# Gorgias

> Connect Gorgias to train your agent on your help center, macros, and past tickets — then automate customer responses for your e-commerce support.

## 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](https://docs.eesel.ai/connect-your-tools/e-commerce/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