Gorgias
Email to Gorgias,
the easy way
ForwardThis is the simple tool that connects your email to Gorgias. Forward any email along with some simple instructions, and it’s handled. Nothing to download, nothing to set up. Works with dozens of your other apps too.
Setup in 30 seconds.
How it works
Connect Gorgias
Create a free account and connect Gorgias. It takes about 30 seconds, and you only do it once.
Forward an email
Forward any email to your ForwardThis address along with your instructions. One email can ask for several things at once.
Done.
ForwardThis replies when it's done, with a short summary and links to what it made - and an undo button if something doesn't look right.
Just forward it
to do@forwardthis.io
Fwd: Order #4416 - replacements agreed
Find Maya's ticket, leave an internal note that two replacement boxes go out Thursday, and close it.
---------- Forwarded message ----------
Spoke to the supplier. Two replacement boxes are going out Thursday on next day delivery, and the customer already knows.
Note on "Order #4416 - delivery issue"
Two replacements shipping Thursday, customer informed
Closed the ticket
maya@brightco.uk · email channel
Undo available for 24 hours if something does not look right.
Some other examples
- “What's open in Gorgias right now?”
- “Read me the ticket from maya@brightco.uk.”
- “Reopen the Brightco ticket, the replacements were the wrong size.”
Everything ForwardThis can do in Gorgias
Search messages
Find tickets
Read a spreadsheet
Read a ticket
Look up a contact
Look up a customer
Add note
Leave an internal note on a ticket
Send message
Reply to the customer on a ticket
Update task
Open, close, assign, prioritise or snooze a ticket
Change tags
Change a ticket's tags
Create task
Log an email as a new ticket
Try it with a real email.
Forward any work email to the address below and see what ForwardThis can do. No signup required.
Occasional product emails may follow.
Why you need ForwardThis
Email is messy, every message asking for something different. It means constantly leaving your inbox and juggling tabs. ForwardThis skips all of that: forward an email along with some simple instructions, and it’s handled. Compatible with every email provider, and it works across the apps you’re already using.
Questions
- How do I send an email to Gorgias?
- Forward the email to your ForwardThis address with a line saying what to do, like "note on Maya's ticket that replacements ship Thursday and close it". It finds the ticket, leaves the internal note, changes the status and replies with a link. The first time, you'll need a free account with Gorgias connected, which takes about 30 seconds - that's the entire Gorgias email integration.
- Can it reply to the customer for me?
- No, and this one is deliberate. A Gorgias reply goes out through whichever channel is set up on that ticket, with a sender identity that lives in your channel settings, so a wrong guess emails a customer as your shop. Internal notes and status changes are the safe majority of the job, and they're what it does.
- Can it close or reopen a ticket?
- Yes, both. Say close and it closes, say reopen and it opens back up, and the confirmation includes an undo that works for 24 hours. If somebody else has moved the ticket in the meantime it stops and tells you rather than overriding them.
- How does it find the right ticket?
- By words from the subject or by the customer's email address, whichever you give it. You can also just ask what's open and get the list back with the customer and the channel on each one, which is the fastest way to find the ticket you half remember.
- Who can see the notes it leaves?
- Your agents, in the ticket, exactly as if you had typed the note in yourself. It is never sent to the customer. Worth knowing before you write it though: Gorgias keeps internal notes for good, so this is one of the things it shows you before it goes on.