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DelightedUpdated 4 months ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


Delighted empowers teams to gather feedback from shoppers in without requiring any technical knowledge. You can collect industry-leading metrics (NPS, CSAT, CES, and others) and meet shoppers where they are using Delighted’s collection of distribution methods (Email, Web, SMS, and more).

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

  • Launch surveys in minutes
  • 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 shopper Concierge
  • Industry-leading CX practices backed by Qualtrics
Surveys are programmed to be sent from Delighted after 24 hours from the time the ticket is updated in the helpdesk. If you want to adjust the time frame after which surveys trigger, adjust the JSON code.


Steps

1. Get your API key in Delighted.

2. Go here and input your API key in the top field.

3. Click Base64 Encode.

4. Take the output and add the word Basic to the start - it should look similar to Basic ABCo23434fjewf9iw. Save this as you’ll need it for later.

5. Navigate to Settings -> App Store -> HTTP Integration.

6. Click Add HTTP Integration.

7. Input the HTTP Details:

  • Integration name: Delighted Survey Trigger
  • Description: Triggering Delighted surveys
  • Triggers: Ticket updated
  • URL: https://api.delighted.com/v1/people.json
  • HTTPMethod: POST
  • Requestcontenttype: application/json
  • Responsecontenttype: application/json

8. 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):
1{
2"name": "{{ticket.customer.name}}",
3"email": "{{ticket.customer.email}}",
4"delay": "86400",
5"properties": {
6"Ticket ID": "{{ticket.id}}",
7"Customer ID": "{{ticket.customer.id}}",
8"Ticket Tags": "{{ticket.tags}}",
9"Assignee Name": "{{ticket.assignee_user.name}}",
10"Assignee Email": "{{ticket.assignee_user.email}}",
11"Ticket Channel": "{{ticket.channel}}",
12"Ticket Subject": "{{ticket.subject}}",
13"Ticket Created Time": "{{ticket.created_datetime}}"
14}
15}

9. Click Save Changes and the end result should look like this:

In the JSON body, it's hardcoded that surveys are sent after 24 hours from the time the ticket was updated in Gorgias, under the line - "delay": "86400". This value is shown in seconds and, if you want to adjust this time frame, please edit this line (like "delay": "172800" for the survey to trigger after 48h).

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