Gorgias

Gorgias

E-commerce customer support helpdesk. Centralizes email, chat, social media, SMS, and phone into one dashboard with deep Shopify/BigCommerce/Magento integrations.

Data Model

• Tickets — support conversations. Have status (open/closed), priority (low/normal/high/urgent), channel (email/chat/api/phone/sms/facebook/instagram/twitter), assigned agent, assigned team, tags, and messages. Core entity.
• Messages — individual messages within tickets. Include customer replies, agent responses, and internal notes (channel='internal-note'). Each has body_text, body_html, sender, and channel.
• Customers — customer records with email, name, contact channels, notes, custom fields, and external_id for e-commerce linking.
• Tags — labels for categorizing tickets. Have name, color, description, and usage count.
• Users — support agents. Have role (admin/agent/bot), email, active status. Used for ticket assignment.
• Teams — groups of agents. Used for ticket routing and assignment.
• Macros — canned responses and automation snippets. Contain actions (set response text, add tags, change status).
• Rules — automation rules that trigger on events (ticket created, message received) and execute actions (auto-tag, route, apply macro).
• Views — saved ticket filters. Views have items (tickets matching the filter criteria).
• Satisfaction Surveys — CSAT survey responses with scores and comments.
• Integrations — connected channels (email inboxes, chat widgets, social accounts).
• Custom Fields — custom attributes on tickets or customers, scoped by object_type.

Key Relationships

• Ticket → has many Messages, Tags, and belongs to Customer
• Ticket → optionally assigned to User (agent) and/or Team
• View → contains Tickets matching its filter
• Macro → defines actions that can be applied to Tickets

Common Workflows

1. Triage: List saved views first, then list tickets with that view_id (open inbox, closed, custom queues). Never list tickets without view_id except a one-time exploratory call — unscoped lists are huge and slow. The list-tickets API does not accept status, channel, or assignee query params.
2. Respond: Get ticket messages → add internal note or reply → update status
3. Organize: Create/manage tags → apply to tickets for filtering
4. Monitor: Check satisfaction surveys → review CSAT scores
5. Automate: Review rules → understand routing and auto-tagging logic

API Notes

• All IDs are integers
• Pagination uses cursor-based pagination (pass cursor from response)
• List tickets: use view_id (from views) or customer_id — not status, channel, or assignee query params. Default summary=true on list returns compact rows; pass ticket_id for full ticket detail.
• Partial updates: only send fields you want to change on PUT
• Ticket trash is soft-delete (can be restored)
• Tag delete is permanent