Gorgias

The Gorgias app connects your customer support helpdesk to Sprigr Team. Agents can read and triage tickets, look up customers, apply tags, add internal notes, draft replies for your team to approve, and track how long tickets have been waiting so escalation rules can fire. Tickets are also filed into the Sprigr Inbox alongside email, so your team works helpdesk and mail threads in one place.

Note

Gorgias is a marketplace app with per-user connections. Install it once from Apps, then each person links their own Gorgias login. The gorgias tool acts as the calling user’s own Gorgias account, so each person sees and changes exactly what their Gorgias permissions allow. The older built-in Gorgias integration is retired for new connections.

Prerequisites

• An active Gorgias helpdesk and a Gorgias login for each person who will use it through an agent.
• Admin or Owner role in your Sprigr Team organisation to install the app.

Installing and connecting

1. Install the app

   Sign in to team.sprigr.com, open Apps in the sidebar, find Gorgias under Available, and install it. See Installing Apps.

2. Connect your Gorgias account

   Ask your agent to connect Gorgias, or use Connect on the app’s settings page. The agent calls gorgias_connect and sends you a Gorgias sign-in link. The first person to connect supplies the helpdesk subdomain (the acme in acme.gorgias.com); later users on the same install reuse it.

3. Authorise with Gorgias

   Sign in at Gorgias, review the permissions, and authorise. Tokens refresh automatically in the background.

4. Check the connection

   Ask the agent to list your open tickets. A user who has not connected gets a not_connected result and a connect link rather than someone else’s access.

Note

One install connects one helpdesk. If you run separate Gorgias helpdesks (for example AU and US), they need separate Sprigr workspaces. The retired built-in’s per-instance tool names (gorgias_<name>) do not apply to the app, whose tool is always called gorgias.

Sync, webhooks, and the inbox

• Webhooks. The app registers a Gorgias webhook so ticket creates, status changes, and new messages arrive as they happen.
• Scheduled sync. A ticket sync runs every 15 minutes as a backstop, and a status reconcile runs every 15 minutes so Sprigr and Gorgias agree on open and closed state. This is also how older tickets are backfilled after connecting.
• Inbox threads. Each ticket becomes a thread in the Sprigr inbox. Replies written from the inbox composer post back to Gorgias as public agent messages. A ticket is not marked answered when only an internal note was left.
• Wait-time tracking. The app records how long each ticket has been waiting on the helpdesk side, so workflow escalation rules can act on tickets that have gone unanswered too long.
• Approval gate. Before an agent updates a helpdesk ticket or sends a customer-facing reply, the platform shows an approval card with a preview so a person signs off first.
• Events for workflows. Ticket changes are emitted as gorgias.ticket.created, gorgias.ticket.updated, gorgias.ticket.message_created and gorgias.ticket.message_failed, which a workflow can subscribe to, for example to escalate a new high-priority ticket.

Available tools

The app exposes a single gorgias tool that takes an action parameter. Call list_actions first if you are unsure of an action’s parameters; it writes nothing and returns every action with its fields.

Action	Description
list_tickets	List tickets, most recently updated first, with optional status, assignee, and channel filters
list_tickets_triage	List tickets with the extra fields deterministic automation needs (spam flag, custom fields, per-message channel)
get_ticket	Get a ticket with its messages and metadata
get_ticket_triage	Get a ticket with the triage fields and no response cap
create_ticket	Create a ticket, linking or creating the customer
update_ticket	Update status (open or closed), assignee, tags, or priority
reply_to_ticket	Post to a ticket. Set internal_note: true for an agent-only note that sends nothing; otherwise the message is a public reply delivered on the ticket’s own channel
search_customers	Search customers by email, name, or other attributes
get_customer	Get a customer profile
list_tags	List the available tags
list_sending_addresses	List the helpdesk’s outbound email addresses a reply can be sent from
list_actions	Describe every action and its parameters

Gorgias tickets have only two statuses, open and closed. Anything finer-grained is expressed with tags, so agents should tag rather than invent statuses.

Try asking your agent

“Triage the open tickets in Gorgias. Tag each one by issue type, add an internal note with what you found, and list the ones that have been waiting more than a day.”

Common use cases

• Ticket triage. An agent reads incoming tickets, applies tags and priority, and leaves an internal note summarising the issue and a suggested reply, so your support team opens each ticket with context.
• Draft replies for approval. The agent drafts a customer reply; a person reviews the approval card and sends it, or edits it first.
• Customer context. During a conversation with a team member, the agent pulls up the customer’s Gorgias profile and previous tickets.
• Escalation workflows. A workflow watches wait time and priority. If a high-priority ticket is unanswered for too long, it reassigns the ticket and notifies a manager.
• Knowledge-backed notes. Combined with a knowledge base of your FAQ and return policy, the agent’s notes cite the right policy.

Best practices for support teams

Tip

Be explicit in the agent’s persona about tone, escalation rules, and what it must never do (for example, never offer a refund). Keep customer-facing replies behind the approval gate; let the agent own tagging and internal notes.

• Start with internal notes. Let the agent add notes and tags only, then widen to drafted replies once you trust its judgement.
• Use approval gates in workflows. Add an approval step before any workflow step that would send a message to a customer.
• Keep the knowledge base current. Upload your FAQ, return policy, and product documentation so notes and drafts are accurate.

Troubleshooting

“not_connected” from the gorgias tool The calling user has not linked a Gorgias account. Ask the agent to connect Gorgias, or open the app settings page and choose Connect.

“domain_required” when connecting Nobody on this install has supplied the helpdesk subdomain yet. Give the agent the acme part of acme.gorgias.com.

“sender_unresolved” on a reply Gorgias needs the sending agent’s identity. Reconnect (older tokens may predate the users:read scope) or pass sender_id.

Agent cannot see a ticket The connected user’s Gorgias role does not allow it. Gorgias enforces its own permissions per login.

Rate limiting Gorgias applies API rate limits. Spread out automated checks or reduce polling frequency in your workflows.

Next steps

• Inbox: Work Gorgias tickets alongside email.
• Knowledge Bases: Upload support documentation so agents reference accurate information.
• Workflows: Automate ticket escalation and SLA monitoring.
• Integrations Overview: See all available integrations.