Overview
The Gorgias integration connects your RaveCapture Product Q&A with your Gorgias helpdesk. When a customer asks a product question, a support ticket is automatically created in Gorgias. When your support agent replies to that ticket, the answer syncs back to RaveCapture and is published on your product page.
This means your support team can manage product Q&A entirely from Gorgias — no need to switch between platforms.
How it works
A customer submits a product question on your store
RaveCapture automatically creates a Gorgias ticket tagged ravecapture-qa with the full product context (name, URL, SKU, customer info)
Your support agent replies to the ticket in Gorgias
The reply syncs back to RaveCapture as a product answer
RaveCapture sends the customer a notification email with the answer
Requirements
A RaveCapture Enterprise plan
A Gorgias account with API access enabled
Setup Guide
Setup takes about two minutes.
Step 1: Get your Gorgias API key
Log in to your Gorgias account
Go to Settings → REST API
Click Add REST API Key
Set permissions to Full Access
Copy the API key
Step 2: Connect in RaveCapture
In RaveCapture, go to Settings → Integrations
Click the CRM/Support tab
Find the Gorgias card and click Setup
Enter your details:
Gorgias Subdomain — your workspace name without
.gorgias.com(e.g.my-company)Gorgias User Email — the email address associated with your Gorgias API key
API Key — the key you copied in Step 1
Click Connect
RaveCapture will validate your credentials and automatically set up a webhook in Gorgias to receive agent replies. You'll see a confirmation once the connection is active.
Using the Integration
Viewing tickets in Gorgias
Product question tickets are tagged with ravecapture-qa so you can easily filter and find them. Each ticket includes:
Product name and URL
Product SKU
Customer name and email
The full question text
Date the question was submitted
Replying to questions
Simply reply to the ticket in Gorgias as you would any other support ticket. Your reply will automatically sync back to RaveCapture and be published as a product answer. The customer will receive an email notification with your response.
Managing the Connection
Test your connection
After connecting, you can verify your credentials are still valid by clicking the Test Connection button on the Gorgias integration page.
Disconnect
To disconnect the integration, click the Disconnect button on the Gorgias integration page. This will remove the webhook from your Gorgias account and stop syncing new questions and answers.
FAQ
What happens if my agent replies to a non-RaveCapture ticket?
Nothing — only tickets created by RaveCapture (identified by the ravecapture-qa tag and external ID) will sync answers back.
Can I edit an answer before it's published?
Answers synced from Gorgias are automatically published on your product page. You can always edit or unpublish them from the RaveCapture Q&A management area.
Will customer replies in Gorgias also sync?
No. Only replies from Gorgias agents are synced back as product answers. Customer follow-ups stay in Gorgias.
Do I need to update anything if I change my Gorgias API key?
Yes. Go to Settings → Integrations → CRM/Support → Gorgias and update your API key. RaveCapture will re-validate the connection.