Custom Widget Actions

Updated 1 week ago by Tamara Zaric

As per our motto 'Automate everything!', at Gorgias we strive to provide you with the necessary tools to resolve every customer interaction quickly and efficiently. In order to do that, we had to find a way to integrate with services that we might not have even heard of yet. This is how we overcame this obstacle for you.

How it works

With custom action buttons & links, you can now seamlessly interact with other services or navigate to a webpage with just one simple click.

Custom actions will appear below the title of a widget card on the right-hand side of every ticket (where the customer has that type of data). These will be buttons which, on click, will run predefined HTTP calls. But you can also define some more basic redirection links!

Setup instructions

Please follow the steps below to configure your custom widget:

  1. Access the edit mode of your widgets by clicking on the cog in the top right corner of any ticket and you will see two new buttons: 'Add Button' and 'Add Redirection Link'.

  1. By clicking on 'Add Redirection Link' you will be prompted a tooltip asking to provide a title and a link. Enter a title and its associated link and click 'Save'.

  1. By clicking on 'Add Button', you will be prompted a modal asking you to configure an HTTP call. You can set as many headers and parameters as you want. We allow 4 HTTP methods: GETPUTPOST, and DELETE. With PUT and POST methods you can also choose the content type you want and set the body value. Once you are done, click 'Save'.
    Once an action is set, when clicking on it, you can still edit its editable fields before executing the action. So the pen button makes the field editable and the asterisk button enforces the value to be defined before executing the action.

Templating mechanism

You may have noticed the '{{value}}' syntax. It is the same templating mechanism you may be familiar with that is used in several other places in the helpdesk. The values that you have at your disposal are the ones described here when in a ticket context, or here when in a customer context. Whatever context you are in (ticket or customer) you can also access the widget data. In edit mode, the widget data are the fields displayed at the left of the widget panel.

Finally, once you are done, don’t forget to click on the 'Save changes' button at the bottom of the widget panel before exiting the edit mode, otherwise you will lose all your changes!

To use your new custom links and widgets, simply click on the link title and a new tab will open at the address you provided previously in the link field.

As for custom action buttons, when clicking on them you will be optionally prompted to edit some fields if you decided so in your setup. For example:

A message will be appended to the conversation so you have a clear overview of what happened on the ticket and when:

That's basically it! No doubt you'll put this feature to great use, in ways we couldn't even anticipate.

And if you need any assistance from our end or have some feedback to share, as always, please feel free to reach out via live chat or email at support@gorgias.com.


What do you think? Yay or Nay?