Connect Gorgias to Claimlane through Claimlane's ticket system integration. Setup has three parts: create API credentials in Gorgias, add a rule in Gorgias that sends customers an automatic receipt, and Claimlane enables the ticket integration for you.
Part 1: Create API credentials in Gorgias
Step 1: Open Settings
In Gorgias, click Settings in the left menu.
Step 2: Open REST API
Scroll to the bottom of the Settings menu and select REST API.
Step 3: Copy your API credentials and share them with Claimlane
Under API Access & Credentials, copy these three values and share them with Claimlane:
Base API URL
Username (your email address)
Password (API Key)
If you don't have an API key yet, create one first.
Part 2: Set up an automatic receipt in Gorgias
This rule sends customers a confirmation when a Claimlane ticket is created in Gorgias.
Step 1: Create a rule
In Gorgias, go to Settings > Rules and click Create Rule.
Step 2: Choose a custom rule
Click Create Custom Rule.
Step 3: Add the conditions and your receipt message
Set up the rule as follows:
Rule name: for example, Claimlane receipt
WHEN: Ticket created
IF: ticket tags contains one of
claimlaneTHEN: Reply to customer, with your receipt message in the body. For example: "Thank you for submitting a return, we will be in touch."
Then save the rule.
Note: Gorgias warns that rules with a "reply to customer" action create billable tickets. Make sure the condition only matches tickets tagged claimlane, so the rule replies only to the intended tickets.
Part 3: Claimlane enables the ticket integration
The Claimlane team sets up the ticket system integration for you. Once you've shared your Gorgias credentials from Part 1, we'll connect Gorgias to your Claimlane account. For reference, here's what we set up:
Step 1: Enable the ticket system integration
In your self-service portal's Portal settings and start screen, we turn on Ticket integration under Ticket System Integration and click Update integration.
Step 2: Enter the Gorgias details
In the Integration provider window, we select Gorgias and enter the credentials you shared:
Base url: your Gorgias Base API URL
Client id: your Gorgias username (email address)
Client secret: your Gorgias API key
Once the integration is active, Claimlane tickets are created in Gorgias with the claimlane tag, and your receipt rule from Part 2 replies to the customer automatically.