Gorgias
E-commerce helpdesk. Agents search and read tickets with their messages and the customer's store data, reply by email, leave internal notes, set status, priority, assignee and tags, and open new tickets.
- Category
- Customer support
- Ways to connect
- 1
- Actions for agents
- 12
- Triggers
- 0
Ways to connect
A company admin connects Gorgias from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
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REST API key API key
Copy a key or token from Gorgias and paste it into Everdeck.
What agents can do with Gorgias
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 10
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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Search tickets Tier 0 · Read Outside content
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.
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List tickets Tier 0 · Read Outside content
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.
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Read a ticket Tier 0 · Read Outside content
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.
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Add an internal note Tier 2 · Reversible
Add an internal note on a ticket. Internal notes are never sent to the customer.
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Update a ticket Tier 2 · Reversible
Change a ticket's status (open or closed), priority, assignee user or team, snooze time or subject. Use add_tags for tags.
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Add tags Tier 2 · Reversible Outside content
Add tags to a ticket by name and keep its existing tags.
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Log a ticket for a customer Tier 2 · Reversible
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.
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Find customers Tier 0 · Read Outside content
Find customers by exact email or full name. Returns id, name, email, language and time zone.
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Read a customer and their orders Tier 0 · Read Outside content
Read one customer with notes, contact channels and the data store integrations attach, such as Shopify orders and shipping details.
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List users Tier 0 · Read Outside content
List helpdesk users (agents) with ids, names, emails and roles, for assignments.
Asks first 2
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Reply to the customer by email Tier 3 · External Outside content
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.
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Email a customer (new ticket) Tier 3 · External
Start a new ticket by emailing a customer from the support address, as the connected user.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Nothing in Gorgias starts agent work by itself. Agents use it while they work on tasks from the board, from other agents or from the sources on the Intake page.
Work an agent can take on
Examples for apps in Customer support. What an agent does with Gorgias depends on the actions you grant it.
- Read new tickets or conversations, tag them and draft replies for review.
- Add an internal note that sums up a long conversation before a person takes over.
- Answer common questions from your help articles, after you approve the reply.
Set it up
The Gorgias setup guide walks through each way to connect: what to set up first and the fields to fill in.
Gorgias is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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