Gorgias

Gorgias is purpose-built for e-commerce support — deep Shopify integration lets support agents see order details directly in the ticket view, cancel/refund orders without leaving the helpdesk, and trigger macros based on order status. For agents automating e-commerce support: create tickets from Shopify order events, route based on order value or product category, execute macros (predefined responses with order data) programmatically, and track satisfaction scores. Basic auth with email + API key is simple to set up. Confidence is docs-derived.

REST API at {account}.gorgias.com/api. Resources: tickets, customers, events, macros, satisfaction_surveys, integrations. GET /api/tickets lists tickets (filter by channel, status, assignee). POST /api/tickets creates a ticket ({channel: email, via: api, from_agent: false, subject, customer: {email}, messages: [{body_html, stripped_text}]}). GET /api/tickets/{id} retrieves a ticket. PUT /api/tickets/{id} updates a ticket (tags, assignee, status). POST /api/tickets/{id}/messages adds a message. POST /api/macros/{id}/apply applies a macro to a ticket. GET /api/customers lists customers. GET /api/customers/{id}/tickets retrieves customer ticket history. Webhooks: ticket.created, ticket.updated, ticket.message-created events.

Basic auth: base64({email}:{api_key}). API keys from Gorgias Settings → REST API. Account-specific base URL ({account}.gorgias.com). HTTPS enforced. No OAuth2. Webhook signing: X-Gorgias-Hmac-Sha256 header for payload verification. Shopify/WooCommerce integration: configured separately in Gorgias integrations — provides order data lookup in ticket context.

Standard HTTP status codes with JSON error bodies ({error, errors}). 401 for invalid credentials. 422 for missing required fields. Rate limiting: 40 req/sec (standard plan). Ticket creation: channel must be a valid channel type (email, api, chat, sms, etc.). Macro execution: macros reference customer/order variables — verify variable availability before applying. Gorgias uptime at status.gorgias.com. Pagination: limit/page query params (max 100 per page).

developers.gorgias.com covers REST API reference, webhook guide, OAuth2 app development docs, and integration guides. Getting started: create Gorgias account (free trial), get API key from settings, first ticket creation in under 10 minutes. No official SDK — REST is straightforward for direct use. Community via Gorgias Help Center and developer documentation. Documentation is adequate for the e-commerce support workflow use case.