Gorgias open ticket exclusion | Klaviyo Community

Hi! I have connected Klaviyo with our customer experience platform Gorgias. I have two scenarios that I find difficult to succeed in:

I would like to create a segment with everyone who at this moment has an open ticket in Gorgias. So we can exclude them from any additional marketing. I know I can sync when a ticket was opened and closed from Gorgias to Klaviyo but I can then only filter on a timeframe, I can’t find a way to make the segment dynamic to only include those with open tickets right now?
The second scenario is that we would like to trigger a flow whenever a Gorgias ticket get a specific tag. However, Kalviyo only register one open/close event from Gorgias even if a ticket was reopened and closed several times. This means that we loose out on a lot of contacts with the tag.

Anyone with similar situations that have found a better way of working?

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Hi @Isabelle Alm

Welcome to the community!

Whilst I don’t have direct experience with Gorgias, I will try to help you by providing generic guidance.

For your first question, within the segment building page in Klaviyo you would click to add a filter within the “What someone has done” option, and then select something like “Ticket Status” equals “Open”. Can you share a screenshot of the Gorgias event you’re working with via the menu selection Analytics → Metrics → [Select the metric] → Activity Feed → [Expand a couple of the recent events and take a screenshot]
- I suspect that you only see events when tickets are created. If that’s the case, you may need to look into a custom integration, triggered on ticket status change. I’m familiar with Zapier, but they don’t have Gorgias triggers - only actions. It will of course depend on the resources available to you and your skillset, but that may mean you need to build a solution with APIs.
For your second question, my answer is essentially the same. It sounds as if you have already figured out the native integration isn’t providing you with all of the data you require, and at the point in time that you require it.
- What comes to my mind is something that periodically checks in with Gorgias and retrieves changes to tickets, creating new metrics and setting profile properties when they’re found. But that is a highly custom solution that would require plenty of planning, including API usage limits, storage of data and cost.

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