HiQ Surveys integrates customer feedback, QA, and coaching to enhance CX leaders' visibility into service and performance. It provides real-time feedback and agent-level insights to:

Improve service performance
Streamline QA processes
Deliver immediate coaching
Scale teams cost-effectively
Implement service recovery programs

Integration features include automatic feedback requests post-ticket resolution, using Gorgias tags for enriched feedback, linking feedback to Gorgias tickets for actionable insights, creating service recovery workflows, and importing tickets for QA reviews.

Steps

1. Go to Settings -> App Store -> HTTP Integration.

2. Click on Add HTTP Integration.

3. Add the following information:

Triggers: Ticket Updated only
URL: https://satisfaction-webhook-374jmc2hna-uc.a.run.app/[ClientId]/ext-gorgias/[TemplateId]
HTTP Method: POST

Request content-type: application/json
Headers: add x-api-key with the value of the Stella API key, test or live
Request Body: JSON Template

{
    "channel": "{{ticket.channel}}",
    "meta": "{{ticket.meta}}",
    "customer_custom_id": "{{ticket.customer.id}}",
    "customer_name": "{{ticket.customer.name}}",
    "ticket_id": "{{ticket.id}}",
    "status": "{{ticket.status}}",
    "templateId": "",
    "language": "{{ticket.language}}",
    "tags": "{{ticket.tags}}",
    "customer_email": "{{ticket.customer.email}}"
}

Custom Rules Using Gorgias

1. Create the hiq-survey-send and hiq-do-not-send Tags under Settings -> Productivity -> Tags.