Integration Specifications

This page will help you learn about how Daasity replicates data from Gorgias, limitations to the data we can extract and where the data is stored in the Gorgias schema.

Integration Overview

Gorgias is a customer support platform used by merchants to centralize customer interactions and automate responses to repetitive questions. The Daasity integration with Gorgias extracts data from the most important endpoints needed to analyze how customers interact with customer support and the performance of those interactions.

Integration Availability

This integration is available for:

• Enterprise

• Growth

API Endpoints

The Daasity Gorgias extractor is built based on this Gorgias API documentation. The following endpoints are used by Daasity to replicate data from Gorgias:

• Account

• Events

• Tickets

• Tags

• Ticket Messages

• Users

• Satisfaction Surveys

Entity Relationship Diagram (ERD)

Click here to view the ERD for the Daasity Gorgias integration illustrating the different tables and keys to join across tables.

Gorgias Schema

The Daasity Gorgias extractor creates these tables using the endpoints and replication methods listed. The data is mapped from the source API endpoint to the table based on the mapping logic outlined in each table.

• Accounts

• Accounts Custom Attributes

• Accounts Custom Attributes Data

• Events

• Tickets

• Ticket Tags

• Ticket Messages

• Users

• Satisfaction Surveys

Accounts

• Endpoint: Account

• Update Method: UPSERT

• Table Name: [gorgias.accounts]

JSON Element	Database Column
domain	domain
status	status
created_datetime	created_at
current_subscription::plan	subscription_plan
current_subscription::start_datetime	subscription_created_at
current_subscription::status	subscription_status
settings::id	setting_id
settings::type	setting_type
settings::data::timezone	timezone
settings::data::business_hours::days	business_days
settings::data::business_hours::to_time	business_close
settings::data::business_hours::from_time	business_open
MD5(id + domain)	__sync_key
Daasity: timestamp when loaded into DB	__synced_at

Accounts Custom Attributes

• Endpoint: Account

• Update Method: UPSERT

• Table Name: [gorgias.accounts_custom_attributes]

JSON Element	Database Column
domain	domain
setting_row::id	settings_id
key	custom_attribute_key
value	custom_attribute_value
setting_row::type	custom_attribute_type
_account_id	account_id
MD5(setting_row::id + domain + key)	__sync_key

Accounts Custom Attributes Data

• Endpoint: Account

• Update Method: UPSERT

• Table Name: [gorgias.accounts_custom_attributes_data]

JSON Element	Database Column
domain	domain
settings_row::id	settings_id
array_name	attribute_data_name
settings_row::type	custom_attribute_type
index	custom_attribute_index
key	custom_data_key
value	custom_data_value
MD5(settings_row::id + domain + array_name + index + source_id + key)	__sync_key

Events

• Endpoint:

• Update Method: UPSERT

• Table Name: [gorgias.event]

JSON Element	Database Column
id	event_id
uri	event_uri
object_type	object_type
object_id	object_id
user_id	user_id
type	event_type
context	context
created_datetime	created_at
MD5(id)	__sync_key

Tickets

• Endpoint: Tickets

• Update Method: UPSERT

• Table Name: [gorgias.tickets]

JSON Element	Database Column
id	ticket_id
external_id	external_id
channel	ticket_channel
via	via
from_agent	from_agent
status	ticket_status
priority	ticket_priority
requester::id	requester_id
requester::email	requester_email
requester::name	requester_name
requester::firstname	requester_firstname
requester::lastname	requester_lastname
customer::id	customer_id
customer::email	customer_email
customer::name	customer_name
customer::firstname	customer_firstname
customer::lastname	customer_lastname
assignee_user::firstname	assignee_firstname
assignee_user::lastname	assignee_lastname
assignee_user::id	assignee_id
assignee_user::email	assignee_email
subject	ticket_subject
except	ticket_excerpt
messages_count	messages_count
is_unread	is_unread
created_datetime	created_at
opened_datetime	opened_at
last_received_message_datetime	last_received_at
last_message_datetime	last_message_at
updated_datetime	updated_at
closed_datetime	closed_at
trashed_datetime	trashed_at
snooze_datetime	snooze_at
MD5(id + requestor::id + created_datetime + source_id)	__sync_key

Ticket Tags

• Endpoint: Tickets and Tags

• Update Method: UPSERT

• Table Name: [gorgias.ticket_tags]

JSON Element	Database Column
id	ticket_id
tag::name	tag_name
tag::id	tag_id
account_id	__account_id
MD5(id + name + source_id)	__sync_key

Ticket Messages

• Endpoint: Tickets and Ticket Messages

• Update Method: UPSERT

• Table Name: [gorgias.ticket_messages]

JSON Element	Database Column
id	message_id
ticket_id	ticket_id
public	public
channel	channel
via	via
sender::id	sender_id
sender::email	sender_email
sender::name	sender_name
sender::firstname	sender_firstname
sender::lastname	sender_lastname
sender::channel	sender_channel
integration_id	integration_id
from_agent	from_agent
receiver::id	receiver_id
receiver::email	receiver_email
receiver::name	receiver_name
receiver::firstname	receiver_firstname
receiver::lastname	receiver_lastname
receiver::meta::name_set_via	receiver_channel
subject	subject
body_text	body_text
stripped_text	stripped_text
created_datetime	created_at
sent_datetime	send_at
account_id	_account_id
MD5(id + ticket_id + source_id)	__sync_key

Users

• Endpoint: Users

• Update Method: UPSERT

• Table Name: [gorgias.users]

JSON Element	Database Column
id	user_id
external_id	external_id
active	active
email	user_email
firstname	first_name
lastname	last_name
name	user_name
created_datetime	created_at
updated_datetime	updated_at
account_id	_account_id
MD5(id + source_id)	__sync_key

Satisfaction Survey

• Endpoint: Satisfaction Surveys

• Update Method: UPSERT

• Table Name: [gorgias.satisfaction_survey]

JSON Element	Database Column
id	survey_id
customer_id	customer_id
ticket_id	ticket_id
sent_datetime	sent_at
scored_datetime	scored_at
body_text	body_text
score	score
created_datetime	created_at
MD5(id + customer_id + ticket_id + source_id)	__sync_key