Gorgias

The Gorgias integration connects your customer support helpdesk to Sprigr Teams. Agents can read tickets, view customer details, add internal notes, and send responses — helping your support team handle higher volumes without sacrificing quality.

Prerequisites

• An active Gorgias helpdesk account.
• Admin or Owner role in your Sprigr Teams organisation.

Connecting Gorgias

1. Open the Integration Hub

   Sign in to team.sprigr.com and click Integrations in the sidebar.

2. Find Gorgias

   Locate the Gorgias card and click Connect.

3. Authorise with Gorgias

   You will be redirected to Gorgias to sign in and authorise the connection. Review the permissions and click Authorise.

4. Verify the connection

   The Gorgias card will show a green “Connected” badge. Your agents can now access your helpdesk data.

Available tools

Tool	Action	Description
gorgias	list_tickets	List tickets with optional filters (status, assignee, tags, date range)
gorgias	get_ticket	Get full details of a specific ticket including messages and metadata
gorgias	create_message	Add a reply or internal note to a ticket
gorgias	update_ticket	Update ticket status, assignee, tags, or priority
gorgias	list_customers	Search for customers by email, name, or other attributes
gorgias	get_customer	Get full customer profile including order history and past tickets

Common use cases

• Automated first response — An agent reads new tickets, determines the issue type, and sends an initial response with relevant information (order status, tracking number, return instructions) while the ticket is routed to the right team.
• Ticket classification — An agent reviews incoming tickets and applies tags and priority levels based on the content, helping your support team focus on urgent issues first.
• Customer context lookup — During a conversation, an agent pulls up the customer’s Gorgias profile, order history, and previous tickets to provide personalised, informed support.
• Internal notes — An agent adds internal notes to tickets summarising research findings, so human agents who pick up the ticket later have full context without re-reading the thread.
• Escalation workflows — A workflow monitors ticket age and priority. If a high-priority ticket goes unanswered for too long, the workflow escalates it by reassigning it and notifying a manager.

Best practices for support teams

Tip

When configuring an agent’s persona for customer support, be explicit about tone, escalation rules, and what the agent should never do (like offering refunds without approval). A well-defined persona dramatically reduces the risk of inappropriate automated responses.

• Start with internal notes only — Before allowing an agent to respond directly to customers, set it up to add internal notes. This lets your team review the agent’s suggestions before they reach customers.
• Use approval gates — In workflows, add approval gates before any step that sends a message to a customer. This keeps a human in the loop for sensitive interactions.
• Combine with knowledge bases — Upload your FAQ, return policy, and product documentation to a knowledge base so the agent has accurate, up-to-date information to reference in responses.

Troubleshooting

“Unauthorised” errors The Gorgias OAuth token may have been revoked. Disconnect and reconnect the integration from the Integration Hub.

Agent cannot find tickets Check that the connected Gorgias account has access to the tickets you are searching for. Some Gorgias plans restrict API access based on user roles.

Rate limiting Gorgias applies rate limits to API requests. If your agents are making frequent queries, you may see throttling. Spread out automated checks or reduce polling frequency.

Next steps

• Integrations Overview — See all available integrations.
• Knowledge Bases — Upload support documentation so agents can reference accurate information.
• Workflows — Automate support processes like ticket escalation and SLA monitoring.