Gorgias

What you can do

• Train your agent on your Gorgias Help Center, macros, and past tickets

• Automatically reply to customer tickets or draft responses

• Tag, assign, close, and create tickets

Connecting Gorgias

OAuth (recommended)

Connect your full Gorgias account for tickets, macros, and all actions.

1. Go to Integrations > Gorgias

2. Select OAuth

3. Click Connect and authorize eesel AI

Quick Start

Enter your Gorgias Help Center URL to start training. No authentication needed — but you won't have access to tickets, macros, or actions.

1. Go to Integrations > Gorgias

2. Select Quick Start

3. Enter your help center URL

4. Click Connect

Training your agent

Source	Description	Requires
Help Center	Published support articles	Quick Start or OAuth
Macros	Your team's saved response templates	OAuth
Tickets	Past resolved tickets	OAuth

Triggers

Trigger	Description	Best for
Any Customer Message	Fires on any new or updated ticket	Full automation
Agent Requests AI Help	Fires when @eesel is mentioned in internal notes	On-demand assist

Actions

Action	Description
Leave Public Reply	Send a customer-visible reply (HITL available)
Leave Draft Reply	Create a draft for your team to review
Leave Internal Note	Add a note only your team can see
Tag Ticket	Add tags for categorization
Create Ticket	Create a new ticket
Assign Ticket	Assign to a specific agent
Close Ticket	Mark as resolved

Tips and best practices

Pair with Shopify. Connect your Shopify integration alongside Gorgias so your agent can look up order status, process returns, and check product info while handling tickets.

Import macros. If your team has a library of macros, training on them ensures the agent uses your approved messaging.

Start with draft replies. E-commerce support often involves order-specific details — review drafts first to ensure accuracy.

Troubleshooting

Agent not picking up tickets?

• Verify the trigger is enabled in Settings > Triggers

• Check Gorgias webhook configuration

• Ensure the OAuth connection is active