Help desks: Gorgias, Re:amaze, Kustomer, Gladly and Richpanel
Connect the help desk your support team already works in, and Aglyn keeps it up to date with your store. Each customer who has ordered from the site is added to the help desk with their recent orders, so an agent answering a ticket sees what that person bought, when, for how much and where the order stands, with a link to the order in your console.
If you choose, messages sent through the site's forms can also open as new tickets in the help desk, from the person who sent them.
Each help desk uses your own account, connected with your own API credentials; Aglyn does not sell one and never asks for your password.
Before you start
- Permission: connecting, changing or disconnecting a help desk takes Manage help desk connections, which a site's admins hold by default. Seeing the card and the sync log takes See help desk connections, which a site's admins and editors hold by default. See custom roles.
- Verified email: verify your email address first.
- A plan that includes your store. Help desks carry your buyers and their orders, so they come with the plans that include selling.
- Your help desk's API credentials, listed for each help desk below.
Connect a help desk
- Open the site, then Setup → Integrations. The Help desks card lists each help desk on a row of its own.
- On your help desk's row, select Connect.
- Fill in the fields it asks for (see below), then select Check and connect. Aglyn checks the details with the help desk before keeping them, stores the key encrypted and never shows it again.
- The row shows Syncing. The first sync starts within 15 minutes.
What each help desk asks for
| Help desk | What to enter |
|---|---|
| Gorgias | Your Gorgias domain (acme for acme.gorgias.com), and the username and API key Gorgias lists in its REST API settings. |
| Re:amaze | Your Re:amaze brand (acme for acme.reamaze.io), the email you sign in with, and your API token from Settings → Developer → API Token in Re:amaze. |
| Kustomer | An API key from Settings → Security → API Keys in Kustomer, with roles to read and write customers, custom objects and messages, and to read Klasses. Creating a key needs an administrator in Kustomer. |
| Gladly | Your Gladly organization (acme for acme.gladly.com), and the email and API token of a Gladly user with the API User permission. |
| Richpanel | Your API key from Settings → Integrations → API Keys, your store's app client ID from Settings → Connected Apps, and the support email address your Richpanel email channel receives mail at. |
You can type the domain, brand or organization as the whole address; Aglyn keeps only the first part.
What your agents see
Aglyn sends each person who has ordered from the site, by their email address, with their name and, when it is in international format, their phone number. People who have never ordered, such as newsletter subscribers or leads, are not sent.
On the first sync, Aglyn sends the site's paid orders from the 90 days before you connected. After that, each order is sent when it is paid, and again when it is fulfilled, delivered, refunded or canceled, so its status stays current. Test-mode orders are never sent.
Each order carries its number, date, status, total, refunded amount, items and a link that opens it in your console.
| Help desk | Where orders appear |
|---|---|
| Gorgias | On the customer as customer data: their latest order and their 10 most recent orders. Show it in the ticket sidebar the way you show any customer data in Gorgias. |
| Re:amaze | On the contact as customer data attributes: Last order, Last order items, Last order link and Recent orders. |
| Kustomer | Each order as a custom object on the customer's timeline, updated as the order changes. Choose which custom object in Orders object (see Settings). |
| Gladly | Each order as an activity on the customer's timeline, with a View order link. A new activity is added when the order's status changes. |
| Richpanel | Each order in the customer's order history, updated as the order changes. |
Send contact form messages as tickets
This is off until you turn it on. On the connected help desk's row, turn on Send contact form messages to your help desk. From then on, each message someone submits through any of the site's forms opens a new ticket from its sender:
| Help desk | What a message becomes |
|---|---|
| Gorgias | A new ticket from the customer. |
| Re:amaze | A new conversation in the Channel you choose. |
| Kustomer | A new conversation from the customer, as an inbound email message. |
| Gladly | A task for the customer in the Inbox you choose, due a day after the message arrives. |
| Richpanel | A new email ticket from the customer to your support email address. |
The ticket's subject is the message's subject answer, or the form's name and the sender's name. Its text is the message, then the form's other answers, then the form's name and the page it was sent from.
A few things to know:
- The sender must give an email address. A message with no email address has nobody to reply to, so it is not sent.
- Only new messages are sent. Messages submitted before you turned this on stay in your Inbox only.
- Your Inbox still gets every message. Sending to a help desk is in addition to the Inbox, not instead of it.
Settings
Each connected help desk's row has:
- Channel (Re:amaze), Inbox (Gladly) or Orders object (Kustomer): where contact form messages or orders go. The menu lists what your help desk has; if it is empty, add one in your help desk, then connect again. Until you choose, the row says what it is waiting for.
- Send buyers and their orders, on by default.
- Send contact form messages to your help desk, off by default.
- Pause and Resume, which stop and restart everything for this help desk. While paused, nothing new is queued for it.
The sync log
Aglyn syncs every 15 minutes. Sync now runs it at once; anything left over continues in the background. Sync log lists recent runs, what each sent, and anything the help desk refused, newest first.
When something goes wrong, the row says so:
- Connect again: the help desk no longer accepts the details you entered. Select Connect again and enter them fresh.
- Stopped: the sync failed many times in a row. Fix what the message describes, then select Sync now.
- An order or message the help desk refuses is tried again for a while, then listed in the sync log as Not sent, and the rest carry on.
Disconnect
Select Disconnect on the help desk's row and confirm. Nothing more is sent to it, and the stored key, the sync log and any orders or messages not yet sent are deleted. Customers, orders and tickets already in your help desk stay there.
To stop it for one site without disconnecting, turn off Help desks for that site in its plugin settings.