Gorgias setup guide

Agents read tickets and conversations and draft or send replies to your customers.

Ways to connect

Company admins connect apps, on the Integrations page in Everdeck: open Gorgias, choose one of the ways below, follow its steps and fill in its fields. Everdeck checks what you enter before it saves anything, and asks you to confirm it’s you (your second factor) before you type any secret. How connecting works.

REST API key

API key.

1. Sign in to Gorgias as the account owner or an admin; only they can create API keys. The key belongs to that user and messages and notes are sent as them, so a dedicated admin user (for example "AI Support") keeps the AI's work easy to spot.
2. Click the Settings icon (bottom left) and open Account > REST API.
3. Under Password (API Key), click Create API Key. Copy it, the username (your email) and your subdomain into the form.
4. Enter the support address replies should come from. It must be one of the email integrations connected to Gorgias.

Field	What to enter
Gorgias subdomain (the part before .gorgias.com)	Text. For example yourstore.
Username (the email you sign in to Gorgias with)	Email address.
API key	A secret: Everdeck saves it encrypted and never shows it again. Where to find it.
Support address that email replies come from	Email address. For example [email protected].

Disconnecting deletes the credentials Everdeck saved, but Everdeck can't revoke them: the key, token or password itself keeps working at Gorgias until you delete or rotate it there.

What agents can do

An agent uses an action only when its charter grants it, on the agent’s Tools tab, where you choose whether each one runs by itself (Auto), asks first or never runs. Each action has a risk tier: tier 3 actions, which customers or the public see, ask first unless you choose otherwise, and tier 4 actions (money, deleting things, access) always need a person. How tools and tiers work.

Actions marked Reads outside content return things people outside your company may have written. Agents treat what they read as information, never as instructions, and their riskier actions later in the same session need approval.

• Search ticketsTier 0 · ReadReads outside contentgorgias_search_tickets

  Search tickets by words and/or a view filter, most recently updated first. Returns id, subject, status, priority, channel, customer, assignee, tags, a short excerpt and message count.

• List ticketsTier 0 · ReadReads outside contentgorgias_list_tickets

  List tickets newest first, optionally one customer's tickets or those matching a saved view. Trashed tickets are left out. Returns the same summary fields as search_tickets.

• Read a ticketTier 0 · ReadReads outside contentgorgias_get_ticket

  Read one ticket with all its messages (sender, channel, addresses, text) and the channels it can be answered on. A message's text is stripped_text, or body_text when that is empty. A customer email's source.to address is the support address to reply from.

• Reply to the customer by emailTier 3 · ExternalReads outside contentgorgias_reply_by_email

  Email a reply on a ticket from the support address, as the connected Gorgias user. Gorgias sends it shortly after it is created; sent_datetime fills in once delivered.

• Add an internal noteTier 2 · Reversiblegorgias_add_internal_note

  Add an internal note on a ticket. Internal notes are never sent to the customer.

• Update a ticketTier 2 · Reversiblegorgias_update_ticket

  Change a ticket's status (open or closed), priority, assignee user or team, snooze time or subject. Use add_tags for tags.

• Add tagsTier 2 · ReversibleReads outside contentgorgias_add_tags

  Add tags to a ticket by name and keep its existing tags.

• Log a ticket for a customerTier 2 · Reversiblegorgias_create_ticket

  Record a request a customer made elsewhere (phone, social, in person) as a new open ticket with the customer as sender. Nothing is sent, and auto-reply rules skip API-channel messages.

• Email a customer (new ticket)Tier 3 · Externalgorgias_send_email

  Start a new ticket by emailing a customer from the support address, as the connected user.

• Find customersTier 0 · ReadReads outside contentgorgias_search_customers

  Find customers by exact email or full name. Returns id, name, email, language and time zone.

• Read a customer and their ordersTier 0 · ReadReads outside contentgorgias_get_customer

  Read one customer with notes, contact channels and the data store integrations attach, such as Shopify orders and shipping details.

• List usersTier 0 · ReadReads outside contentgorgias_list_users

  List helpdesk users (agents) with ids, names, emails and roles, for assignments.

Testing, problems and disconnecting

Everdeck checks the connection when you save it. On the connection’s page in Integrations, Test checks it again at any time.

If Gorgias later refuses the connection, for example because a key was deleted or a sign-in expired, the connection shows Needs attention on the Integrations page and the people who manage connections are told. Agents can’t use it until a company admin fixes it with Edit.

To stop agents using Gorgias, open the connection and select Disconnect. Agents stop using it at once and its saved credentials are deleted. What else happens depends on how it was connected: each way above says.