Gorgias Connection

Connects your agent to Gorgias for e-commerce customer support data. Pull tickets, customer profiles, macro usage, satisfaction scores, and agent performance metrics. Write operations (reply, close ticket) require confirmation.

Authentication

API key.

• base_url — Your Gorgias domain (e.g., https://yourstore.gorgias.com)
• email — Gorgias admin email
• api_key — Gorgias API key from Settings > REST API

Endpoints

Tickets

• GET /api/tickets — List tickets with status, channel, assignee, tag filters
• GET /api/tickets/{id} — Get ticket detail with full message thread
• POST /api/tickets/{id}/messages — Reply to ticket (requires confirmation)
• PUT /api/tickets/{id} — Update ticket status or tags (requires confirmation)

Customers

• GET /api/customers — Search customers by email or name
• GET /api/customers/{id} — Get customer with order and ticket history

Macros

• GET /api/macros — List macros with usage stats

Satisfaction

• GET /api/satisfaction — Get satisfaction survey results

Metrics

• GET /api/stats — Get support metrics (response time, resolution time, volume)

Rules

• Rate limit: 2 requests/second (Gorgias standard)
• Ticket replies require confirmation with message preview
• The agent correlates Gorgias tickets with Shopify orders when both connections exist
• The agent identifies WISMO (where is my order) tickets by analyzing message content
• Bulk ticket operations (>5) require itemized confirmation