Gorgias

Gorgias is a customer support platform that centralizes communication by integrating various channels like email, chat, and social media to streamline customer interaction and ticket management.

Data Model

• Account — Gorgias account settings.
• Custom Fields — custom attributes on tickets or customers.
• Customers — customer records with contact history.
• Events — audit or activity events.
• Integrations — connected channels (email, chat, etc.).
• Jobs — background or async tasks.
• Macros — canned responses or automation snippets.
• Messages — individual messages within tickets.
• Rules — automation rules (routing, macros).
• Satisfaction Surveys — CSAT survey config and responses.
• Tags — labels for tickets.
• Teams — support teams.
• Tickets — support conversations.
• Users — agents.
• Views — saved ticket filters; views have items (tickets in that view).