Junip's integration with Gorgias allows you to manage review follow-up without leaving the Gorgias help desk.
This integration allows you to respond directly to reviews privately via email or through Junip's public review response. You also have the ability to see a customer's past reviews from the Gorgias dashboard, and have easy access to links that you can share with the customer for them to leave a review or edit their existing review.
In this guide, we'll cover:
How does the integration work
We send reviews that meet a specified star rating criteria (eg. 2 stars and below) directly as tickets to the Gorgias help desk. From there, you can respond to the review via email or through Junip's public review response system.
Setting up the integration
Connect Junip to your Gorgias account
Open your Gorgias account and click on Tickets / Settings
Scroll to "App Store" and select All apps
On the top right corner search bar, search for and select Junip
Click on Connect App > then select Authorize on the authorization screen
Lastly, click Continue and this will redirect you to the Gorgias integration section of your Junip admin
Add the integration to your flows in Junip
Now that you've connected Gorgias with your Junip admin, you need to add Gorgias as an Action in your Review submitted actions flow so that we can start sending events there.
To do so, visit the Flows section in your Junip admin, click Edit beside the "Review submitted actions" flow and add Gorgias under the "Available actions" section.
Setup ticket rules
In "Conditions", select the star rating that you want to trigger a new ticket in Gorgias and click "Save". In the below example, any review with a rating of 3 stars or lower will create a ticket.
Actions you can take directly from Gorgias
Now that you've enabled the integration and set up the ticket rules reviews that meet the specified criteria will create a ticket in Gorgias. Below are some of the different things you can do there:
Privately respond to customers via email
Write a public reply directly from Gorgias, which will pull in Junip admin & display on-site along with the review. You can do so by clicking on "Publicly Reply" under "Junip Reply" on the right side > add your reply and click Execute. This will turn the value of "Junip Reply Status" to True
Under "Junip Reviews", you'll find some handy links such as the "Edit Review Link", which allows customers to edit their review & the "Leave Review Link", which allows customers to see all the products they've purchased that can be reviewed (more on this here). You'll also be able to see customer's past reviews "Review".
Lastly, by clicking on "Shopify", you'll be able to pull the order information.