Attach call recordings to existing support tickets

When a new call recording becomes available in MessageDesk Reach, add it as a private comment to the active customer ticket in Gorgias.

Try:

See all Gorgias + MessageDesk Reach integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Gorgias Explore Gorgias →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in Gorgias.

Ticket status changed

Fires when a ticket's status changes in Gorgias.

Ticket assigned

Fires when a ticket in Gorgias is assigned to an agent.

SLA breached

Fires when a ticket in Gorgias breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Gorgias.

Update ticket status

Updates a ticket's status in Gorgias.

Assign ticket

Assigns a ticket in Gorgias to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in Gorgias.

MessageDesk Reach Explore MessageDesk Reach →

Triggers

New inbound SMS

Fires when a new text message is received in MessageDesk Reach.

New call

Fires when a new call comes in or out through MessageDesk Reach.

Missed call

Fires when a call is missed in MessageDesk Reach.

Call recording ready

Fires when a call recording finishes processing in MessageDesk Reach.

Actions

Send an SMS or MMS

Sends a text message through MessageDesk Reach.

Place an outbound call

Starts an outbound call via MessageDesk Reach.

Create or update a contact

Creates or updates a contact in MessageDesk Reach.

Send a voice message

Sends a recorded voice message via MessageDesk Reach.

Create support tickets from missed calls When a call is missed in MessageDesk Reach, automatically create a new support ticket in Gorgias with caller information so an agent can respond. See details

Send text notifications when ticket updates occur When a ticket status is updated to resolved in Gorgias, send an automated SMS update to the customer via MessageDesk Reach confirming resolution. See details

See all Gorgias + MessageDesk Reach integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Attach call recordings to existing support tickets” between Gorgias and MessageDesk Reach?

Yes — describe it in the box above and Knit's Integrations Agent researches Gorgias and MessageDesk Reach's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

How does MessageDesk Reach integration handle missed customer calls in Gorgias?

Whenever a customer call goes unanswered in MessageDesk Reach, a high-priority ticket is automatically generated in Gorgias with call details for prompt follow-up.

Can support agents send text messages directly through ticket updates?

Yes, when an agent updates or reassigns a ticket in Gorgias, an automated text notification can be dispatched to the customer via MessageDesk Reach.