Gorgias

Adds one or more tags to an existing Gorgias support ticket for better organization and workflow automation.

This integration attaches tags to a Gorgias ticket to help your support team categorize and organize tickets. Tags like “refund”, “shipping_delay”, or “vip” make it easier to filter tickets, trigger automated workflows, and generate reports on ticket types and resolution patterns.

Parameters

• ticket_id (String): The unique Gorgias ticket ID you want to add tags to. Example: “256645555”.
• new_tags (Array of strings): A list of tag names to add to the ticket. Example: [“urgent”, “billing_issue”].

Output

Returns a confirmation object indicating whether the tags were successfully added to the ticket. The response includes a success boolean and a descriptive message.

Example Output:

{
  "success": true,
  "message": "tag added"
}

Checks if any support agents are currently online and available in your Gorgias helpdesk.

This integration queries your Gorgias helpdesk to determine if any support agents are currently online and available to handle customer inquiries. It’s useful for routing decisions, displaying availability status to customers, or triggering automated workflows based on agent presence.

Parameters

This tool requires no input parameters – it automatically checks all agents in your Gorgias account.

Output

Returns a simple availability status message indicating whether agents are currently online. The response will be one of two possible outcomes:

• “Agents ARE available” – At least one agent is currently online and available
• “Agents ARE NOT available.” – No agents are currently online

Example Output:

"Agents ARE available"

or

"Agents ARE NOT available."

Retrieves all tags associated with a specific support ticket in Gorgias.

This integration fetches all the tags that have been applied to a specific support ticket in your Gorgias helpdesk. Tags help categorize and organize tickets by topics like “urgent”, “refund”, “product_issue”, or custom categories your team uses for workflow management.

Parameters

• ticket_id (String): The unique identifier of the Gorgias ticket you want to retrieve tags for. Example: “187293456”.

Output

Returns an array of tag objects applied to the ticket. Each tag includes details like id (unique tag identifier), name (tag label), usage (how many times this tag has been used across all tickets), decoration (display color), description (optional tag description), created_datetime (when the tag was first created), and uri (API reference path).

Example Output:

{
  "data": [
    {
      "id": 892547,
      "uri": "/api/tags/892547/",
      "name": "billing_inquiry",
      "usage": 15423,
      "decoration": {
        "color": "#3fa8e1"
      },
      "description": null,
      "created_datetime": "2023-04-15T14:22:18.045821+00:00",
      "deleted_datetime": null
    },
    {
      "id": 734892,
      "uri": "/api/tags/734892/",
      "name": "priority",
      "usage": 8756,
      "decoration": {
        "color": "#ff6b35"
      },
      "description": "High priority customer issue",
      "created_datetime": "2023-01-08T09:15:42.238195+00:00",
      "deleted_datetime": null
    }
  ]
}

Sends a message to a customer through an existing Gorgias support ticket via email or other communication channels.

This integration allows you to send replies and messages to customers through Gorgias support tickets. You can send formatted HTML messages via email or other channels like chat, social media, or SMS, helping your support team respond to customer inquiries directly from your workflow.

Parameters

• ticket_id (String): The unique identifier of the existing Gorgias ticket to send the message to. Example: “789456123”.
• channel (String): The communication channel to use for sending the message. Example: “email”.
• body_html (String (HTML)): The HTML-formatted content of the message to send. Example: “<div>Thank you for contacting us. Your order #ORD98765 has been processed.</div>”.
• sender_address (String): The sender’s address (email, phone number, social media handle, etc.) depending on the channel. Example: “support@mystore.com”.
• recipient_address (String): The recipient’s address (email, phone number, social media handle, etc.) depending on the channel. Example: “customer@email.com”.

Output

Returns a complete message object containing the sent message details including id (unique message identifier), ticket_id, channel, body_html (the sent content), sender and receiver information with names and contact details, source with from/to addresses, created_datetime (when the message was created), and from_agent status.

Example Output:

{
  "id": 1587392847,
  "ticket_id": 789456123,
  "channel": "email",
  "body_html": "

“, “sender”: { “id”: 284756391, “name”: “Support Agent”, “email”: “support@mystore.gorgias.io”, “firstname”: “Support”, “lastname”: “Agent” }, “receiver”: { “id”: 1789234567, “name”: “Jane Smith”, “email”: “jane.smith@email.com”, “firstname”: “Jane”, “lastname”: “Smith” }, “source”: { “from”: { “address”: “support@mystore.com” }, “to”: [{ “address”: “jane.smith@email.com” }], “type”: “email” }, “from_agent”: true, “created_datetime”: “2024-01-19T14:32:18.147820+00:00” }

Removes the assigned agent from a Gorgias support ticket, making it available for reassignment to other team members.

This integration unassigns a support ticket from its currently assigned agent in Gorgias. When executed, it removes the agent assignment from the specified ticket, allowing the ticket to be picked up by other available agents or reassigned through your team’s workflow processes.

Parameters

• ticket_id (String): The unique identifier of the Gorgias ticket to unassign. Example: “387429156”.
• agentID (String): The unique identifier of the agent currently assigned to the ticket. Example: “594732018”.

Output

Returns a simple success indicator showing whether the ticket was successfully unassigned. The response contains a success boolean field that confirms the unassignment operation completed properly.

Example Output:

{
  "success": true
}

Updates a Gorgias support ticket’s status to closed, marking the issue as resolved.

This integration closes an existing Gorgias support ticket by changing its status to “closed”. Use this when a customer’s issue has been fully resolved and no further action or follow-up is required. Once closed, the ticket will be marked as complete in your Gorgias dashboard.

Parameters

• ticket_id (String): The unique Gorgias ticket ID number that you want to close. Example: “147892563”.

Output

Returns a simple confirmation object indicating whether the ticket was successfully closed. The response contains a success field that shows true if the ticket was properly updated to closed status, or false if the operation failed (such as when the ticket ID doesn’t exist or is already closed).

Example Output:

{
  "success": true
}