RingCentral

Updated 1 month ago by Leon Joksimović

You can use Zapier to create tickets in Gorgias when a customer calls you on RingCentral. We recommend setting up 3 zaps for different trigger events:

  • When a call has ended.
  • When a call is missed.
  • When there's a new voicemail.
  • When there's a new SMS received.
Please note, this integration is available to all customers but will only be supported for Advanced and Enterprise plan customers. While any plan can set up the integration following the instructions, due to the manual work it requires on our end, if you are on the Basic or Pro plan we will not be able to provide support in setting it up or fixing any issues with it should they arise.

Setup instructions: Create a Gorgias ticket when a call has ended

  1. In your Gorgias account, go to Your Profile.
  2. Click on 'Rest API', and copy the base API URL, the username and the password.
  3. Create a Zap with the app RingCentral and 'Call Ended' as a trigger. The zap will run when this event happens in your RingCentral account. 
  1. Add an action to the Zap and rename it 'Create Gorgias ticket'.
  2. Select the option 'Webhooks by Zapier' as the app.
  3. Select 'Custom request'.
  1. Now let's build your request:
    1. "Method:" POST
    2. "URL:" https://{{your base api url from step 2}}.gorgias.com/api/tickets (see above)
    3. "Data Pass-Through?:" No
    4. "Data:" (see code below)
    5. "Unflatten:" no
    6. "Basic Auth:" {{username from step 2}}|{{password from step 2}}
    7. "Headers:"
      Content-Type
      application/json
{
    "subject": "Call from {from phone number from zap step 1} just ended",
    "channel": "phone",
    "via": "helpdesk",
    "messages": [
        {
            "public": true,
            "channel": "phone",
            "status": "closed",
            "from_agent": false,
            "via": "helpdesk",
            "source": {
                "type": "phone",
                "from": {
                    "address": "{from phone number from zap step 1}",
                    "name":"{from name from zap step 1}"
                },
                "to": [
                    {
                        "address": "{to phone number from zap step 1}",
                        "name": "{to name from zap step 1}"
                    }
                ]
            },
            "body_text": "A call has ended",
            "body_html": "A call has ended"
        }
    ]
}

Setup instructions: Create a Gorgias ticket when a call is missed

  1. In your Gorgias account, go to Your Profile.
  2. Click on 'Rest API', and copy the base API URL, the username and the password.
  3. Create a Zap with the App RingCentral and 'Missed Call' as a trigger. The zap will run when this event happens in your RingCentral account. 
  4. Add an action to the Zap and rename it 'Create Gorgias ticket'.
  5. Select the option 'Webhooks by Zapier' as the app.
  6. Select 'Custom request'.
  1. Now let's build your request:
    1. "Method:" POST
    2. "URL:" https://{{your base api url from step 2}}.gorgias.com/api/tickets (see above)
    3. "Data Pass-Through?:" No
    4. "Data:" (see code below)
    5. "Unflatten:" no
    6. "Basic Auth:" {{username from step 2}}|{{password from step 2}}
    7. "Headers:"
      Content-Type
      application/json
{
    "subject": "Missed call from {from phone number from zap step 1}",
    "channel": "phone",
    "via": "helpdesk",
    "messages": [
        {
            "public": true,
            "from_agent": false,
            "channel": "phone",
            "via": "helpdesk",
            "source": {
                "type": "phone",
                "from": {
                    "address": "{from phone number from zap step 1}",
                    "name":"{from name from zap step 1}"
                },
                "to": [
                    {
                        "address": "{to phone number from zap step 1}",
                        "name": "{to name from zap step 1}"
                    }
                ]
            },
            "body_text": "Missed call from {from name from zap step 1}",
            "body_html": "Missed call from {from name from zap step 1}"
        }
    ]
}

Setup instructions: Create a Gorgias ticket when there's a new voicemail

  1. In your Gorgias account, go to Your Profile.
  2. Click on 'Rest API', and copy the base API URL, the username and the password.
  3. Create a Zap with the App RingCentral and 'New voicemail' as a trigger. The zap will run when this event happens in your RingCentral account. 
  4. Add an action to the Zap and rename it 'Create Gorgias ticket'.
  5. Select the option 'Webhooks by Zapier' as the app.
  6. Select 'Custom request'.
  1. Now let's build your request:
    1. "Method:" POST
    2. "URL:" https://{{your base api url from step 2}}.gorgias.com/api/tickets (see above)
    3. "Data Pass-Through?:" No
    4. "Data:" (see code below)
    5. "Unflatten:" no
    6. "Basic Auth:" {{username from step 2}}|{{password from step 2}}
    7. "Headers:"
      Content-Type
      application/json
{
  "subject": "Voicemail call from {from phone number from zap step 1}",
  "channel": "phone",
  "via": "helpdesk",
  "messages": [
    {
      "public": true,
      "from_agent": false,
      "channel": "phone",
      "via": "helpdesk",
      "source": {
        "type": "phone",
        "from": {
          "address": "{from phone number from zap step 1}",
          "name": "{from name from zap step 1}"
        },
        "to": [
          {
            "address": "{to phone number from zap step 1}"
          }
        ]
      },
      "body_text": "New voicemail",
      "body_html": "<audio src=\"{messageContent from zap step 1}\" type=\"audio/mpeg\" controls=\"\"></audio>"
    }
  ]
}

Note that in the case of the voicemail don't hesitate to also load the recording in a cloud storage system so your agents can access it outside of the RingCentral platform. See for instance an example set of actions set up in the Zap:

Setup instructions: Create a Gorgias ticket when a new SMS is received

  1. In your Gorgias account, go to Your Profile.
  2. Click on 'Rest API', and copy the base API URL, the username, and the password.
  3. Create a Zap with the App RingCentral and 'New SMS Received' as a trigger. The zap will run when this event happens in your RingCentral account. 
  4. Add an action to the Zap and rename it 'Create Gorgias ticket'.
  5. Select the option 'Webhooks by Zapier' as the app.
  6. Select 'Custom request'.
  7. Now let's build your request:
    1. "Method:" POST
    2. "URL": https://{{your base api url from step 2}}.gorgias.com/api/tickets
    3. "Data Pass-Through?:" No
    4. "Data:" (see code below)
    5. "Unflatten:" no
    6. "Basic Auth:" {{username from step 2}}|{{password from step 2}}
    7. "Headers:"Content-Type
      application/json
    {
      "subject": "New SMS from {from phone number from zap step 1}",
      "channel": "sms",
      "via": "helpdesk",
      "messages": [
        {
          "public": true,
          "from_agent": false,
          "channel": "sms",
          "via": "helpdesk",
          "source": {
            "type": "sms",
            "from": {
              "address": "{from phone number from zap step 1}"
            },
            "to": [
              {
                "address": "{to phone number from zap step 1}"
              }
            ]
          },
          "body_text": "{message content from zap step 1}",
        }
      ]
    }
Please note that this zap is only for pulling SMS messages from Ringcentral, we cannot reply directly from Gorgias yet.

What do you think? Yay or Nay?