already using Surveywell? Connect from there instead
- Sign in to Surveywell and choose the account you want to connect.
- During onboarding, use Connect your Gorgias account. For an existing account, open account settings → Integrations and find Gorgias integration.
- Enter your Gorgias subdomain in Gorgias domain and select Connect.
- Approve access in Gorgias, then return to Surveywell and check for “Gorgias account connected”.
The authorization screen lists the permissions. Surveywell reads ticket, customer, agent, and tag information to match your survey rules. It can write ticket messages, survey results, and tags, and create the connection that tells Surveywell when a ticket changes. No API key needs to be copied or shared.
What happens after authorization?
Surveywell automatically creates an HTTP integration in Gorgias to receive ticket updates, along with a survey tag. You don’t need to build a Gorgias rule or manually configure a webhook. Next, review your survey and its triggers before enabling delivery.
Configure your survey
- Open Surveys in Surveywell. Edit an existing survey or create a new one, and make sure it is linked to your Gorgias integration in Settings.
- Open Questions to set your rating question and any follow-up questions.
- Open Triggers to choose which closed tickets should receive a survey. Set the filters below, then select Save.
- Use Customize to adjust the survey’s branding. Review Email settings if that section is available for your survey.
| Setting | What to choose |
|---|---|
| Channels | Choose specific channels, or any of our supported channels. Include the channel you’ll use for your test. |
| Agents & teams | Include or exclude particular agents and teams. Where available, choose human-handled or AI/automation-only tickets. |
| Language & tags | Target the right language or ticket tags. For a controlled test, include a tag applied only to your test ticket. |
| Timing | Send as soon as the ticket is closed, or add a delay in minutes. Account for that delay when testing. |
Sending on WhatsApp, Instagram & Messenger
Make sure the messaging account is connected in Gorgias and included in your survey’s channel filter. Supported private-message conversations can receive the survey through Gorgias on that messaging channel. A public social comment is not the same as a private-message conversation.
Channel sending restrictions still apply. If delivery fails, check whether Gorgias can send a normal reply on the same ticket and whether the channel’s messaging window is still open. Email delivery depends on your account settings and the customer’s available email address.
Avoid running two survey senders for the same tickets. Disable Gorgias’s own satisfaction-survey sending in its CSAT settings. Surveywell may skip a ticket if Gorgias has already sent a native survey.
Test it. Then go live.
A preview checks the survey’s appearance. A new test ticket checks the whole connection.
- Use Preview in the survey editor to check your questions and branding.
- Restrict the trigger to a test-only tag or channel, save it, and select Enable survey. This allows you to test without surveying your normal customer traffic.
- Create a new Gorgias conversation using an email address or messaging account you control. Send an agent reply, add your test tag if used, and close the ticket. Make sure it matches all your trigger filters.
- Wait for your configured delay and check the test customer’s inbox or conversation. Open the survey and submit a response.
- Check the response in Surveywell and the survey activity on the Gorgias ticket. Once you’re happy, replace the test-only filter with your intended audience and save.
Your test survey arrived, the response appears in Surveywell, your production filters are saved, and native Gorgias CSAT is off. You’re ready for the next eligible closed ticket.
Use a new ticket for your test. Tickets closed before the integration was connected are not a backfill source for surveys.
Find your results
Use your Surveywell dashboard to track customer satisfaction and agent performance. Open a survey’s Results to read individual responses, or look at the customer’s profile for their survey history.
In Gorgias, surveyed tickets are tagged with the survey tag created during installation. Survey results can also be synced to Gorgias. Automatic tagging may be attributed in the ticket’s history to the person who installed the integration; that doesn’t mean they tagged it manually.
LET’S GET YOU UNSTUCK
Troubleshooting
Start with the issue you’re seeing. You don’t need to remove the integration to fix most connection problems.
I can’t connect or authorize the app
Check that you have permission to install apps in Gorgias and admin access to the selected Surveywell account. Enter only your subdomain (for example, your-store), not a custom help-center domain.
If authorization was cancelled or the callback failed, restart from the Connect button in Surveywell or the Gorgias App Store, and complete the flow in the same browser. Don’t reuse an old authorization link.
My Gorgias account is already connected elsewhere
One Gorgias account can’t be shared by two Surveywell accounts. Sign in to the Surveywell account that already owns the connection. If you’re moving it, remove that connection before installing it on the new account. Contact us if you no longer have access to the original account.
If your current Surveywell account is linked to a different Gorgias subdomain, remove the old connection before connecting the new one.
The connection worked, but no survey arrived
- Check that your trial or subscription is active and your survey is enabled and linked to Gorgias.
- Use a new ticket, send an agent reply, and close it. Check every trigger filter: channel, agent, team, language, and tags.
- Wait for the configured delay. Check the customer’s address, spam folder, and subscription status.
- Check whether native Gorgias CSAT already sent a survey. Surveywell avoids sending another in that case.
- For messaging channels, try a normal reply in Gorgias. Resolve channel connection or delivery errors there first.
If it still doesn’t arrive, send our team the ticket ID and survey name so we can investigate the delivery.
Surveywell says Gorgias is disconnected
Use the reconnect link in the Surveywell warning banner or the email sent to your account admins. An admin should authorize the same Gorgias subdomain again.
While disconnected, pending surveys retry for up to 24 hours after their intended send time. Older pending surveys stop retrying, and reconnecting does not automatically backfill every ticket closed during the outage. Test with a fresh ticket after reconnecting.
Channels, agents, or teams are missing from the filters
Surveywell may not be able to load the latest information from Gorgias. Existing selections are preserved when the editor can’t load them. Check your connection, reconnect if prompted, and reload the Triggers page before changing your filters.
The customer received two surveys
Check that native Gorgias CSAT and any other survey automation are disabled for the same tickets. Also review your enabled Surveywell surveys for overlapping triggers and check your Follow up settings for tickets that were reopened and closed again.
Disconnect the integration
To stop sending a particular survey, disable that survey rather than removing the whole connection.
To remove the connection, sign in as a Surveywell account admin, open account settings → Integrations, find Gorgias integration, and select Remove integration. Surveywell removes its ticket-update webhook from Gorgias and then removes the connection.
This stops new ticket updates through that connection. Removing an integration is not the same as cancelling your Surveywell subscription. After connecting again, check that your surveys are linked to the correct integration before enabling them.
HUMANS, HERE TO HELP
Still need a hand?
Send us your Gorgias subdomain, Surveywell account name, the affected ticket ID, and any error message. Please don’t send passwords, API keys, or authorization links.
Email support@surveywell.io
