Gorgias Automation

Key parameters:

• status -- filter by ticket status (e.g., "open", "closed")
• channel -- filter by channel (e.g., "email", "chat")
• assignee_user_id / assignee_team_id -- filter by assigned agent or team
• created_from / created_to -- ISO date range filters
• limit (max 100) / offset -- pagination controls
• order_by / order_dir -- sorting options

2. Create and Update Tickets

Create new tickets or update existing ones with assignment, priority, and status changes.

Tools: GORGIAS_CREATE_TICKET, GORGIAS_UPDATE_TICKET, GORGIAS_GET_TICKET

Create a high-priority ticket for customer 12345 about a missing order with subject "Order #9876 not delivered"

• GORGIAS_CREATE_TICKET requires customer_id; accepts subject, status, priority, channel, messages, tags
• GORGIAS_UPDATE_TICKET requires ticket_id; all other fields are optional partial updates
• GORGIAS_GET_TICKET retrieves full ticket details by ticket_id

3. Manage Ticket Tags

Add tags to tickets for categorization, routing, and reporting.

Tools: GORGIAS_ADD_TICKET_TAGS, GORGIAS_LIST_TICKET_TAGS

Add tags 101 and 202 to ticket 5678, then show me all tags on that ticket

• GORGIAS_ADD_TICKET_TAGS requires ticket_id and tag_ids (array of integers)
• GORGIAS_LIST_TICKET_TAGS requires ticket_id to retrieve current tags

4. Customer Management

Create new customers or merge duplicate customer records.

Tools: GORGIAS_CREATE_CUSTOMER, GORGIAS_MERGE_CUSTOMERS, GORGIAS_LIST_CUSTOMERS

Create a new customer named "Jane Doe" with email [email protected] and phone channel

• GORGIAS_CREATE_CUSTOMER requires name; accepts email, channels (array with type and value), external_id, address, data
• GORGIAS_MERGE_CUSTOMERS requires source_customer_id and target_customer_id -- source is merged into target
• GORGIAS_LIST_CUSTOMERS retrieves customers with filtering options

5. Team and Account Operations

List teams, retrieve account info, and inspect ticket custom fields.

Tools: GORGIAS_LIST_TEAMS, GORGIAS_GET_TEAM, GORGIAS_GET_ACCOUNT, GORGIAS_LIST_TICKET_FIELD_VALUES

Show me all support teams in our Gorgias account

• GORGIAS_GET_ACCOUNT returns account-level metrics and configuration
• GORGIAS_LIST_TEAMS / GORGIAS_GET_TEAM manage team lookup
• GORGIAS_LIST_TICKET_FIELD_VALUES returns custom field values for a given ticket

6. Activity and Event Tracking

Monitor ticket activity and customer event history.

Tools: GORGIAS_LIST_EVENTS

List recent events to see what activity has happened across our support queue

• GORGIAS_LIST_EVENTS provides an activity timeline with filtering options

Known Pitfalls

• Pagination required: GORGIAS_LIST_TICKETS uses limit/offset pagination. Failing to loop through pages will miss older tickets and produce incomplete data.
• Filter specificity: Missing or overly broad filters on GORGIAS_LIST_TICKETS can overload the export or omit the desired reporting window. Always set created_from/created_to for time-bound queries.
• Custom fields are separate: Key business KPIs may only exist in custom fields. You must query GORGIAS_LIST_TICKET_FIELD_VALUES explicitly to include them.
• Rate limits: High-volume exports across GORGIAS_LIST_TICKETS and related endpoints can hit Gorgias rate limits. Add backoff and resume from the last offset.
• Auth errors: 401/403 responses on any Gorgias tool indicate token or permission issues. Do not treat partial data as a complete dataset.

Quick Reference

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