Gorgias User Mapping

The User Mapping tab connects Helpwave shop users with Gorgias users. The CRM loads shop members, requests Gorgias users through the backend, and stores a mapping object that can later be used by ticket creation and routing flows.

Mapping checklist

• Save valid Gorgias credentials first
• Verify the expected Gorgias users are returned
• Review Helpwave user coverage before saving

Mapping flow

1. Open the User Mapping tab.
2. Refresh users if the lists are stale.
3. Assign each Helpwave user to a Gorgias user.
4. Save mappings and test with one routed ticket.

Why it matters

• It supports consistent ownership across both systems
• It reduces manual reassignment after sync
• It complements the optional default user ID setting