Setup Instructions (Gorgias)

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.

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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.