Gorgias API
Gorgias is a conversational AI and helpdesk platform that unifies customer support and sales automation for ecommerce brands, consolidating email, chat, SMS, WhatsApp, Instagram, Facebook, and voice into one omnichannel inbox with automation pre-trained on over a billion conversations. While Gorgias offers a REST API, an unofficial Supergood API lets you programmatically pull tickets, messages, customers, events, integrations, and ticket data—and push updates like creating tickets, posting messages, tagging, and assigning conversations back into Gorgias.
What is Gorgias?
Gorgias is a conversational AI platform that unifies customer support and sales automation for ecommerce brands, particularly those on Shopify. Brands use Gorgias to automate routine support tickets while escalating complex issues to human agents, drive sales through proactive product recommendations and upselling within conversations, manage customer and order data natively, route and assign tickets across teams, and measure revenue attribution from support interactions—all from a single omnichannel inbox.
Core product areas include:
- AI Agent (support and sales automation pre-trained on 1B+ conversations)
- Helpdesk (omnichannel inbox for email, chat, SMS, WhatsApp, Instagram, and Facebook)
- Support Agent (automatic inquiry resolution)
- Shopping Assistant (product recommendations and upsells)
- Voice (phone support integrated into the helpdesk)
- SMS (text message response capability)
Common data entities:
- Tickets, Messages, Channels, Tags, Macros
- Customers, Contacts, Integrations, Custom Fields
- Events, Views, Rules, Satisfaction Surveys
- Users, Teams, Account, Webhook Subscriptions
The Gorgias Integration Challenge
Ecommerce teams run high-volume support and revenue workflows on Gorgias daily, but turning that activity into reliable API-driven automation has real friction:
- Account-specific base URLs: the REST API lives at a per-account subdomain (https://{account}.gorgias.com/api), so there is no shared global endpoint and integrations must be wired per tenant
- Plan-tiered rate limits: a leaky-bucket limiter ranges from 2 req/s on lower plans to 10 req/s on Pro/Advanced, so naive polling against ticket and message volume gets throttled
- Account-scoped tokens: Basic Auth uses an account-owner email plus a single account-scoped token that must be stored, rotated, and secured carefully rather than per-agent credentials
- Conversation data spread across channels: a single customer thread can span email, chat, SMS, social, and voice, each with its own message shape that must be normalized
- Webhook and event plumbing: keeping downstream systems in sync requires managing webhook subscriptions, retries, and event ordering across ticket lifecycle changes
- AI and automation state: AI Agent resolutions, macros, and rules mutate tickets automatically, so integrations must reconcile machine-driven changes alongside human agent actions
How Supergood Creates Gorgias APIs
Supergood combines Gorgias's REST API surface with authenticated browser flows to deliver a resilient, normalized API layer for your Gorgias account—handling per-account subdomains, account-scoped tokens, and plan-tiered rate limits so you integrate once against consistent objects.
- Manages Basic Auth tokens and credential rotation securely in a managed session
- Respects leaky-bucket rate limits via adaptive throttling and Retry-After handling
- Normalizes tickets, messages, customers, and events across email, chat, SMS, social, and voice channels
- Manages webhook subscriptions and event delivery so downstream systems stay in sync
Use Gorgias with AI agents: Gorgias MCP Server →
Getting Started
- Schedule Integration Assessment
Book a 30-minute session to confirm your channels, plan tier, and authentication model.
- Supergood Generates and Validates Your API
We deliver a production-ready Gorgias adapter tailored to your account and ticket workflows.
- Deploy with Monitoring
Go live with continuous monitoring and automatic adjustments as Gorgias evolves.
API Endpoints
Authentication
/authenticateAuthenticate to a Gorgias account using Basic Auth (account-owner email plus account-scoped API token) and establish a managed session for downstream calls.
Tickets
/ticketsList tickets with filters for channel, status, assignee, customer, tags, and creation date range across email, chat, SMS, social, and voice.
Tickets
/create_ticketCreate a new ticket on any channel (API, email, chat, phone, or SMS) with customer, message, tags, and assignment details.
Messages
/messagesRetrieve messages for a ticket including sender, channel, body, and attachments to reconstruct the full conversation thread.
Messages
/create_messagePost a reply or internal note to an existing ticket on the appropriate channel with attachments and macros applied.
Customers
/customersPull customer and contact records with order context, custom fields, and integration data linked from Shopify and other sources.
Use Cases
Sync support conversations into your data warehouse
- Pull tickets, messages, and events across email, chat, SMS, social, and voice into a single warehouse - Stream ticket lifecycle and status changes to downstream BI and analytics tools - Reconcile customer and contact records against Shopify and CRM systems
Automate ticket creation and routing
- Create tickets from external systems on the correct channel without portal clicks - Apply tags, macros, and assignments to route conversations to the right team - Post replies and internal notes programmatically from connected tooling
Measure support-driven revenue and CX metrics
- Pull satisfaction surveys and resolution data for quality reporting - Attribute revenue from Shopping Assistant and AI Agent conversations - Track first-response and resolution times across channels and teams
Keep integrations and webhooks in sync
- Manage webhook subscriptions for ticket, message, and customer events - Mirror tag, custom field, and integration changes to downstream systems - Trigger workflows when AI Agent or rules mutate ticket state
Technical Specifications
Authentication
HTTP Basic Auth with account-owner email and account-scoped API token, handled in a managed session
Connectivity
Gorgias REST API at the per-account subdomain (https://{account}.gorgias.com/api) plus authenticated browser flows where needed
Response format
Normalized JSON across Tickets, Messages, Customers, Events, and Integrations objects
Rate limits
Adaptive throttling tuned to your plan tier (2 req/s on lower plans up to 10 req/s on Pro/Advanced) under the leaky-bucket limiter
Session management
Automatic token rotation and credential refresh with Retry-After handling
Data freshness
Near real-time pulls for tickets and messages with optional scheduled batch syncs
Security
Encrypted credential vault, scoped access tokens, SOC 2-aligned controls, and audit logging
Webhooks
Managed webhook subscriptions for ticket, message, and customer events with retry handling
Latency
Sub-second reads on cached entities; multi-second writes when creating tickets and posting messages
Throughput
Horizontally scaled workers sized to high-volume ticket and message activity within plan rate limits
Reliability
Retry, backoff, and idempotency keys for ticket creation and message posting
Adaptation
Continuous monitoring of Gorgias API changes, channel additions, and account configuration drift
Frequently asked questions
Yes. Gorgias exposes a REST API to get, create, update, and delete objects like tickets, messages, customers, and events. Supergood layers normalization, managed authentication, and rate-limit handling on top so you integrate once against consistent objects.
Gorgias uses HTTP Basic Auth with the account-owner email as the username and an account-scoped API token as the password. Supergood manages and rotates that token securely in a managed session rather than exposing it to your integration code.
The Gorgias API uses a leaky-bucket limiter that ranges from 2 req/s on lower plans up to 10 req/s on Pro and Advanced, with custom limits on Enterprise. Supergood applies adaptive throttling and honors the Retry-After header to avoid being throttled.
Yes. Supergood normalizes tickets and messages across email, chat, SMS, WhatsApp, Instagram, Facebook, and voice into a consistent shape so a single customer thread is unified regardless of channel.
Yes. You can create tickets on any channel and post replies or internal notes to existing tickets, with tags, macros, and assignment applied—so external systems can drive support workflows without portal clicks.