Delighted

Delighted empowers teams to gather real feedback from customers in minutes, not weeks. No technical knowledge required. Collect industry-leading metrics (NPS, CSAT, CES, and others) and meet customers where they are using Delighted’s collection of distribution methods (Email, Web, SMS, and more).

Integration benefits

Delighted’s easy-to-use CX platform allows teams to start capturing feedback quickly, share the results automatically, and build a company culture based around the voice of customers. What can you expect with Delighted?

• Launch surveys in minutes
• Customizable and user-friendly - no tech knowledge required
• Built-in survey best practices for maximizing response rates
• Smarter insights and automation powered by Delighted AI
• Real-time dashboard for CX oversight
• White glove service from your customer Concierge
• Industry-leading CX practices backed by Qualtrics

How it works

Our integration enables you to automatically distribute Delighted feedback requests after tickets are updated 

Setup instructions

1. Encode your API key

• Grab your API key in Delighted
• Go to https://coding.tools/base64-encode
• Input your API key in the top field
• Click Base64 encode
• Take the output and add the word “Basic” to the start. Should look similar to: “Basic ABCo23434fjewf9iw”
• Save this - you’ll need it for later!

1. Open the Profile View in Gorgias

1. Click on Integrations

1. Select HTTP

1. Click on “Add HTTP Integration”

1. Input HTTP Details

• Integration name: Delighted Survey Trigger
• Description: Triggering Delighted surveys
• Triggers: Ticket updated
• URL: https://api.delighted.com/v1/people.json
• HTTP Method: POST
• Request content type: application/json
• Response content type: application/json

1. Headers:

• Click + Add Header
• Input Authorization in the left-hand field
• Input your code from Step 1 above (from the encoder) in the right-hand field
• Request Body, JSON Template (copy/paste)

{

"name": "{{ticket.customer.name}}",

"email": "{{ticket.customer.email}}",

"delay": "86400",

"properties": {

"Ticket ID": "{{ticket.id}}",

"Customer ID": "{{ticket.customer.id}}",

"Ticket Tags": "{{ticket.tags}}",

"Assignee Name": "{{ticket.assignee_user.name}}",

"Assignee Email": "{{ticket.assignee_user.email}}",

"Ticket Channel": "{{ticket.channel}}",

"Ticket Subject": "{{ticket.subject}}",

"Ticket Created Time": "{{ticket.created_datetime}}"

}

}

1. Save changes