Reference · built on requestConnectorSupport & service desks

Gorgias

Tickets, messages, customers, macros, and events from a Gorgias help desk, with HTTP integration triggers.

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About

Gorgias is a help desk built for ecommerce stores. It holds tickets and the messages inside them across email, chat, SMS, phone, and social channels, plus customers, macros, tags, and satisfaction surveys. Each account has its own domain, and the API is served under it. Only resources the reference documents are meant for use; the others are reserved.

Through Fibric, an operator reads tickets as HTTP integration triggers fire, checks the customer and the message history, and proposes a reply, an internal note, a tag, or a status change for your approval. Approved actions are written back once and logged with the reason and the undo path.

This is a reference listing. It documents what Fibric would read from Gorgias and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Tickets through List Tickets, including status, channel, assignee, tags, and custom fields
  • Messages on a ticket, with channel, sender, receiver, and public or internal flags
  • Customers through List Customers
  • Events through GET /api/events, such as ticket-created, ticket-closed, ticket-assigned, ticket-merged, and customer-updated
  • HTTP integration triggers: ticket-created, ticket-updated, ticket-message-created, ticket-assignment-updated, ticket-status-updated, and ticket-handed-over
  • Macros, tags, and satisfaction surveys

Proposed actions

  • Target capability: propose a reply or an internal note through POST /api/tickets/{ticket_id}/messages, with public set to false for notes
  • Target capability: propose a ticket status, assignee, or tag change through Update Ticket
  • Target capability: propose a new ticket through Create Ticket, for example an outbound follow-up
  • Target capability: propose a satisfaction survey on a closed ticket through Create Survey

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Answer where-is-my-order without a person

    A ticket-created trigger delivers the ticket. The operator matches the customer to an order in your store and proposes a reply with the tracking status.

    With WISMO Deflection

  • Triage a return before the reply

    For a return request, the operator reads the message and customer, proposes a tag and a reply from the matching macro, and waits for approval.

    With Returns Triage

  • Review a concession before it goes out

    When an agent offers a refund or credit, the operator assembles the ticket history and proposes approve or decline, with the reason recorded.

    With Concession Review

  • Match a macro to a ticket

    The operator compares an incoming message to your macros and proposes the closest one as a draft reply.

    With Macro Match

Requirements

  • A Gorgias account and its domain, which forms the base URL https://{domain}.gorgias.com
  • A private app API key, or an OAuth2 app with the scopes the operator needs
  • An HTTP integration created through POST /api/integrations with the triggers you want, pointing at an HTTPS endpoint
Authentication
A private app API key with HTTP basic authentication, using your email as the username, or OAuth2 for a public app.

Limits

  • API key integrations get 40 requests per 20-second window; OAuth2 apps get 80. Enterprise accounts use a 10-second window
  • Creating a message does not send it; creation and sending are decoupled
  • Event listing is paginated by cursor with a limit of 1 to 100 per call
  • Only documented resources and attributes are stable; undocumented ones are reserved for internal use

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

How do I get ticket changes pushed instead of polling?
Create an HTTP integration through POST /api/integrations with type http. Set triggers such as ticket-created, ticket-updated, ticket-message-created, or ticket-status-updated, plus the URL, method, headers, and a JSON or form body that can use variables like {{ticket.id}}.
How many requests can an API key integration make?
The reference gives 40 requests in a 20-second window for API key integrations and 80 for OAuth2 apps, on a leaky bucket. Enterprise accounts use a 10-second window. Responses carry X-Gorgias-Account-Api-Call-Limit and Retry-after; excess requests return 429.
Can the connector add an internal note?
Yes. Create Ticket Message takes a channel and from_agent, and the public field defaults to true. Set public to false to create an internal note that is not sent to the customer.
Ask about Gorgias

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Gorgias through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy