RingCentral

Updated 1 month ago by Romain Lapeyre

You can use Zapier to create tickets in Gorgias when a customer calls you on RingCentral. We recommend setting up 2 zaps: one for missed calls and one for new recon

How to create a Gorgias ticket when a call is missed

  1. In your Gorgias account, go to your profile
  2. Click on Rest API, and copy the base API URL, the username and the password
  3. Create a Zap with missed call as a trigger. The zap will run when this event happens. 
  4. Add an action to the Zap.
  5. Select Webhooks by Zapier as the app
  6. Select Custom request
  7. Now let's build your request
    1. "Method:" POST
    2. "Url:" https://{{your base api url from step 2}}.gorgias.io/api/tickets (see above)
    3. "Data Pass-Through?" No
    4. "Data:" see code below
    5. "Unflatten:" no
    6. "Basic Auth:" {{username from step 2}}|{{password from step 2}}
    7. "Headers:" Content-Type, application/json
  8. This should look like this:
{
"subject": "Missed call from {from phone number from step1}",
"channel": "phone",
"via": "aircall",
"messages": [
{
"public": true,
"channel": "aircall",
"via": "aircall",
"source": {
"type": "aircall",
"from": {
"address": "{from phone number from step1}"
},
"to": [
{
"address": "{to phone number from step1}"
}
]
},
"body_text": "A call has been missed",
"body_html": "A call has been missed"
}
]
}

How to create a Gorgias ticket when there's a new voicemail

  1. In your Gorgias account, go to your profile
  2. Click on Rest API, and copy the base API URL, the username and the password
  3. Create a Zap with new voicemail call as a trigger. The zap will run when this event happens. 
  4. Add an action to the Zap.
  5. Select Webhooks by Zapier as the app
  6. Select Custom request
  7. Now let's build your request
    1. "Method:" POST
    2. "Url:" https://{{your base api url from step 2}}.gorgias.io/api/tickets (see above)
    3. "Data Pass-Through?" No
    4. "Data:" see code below
    5. "Unflatten:" no
    6. "Basic Auth:" {{username from step 2}}|{{password from step 2}}
    7. "Headers:" Content-Type, application/json
  8. This should look like this:
{
"subject": "Voicemail call from {from phone number from step1}",
"channel": "phone",
"via": "helpdesk",
"messages": [
{
"public": true,
"channel": "aircall",
"via": "helpdesk",
"source": {
"type": "aircall",
"from": {
"address": "{from phone number from step1}"
},
"to": [
{
"address": "{to phone number from step1}"
}
]
},
"body_text": "New voicemail",
"body_html": "<audio src="\"{messageContent from step 1}\"" type="\"audio/mpeg\"" controls=""></audio>"
}
]
}

**Please note, this integration is available to all customers but will only be supported for Advanced and Enterprise plan customers. While any plan can set up the integration following the instructions,  due to the manual work it requires on our end, if you are on the Basic or Pro plan we will not be able to provide support in setting it up or fixing any issues with it should they arise.


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