Gorgias
Gorgias is a helpdesk and live chat platform specializing in e-commerce, offering automated support, order management, and unified customer communication
Verdict
Common use cases
- Triage new support tickets during standups
- Tag urgent tickets for escalation
- Pull customer history before sales calls
- Bulk-update customer fields after campaigns
- Create tickets from Slack threads
Integration
- Vendor
- Gorgias
- Category
- crm
- Auth
- API_KEY
- Tools
- 32
- Composio slug
gorgias
Tools
- Add Ticket Tags
Adds tags to a ticket in gorgias.
- Create Account Setting
Creates a new account setting in gorgias.
- Create Customer
Creates a new customer in gorgias.
- Create Team
Creates a new team in gorgias.
- Create Ticket
Creates a new ticket in gorgias.
- Delete Customerdestructive
Deletes a specific customer from gorgias.
- Delete Customer Field Valuedestructive
Deletes a specific field value for a customer in gorgias.
- Delete Customersdestructive
Deletes multiple customers from gorgias.
- Delete Teamdestructive
Deletes a specific team from gorgias.
- Delete Ticketdestructive
Deletes a specific ticket from gorgias.
- Delete Ticket Field Valuedestructive
Deletes a specific field value for a ticket in gorgias.
- Get Account
Retrieves your gorgias account information.
- Get Customer
Retrieves a specific customer from gorgias.
- Get Event
Retrieves a specific event from gorgias.
- Get Team
Retrieves a specific team from gorgias.
- Get Ticket
Retrieves a specific ticket from gorgias.
- List Account Settings
Lists all account settings in gorgias.
- List Customer Field Values
Lists all field values for a customer in gorgias.
- List Customers
Lists customers in gorgias with various filtering options.
- List Events
Lists events in gorgias with various filtering options.
- List Teams
Lists teams in gorgias.
- List Ticket Field Values
Lists all field values for a ticket in gorgias.
- List Tickets
Lists tickets in gorgias with various filtering options.
- List Ticket Tags
Lists all tags for a ticket in gorgias.
- Merge Customers
Merges two customers in gorgias, combining their data and history.
- Remove Ticket Tagsdestructive
Removes tags from a ticket in gorgias.
- Set Customer Data
Sets the complete data object for a customer in gorgias.
- Set Ticket Tags
Sets the complete list of tags for a ticket in gorgias.
- Update Account Setting
Updates an existing account setting in gorgias.
- Update Customer
Updates an existing customer in gorgias.
- Update Team
Updates an existing team in gorgias.
- Update Ticket
Updates an existing ticket in gorgias.
Setup
Setup guide
- 11. In Switchy, open your workspace settings and navigate to the Integrations tab. 2. Find Gorgias in the MCP directory and click Connect. 3. You'll be prompted to enter your Gorgias subdomain (the part before .gorgias.com) and an API key. 4. In Gorgias, go to Settings > REST API, then generate a new API key with admin permissions — you need read/write access to tickets, customers, and account settings. 5. Paste the subdomain and API key into Switchy, then click Authorize. 6. Switchy will verify the connection by fetching your account details. 7. Once connected, open any Space and type '@Gorgias create a ticket' to test — the MCP should prompt you for subject, customer email, and message body. 8. Submit the prompt and check your Gorgias dashboard to confirm the ticket appears. 9. If the connection fails, double-check the subdomain spelling and confirm the API key hasn't expired or been revoked.
What teammates see: by default, memories from Gorgias are scoped to the Space (PROJECT visibility) - you can mark any memory PRIVATE or share it ORG-wide.
Works well with
Top models
Compatibility data appears once enough Spaces have used this MCP together with a given model.
How Switchy teams use it
Starter prompts
Triage Overnight Tickets
@Gorgias list all unassigned tickets created in the last 12 hours. For each ticket, show the subject, customer email, and first message snippet. Suggest a priority tag (urgent, normal, low) based on keywords like 'broken', 'refund', or 'question'.Open in a Space →
Create Ticket from Chat
@Gorgias create a new ticket with subject 'Billing question from chat' for customer email sarah@example.com. Use this as the message body: 'Customer asked about invoice discrepancies for March billing cycle. Needs clarification on line item charges.'Open in a Space →
Tag Refund Requests
@Gorgias find all open tickets where the message body contains the word 'refund'. Add the tag 'finance-review' to each ticket and list the ticket IDs so I can follow up.Open in a Space →
Customer History Lookup
@Gorgias show me all tickets for customer email john@example.com from the last 90 days. Include ticket status, subject, and last reply date. Highlight any unresolved issues.Open in a Space →
Bulk Update Customer Fields
@Gorgias update the custom field 'loyalty_tier' to 'gold' for all customers with email addresses in this list: alice@example.com, bob@example.com, carol@example.com. Confirm how many records were updated.Open in a Space →
Example outputs
Illustrative - representative of the model's voice and quality, not literal recordings.
@Gorgias show me all open tickets tagged 'shipping-issue' from the last 7 days, grouped by customer priority level
Found 23 open tickets tagged 'shipping-issue' in the past week. High-priority customers (VIP tier): 8 tickets, average response time 2.3 hours. Standard priority: 15 tickets, average response time 6.1 hours. Top issues: delayed carrier pickup (9 tickets), incorrect tracking numbers (7 tickets), missing package claims (7 tickets). Three customers have multiple open shipping tickets: customer #4521, #8903, #2047.
This read-heavy example demonstrates Gorgias's ticket filtering and tag-based search. Requires read access to tickets and customer data. The grouping and analysis here comes from the AI synthesizing ticket metadata — Gorgias returns raw ticket objects, not pre-aggregated priority breakdowns. Useful for spotting patterns in support queues without manual spreadsheet work.
@Gorgias create a ticket for customer emma.rodriguez@example.com about a damaged product in order #8834, assign it to the refunds team and tag it 'product-damage' and 'urgent'
Created ticket #12847 for Emma Rodriguez (customer ID #3401). Subject: 'Damaged product - Order #8834'. Assigned to Refunds team. Tags applied: 'product-damage', 'urgent'. Ticket status set to 'open'. Customer's previous ticket history shows 2 resolved tickets in the past year, both shipping-related. This is their first product quality issue. Ticket URL: https://your-store.gorgias.com/ticket/12847
This write example shows ticket creation with team routing and tagging in one prompt. Requires write access to tickets, customers, and teams. Side-effect: creates a real ticket visible to your support team and may trigger notification emails to the assigned team. Always verify customer email exists in Gorgias before creating tickets to avoid orphaned records.
@Gorgias pull all tickets closed in the last 30 days where the customer mentioned 'refund' or 'return', then draft a summary of common refund reasons for our product team
Analyzed 147 closed tickets containing 'refund' or 'return' keywords from the past month. Top refund drivers: (1) Size/fit issues — 52 tickets (35%), mostly apparel items; (2) Product not as described — 31 tickets (21%), concentrated in electronics category; (3) Buyer's remorse within return window — 28 tickets (19%); (4) Defective on arrival — 22 tickets (15%); (5) Shipping delays leading to cancellation — 14 tickets (10%). Recommended product team focus: improve size guides for apparel, enhance product photography and descriptions for electronics to reduce expectation mismatches.
This synthesis example pairs Gorgias ticket data with AI reasoning to extract insights. The keyword search happens via Gorgias tools, but the categorization and recommendations come from the AI analyzing ticket content. Requires read access to ticket messages and metadata. Note that Gorgias API rate limits may affect large-scale ticket pulls — consider narrowing date ranges for accounts with high ticket volume.
Use-case deep-dives
When Gorgias MCP replaces manual tagging during inbox zero sprints
A 3-person support team at a DTC brand runs daily inbox-zero sprints where they bulk-tag tickets by urgency and product line. The Gorgias MCP wins here because it exposes tag-add and ticket-create tools that let the team script triage rules in Switchy without leaving the workspace. They paste a CSV of ticket IDs from a morning Slack thread, run a prompt that applies tags based on keyword patterns, and close 40 tickets in under 10 minutes. The threshold: if your tagging logic needs customer purchase history or order data, you'll hit the MCP's 32-tool ceiling fast—Gorgias's API has 200+ endpoints, and this integration covers the core CRUD layer only. For teams under 500 tickets a week who triage on text and metadata alone, this is the fastest path from 'we should automate this' to done.
Batch customer deletion when migrating from Gorgias to HubSpot
A 6-person ops team is migrating 8,000 customer records from Gorgias to HubSpot and needs to purge test accounts, duplicates, and GDPR deletion requests before the export. The Gorgias MCP's delete-customer and delete-customers tools let them script the cleanup in Switchy: they upload a spreadsheet of IDs flagged for removal, run a batch-delete prompt, and verify the purge in under an hour. The trade-off: the MCP requires API key auth, so the team lead provisions a dedicated cleanup key with delete scope and rotates it post-migration. If your cleanup list is under 10,000 records and you trust your ID tagging, this is faster than writing a Python script or clicking through the Gorgias UI. For migrations over 50k records, you'll want a dedicated ETL tool with rollback.
When the create-team tool speeds up quarterly hiring waves
A 12-person support org hires 3 new agents every quarter and provisions them into region-specific teams (EMEA, APAC, Americas) with matching ticket routing rules. The Gorgias MCP's create-team and create-customer tools let the ops manager script onboarding in Switchy: they paste a hiring spreadsheet, run a prompt that provisions teams and assigns starter customers for training tickets, and finish setup in 15 minutes instead of 90. The constraint: the MCP doesn't expose advanced routing or SLA config, so the manager still clicks into Gorgias to set escalation rules. If your onboarding is purely team-and-user provisioning and you hire in batches, this cuts setup time by 70%. For orgs with complex routing or custom fields, you'll need the full API or Gorgias's native bulk-import.
Frequently asked
What does the Gorgias MCP do in Switchy?
The Gorgias MCP lets your AI agents create and manage customer support tickets, add tags, create customers, and configure team settings directly in your Gorgias helpdesk. It's built for support teams who want AI to handle ticket creation, customer record updates, and basic workflow automation without switching between tools.
Do I need admin access to connect Gorgias?
You need a Gorgias API key with permissions to create tickets, manage customers, and modify account settings. Most Gorgias plans restrict API key creation to admin or owner roles, so check your user permissions before attempting setup. The MCP uses API key auth, not OAuth, so you'll paste the key directly into Switchy.
Can the Gorgias MCP read existing ticket conversations?
No. The available tools focus on creating tickets, adding tags, and managing customer records—not retrieving ticket history or reading message threads. If you need AI to analyse past conversations or pull ticket data, you'll need to use Gorgias's REST API directly or wait for expanded MCP tooling.
Why use this instead of Gorgias's built-in automation?
Gorgias's native rules handle predictable workflows like auto-tagging or canned responses. The MCP is better when you want AI to decide what ticket to create, which customer fields to update, or how to route based on unstructured input from Slack, email, or other sources Switchy connects to.
Who on the team should connect the Gorgias MCP?
Your support ops lead or whoever manages Gorgias integrations. They'll need admin access to generate the API key and understand which tags, teams, and custom fields your agents should reference. Once connected, any Switchy user can invoke the tools in shared AI workflows.