- Integrations
- Gorgias
Gorgias integration: a handed-off conversation becomes an email ticket in Gorgias
Agenola's Gorgias integration opens a conversation the AI agent cannot resolve as a ticket in Gorgias, as if it were an email received at the support address you choose, with the transcript and a handoff note inside; it reads status back from Gorgias and runs ticket, internal-note and customer operations from flow steps.
How it works
The ticket opens in Gorgias as an email received at your chosen support address; your team replies by email as usual and the customer sees the reply in their own inbox. The handoff note (summary and suggested first step) is at the top, followed by the customer's name, contact, the source agent and the transcript. Tags: "avatar", the agent's tag and "urgent" when it is.
The connection uses Agenola's Gorgias app: you type your Gorgias address, grant access in Gorgias, then pick the support address tickets should arrive at (chosen automatically if you have one). Until an address is chosen, requests stay in the dashboard and are not forwarded.
Status is read back: when the Requests screen opens, statuses are asked from Gorgias and reflected in the dashboard.
- There is deliberately no flow step that emails the customer: in Gorgias the sender, recipient and source channel must be set up together, and a wrong setup means mail from the wrong address. Internal notes can be added to a ticket.
- Internal notes are written in the name of the person who connected.
- One help desk per workspace.
- Removing the connection also revokes Agenola's access in Gorgias.
What it does
This list is generated from the same source as the Gorgias page in the dashboard: if it isn't listed here, we don't do it with Gorgias. Flow steps live in the flow editor under Add step → Integrations → Gorgias.
TicketAction · Flow step5
Create ticket
Opens a ticket as an email from the customer to the connection's support address.
Delete ticket
Permanently deletes the ticket.
Get ticket
Reads the ticket's subject and status.
Get tickets
Returns the 100 most recently updated tickets (optionally by status) as a list.
Update ticket
Changes the status, subject or tags.
MessageAction · Flow step1
Add internal note
Adds a note agents see on the ticket; it isn't sent to the customer.
CustomerAction · Flow step5
Create customer
Creates a customer in Gorgias.
Delete customer
Permanently deletes the customer.
Get customer
Reads the customer's name and email.
Get customers
Returns the first 100 customers as a list.
Update customer
Changes the email or name.
TriggerTrigger · Polling1
Ticket status changed
When the Requests screen opens, statuses are fetched from your help desk; a change made there shows up in the panel too.
Example conversations
Visitor: The product arrived broken, where do I send the photo?
Agent: Our team replaces damaged items. Let me take your email; the team will ask for the photo in that thread.
Visitor: chris@example.com
Agent: I've passed it on, the team will write to you.
Behind the scenes: A ticket opens in Gorgias as if received at support@yourstore.com: customer chris@example.com, subject, handoff note and transcript; tags "avatar" and the agent's tag.
Agent: I checked your order: shipped on 2 October and shown as delivered. I'm leaving a note for our team.
Behind the scenes: The "Add internal note" step writes the order information the agent read as a note on the Gorgias ticket; the customer does not see it, the agent does.
Agent: I've added you to our customer records; next time, your history will be in front of our team.
Behind the scenes: The "Create customer" step creates the customer in Gorgias with email and name; later tickets collect on the same customer card.
Setup
Our app on the Gorgias side is currently going through approval. Until it is approved the connection is not open to everyone; once approved, the steps on this page apply as written.
- 1In Agenola open Integrations → Gorgias, type your Gorgias address (yourcompany.gorgias.com) and press "Connect to Gorgias"; you can also start from the Gorgias app store.
- 2Grant access on the page Gorgias opens. You copy no key or token.
- 3Pick the support address tickets should arrive at; with a single address it is chosen for you. Until then requests are not forwarded to Gorgias.
- 4Optionally add Gorgias steps in the flow editor; tickets and customers come live from Gorgias.
Detailed setup: How do I connect Gorgias?
Permissions and where your data goes
- Sent to Gorgias: the request subject, the handoff note, the customer's name and email, the source agent, the transcript and tags; in flow steps the fields you write.
- Read from Gorgias: your list of support addresses (during setup), the status of forwarded tickets (when the Requests screen opens) and tickets and customers when a flow step asks.
- Requested scopes: tickets and customers read and write, tag write, the list of connected addresses and offline access (refresh). Account settings, users, macros and rules are not requested.
- Connection data is stored encrypted on the server; the access token is refreshed every 24 hours under a lock. Only workspace owners and admins can change the connection.
Related integrations
See all integrations
Zendesk
Unresolved conversations become Zendesk tickets with the transcript and a handoff note; status is read back.
Intercom
Conversations the agent hands off land in your team's Intercom inbox.
Freshdesk
Requests open in Freshdesk, and flow steps work with tickets and contacts.
Shopify
Answers product, stock and order questions from your store and adds products to the cart.
WooCommerce
Answers product, stock and order questions from your WordPress store.
Frequently asked questions
How does the ticket look in Gorgias?
Like an email received at the support address you chose: sender is the customer, subject is the request subject, the body holds the handoff note and transcript. Your team replies by email; the customer looks at their own inbox, not at Agenola.
Can the agent reply to the customer through Gorgias?
No, on purpose. In Gorgias the sending address and channel of an email reply must be set up correctly, and a wrong setup means mail from the wrong address. The agent only adds internal notes to the ticket.
Why do I pick a support address?
Gorgias opens the ticket under a channel; the address decides which inbox it lands in. With several addresses you pick one for chat requests; with one address the choice is made for you.