Skip to main content

Data Source

The Gorgias connector enables you to ingest support tickets, customer records, messages, satisfaction survey responses, tags, and other helpdesk data from your Gorgias account. Follow the instructions below to create a new data flow that ingests data from a Gorgias source in Nexla.
gorgias_api.png

Gorgias

Create a New Data Flow​

  1. To create a new data flow, navigate to the Integrate section, and click the New Data Flow button. Then, select the desired flow type from the list, and click the Create button.

  2. Select the Gorgias connector tile from the list of available connectors. Then, select the credential that will be used to connect to the Gorgias instance, and click Next; or, create a new Gorgias credential for use in this flow.

  3. In Nexla, Gorgias data sources can be created using pre-built endpoint templates, which expedite source setup for common Gorgias endpoints. Each template is designed specifically for the corresponding Gorgias endpoint, making data source setup easy and efficient.
    • To configure this source using a template, follow the instructions in Configure Using a Template.

    Gorgias sources can also be configured manually, allowing you to ingest data from Gorgias endpoints not included in the pre-built templates or apply further customizations to exactly suit your needs.
    • To configure this source manually, follow the instructions in Configure Manually.

Configure Using a Template​

Nexla provides pre-built templates that can be used to rapidly configure data sources to ingest data from common Gorgias endpoints. Each template is designed specifically for the corresponding Gorgias endpoint, making data source setup easy and efficient.

Endpoint Settings​

  • Select the endpoint from which this source will fetch data from the Endpoint pulldown menu. Available endpoint templates are listed in the expandable boxes below. Click on an endpoint to see more information about it and how to configure your data source for this endpoint.

    Get Account

    Retrieves the account information for the authenticated Gorgias workspace. Use this endpoint to ingest your Gorgias account configuration, settings, and metadata.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/account — the subdomain is taken from your Gorgias credential configuration.
    • Response data is extracted from $ (the root object) — returns a single account object with workspace settings and plan information.

    Replace {subdomain} with your Gorgias helpdesk subdomain, which is automatically applied from your credential. This endpoint returns a single record rather than a list.

    List Customers

    Returns all customers in the Gorgias account. Use this endpoint to sync customer profiles to CRM systems, data warehouses, or analytics platforms.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/customers and returns a paginated list of customer records.
    • Response data is extracted from $.data[*] — each element represents one customer profile with contact details and metadata.

    Gorgias list endpoints are paginated. Nexla handles pagination automatically when fetching all records. For incremental ingestion, use date/time macros with the updated_datetime_gte query parameter to retrieve only recently updated customers.

    List Custom Fields

    Returns all custom fields configured in the Gorgias account. Use this endpoint to retrieve custom field definitions for use in schema mapping or integration configuration.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/custom-fields and returns all defined custom fields.
    • Response data is extracted from $.data[*] — each element represents one custom field definition with its name, type, and associated resource type.

    Custom field definitions are account-level configuration. This endpoint returns the schema of custom fields, not the values assigned to individual tickets or customers.

    List Events

    Returns all events in the Gorgias account. Use this endpoint to audit activity logs, monitor agent actions, or track ticket lifecycle changes across the helpdesk.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/events and returns a paginated list of event records.
    • Response data is extracted from $.data[*] — each element represents one event with its type, timestamp, and associated resource references.

    Events represent actions taken in the helpdesk such as ticket assignments, status changes, and message sends. Use date filtering parameters for incremental ingestion to avoid re-processing historical events.

    List Integrations

    Returns all integrations configured in the Gorgias account. Use this endpoint to audit and inventory the third-party channel integrations connected to your helpdesk.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/integrations and returns all configured integrations.
    • Response data is extracted from $.data[*] — each element represents one integration with its type, status, and configuration details.

    Integrations include email, chat, social media, and e-commerce channel connections. This endpoint is useful for configuration audits and ensuring all expected channels are active.

    List Jobs

    Returns all jobs in the Gorgias account. Use this endpoint to monitor the status of background jobs such as bulk ticket imports or data migrations.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/jobs and returns all jobs.
    • Response data is extracted from $.data[*] — each element represents one job with its type, status, and associated timestamps.

    Jobs are asynchronous background operations. Poll this endpoint to check job completion status after triggering bulk operations via the Gorgias API.

    List Macros

    Returns all macros (saved reply templates) configured in the Gorgias account. Use this endpoint to export and audit macro definitions for documentation or migration purposes.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/macros and returns all defined macros.
    • Response data is extracted from $.data[*] — each element represents one macro with its name, actions, and visibility settings.

    Macros are pre-configured response templates that agents can apply to tickets. This endpoint retrieves the macro definitions, not the history of macro usage on individual tickets.

    List Views

    Returns all views configured in the Gorgias account. Use this endpoint to retrieve the ticket filter views used by your support team for queue management and reporting.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/views and returns all configured views.
    • Response data is extracted from $.data[*] — each element represents one view with its name, filter conditions, and display settings.

    Views define filtered ticket queues for agent workflows. View IDs returned here are required by the List View Items endpoint to retrieve tickets matching a specific view's filter criteria.

    List Rules

    Returns all automation rules configured in the Gorgias account. Use this endpoint to audit and document the automation rules governing ticket routing, assignment, and tagging.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/rules and returns all defined automation rules.
    • Response data is extracted from $.data[*] — each element represents one rule with its trigger conditions, actions, and active status.

    Automation rules execute automatically when trigger conditions are met. Exporting rules via this endpoint is useful for change management documentation and backup before making configuration changes.

    List Satisfaction Surveys

    Returns all satisfaction surveys (CSAT surveys) configured in the Gorgias account. Use this endpoint to retrieve survey definitions and configuration for reporting on customer satisfaction programs.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/satisfaction-surveys and returns all survey records.
    • Response data is extracted from $.data[*] — each element represents one satisfaction survey with its configuration, score, and associated ticket details.

    CSAT survey responses are linked to specific tickets. Use this endpoint to build customer satisfaction dashboards and track support quality over time.

    List Tags

    Returns all tags defined in the Gorgias account. Use this endpoint to retrieve the tag taxonomy for ticket classification and reporting.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/tags and returns all tags.
    • Response data is extracted from $.data[*] — each element represents one tag with its name and usage metadata.

    Tags are used to categorize tickets for routing, filtering, and reporting. Export the full tag list via this endpoint to synchronize tag taxonomies with external systems or validate tag usage consistency.

    List Teams

    Returns all teams in the Gorgias account. Use this endpoint to retrieve team definitions for workforce management, reporting, or synchronization with HR systems.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/teams and returns all teams.
    • Response data is extracted from $.data[*] — each element represents one team with its name and member information.

    Team IDs can be used to filter tickets assigned to specific teams in downstream analytics workflows.

    List Tickets

    Returns all tickets in the Gorgias account. Use this endpoint to ingest support ticket data for analysis, reporting, SLA monitoring, or synchronization with CRM and data warehouse systems.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/tickets and returns a paginated list of ticket records.
    • Response data is extracted from $.data[*] — each element represents one ticket with its subject, status, assignee, tags, and timestamps.

    Use date/time macros with query parameters such as created_datetime_gte or updated_datetime_gte for incremental ingestion to retrieve only new or recently modified tickets since the last run.

    List Messages

    Returns all messages in the Gorgias account across all tickets. Use this endpoint to ingest the full message history for conversation analytics, quality assurance, or agent performance reporting.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/messages and returns a paginated list of message records.
    • Response data is extracted from $.data[*] — each element represents one message with its content, sender, channel, and associated ticket reference.

    Messages include both public replies and internal notes. For ticket-specific message ingestion, use lookup-based macros to chain from ticket IDs retrieved via the List Tickets endpoint.

    List Users

    Returns all users (agents) in the Gorgias account. Use this endpoint to sync agent rosters with HR systems, build agent performance dashboards, or manage access control audits.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/users and returns all agent accounts.
    • Response data is extracted from $.data[*] — each element represents one agent user with their name, email, role, and team assignments.

    User IDs returned by this endpoint can be referenced in ticket and message records to link activity to specific agents in downstream reporting.

    List View Items

    Returns tickets matching a specific view's filter criteria in Gorgias. Use this endpoint to ingest pre-filtered ticket queues defined by your support team's view configuration.

    • Sends a GET request to https://{subdomain}.gorgias.com/api/views/{viewId}/items — replace the view ID with the target view's identifier.
    • Response data is extracted from $.data[*] — each element represents one ticket matching the view's filter conditions.
    • Configure the following parameter: View ID — the unique identifier of the Gorgias view whose items you want to retrieve. View IDs can be obtained from the List Views endpoint.

    Views apply pre-configured filters defined in Gorgias. Using this endpoint is more efficient than applying filters manually in the URL when you need to replicate an existing agent queue in a Nexla data flow.

Endpoint Testing​

Once the selected endpoint template has been configured, Nexla can retrieve a sample of the data that will be fetched according to the current settings. This allows users to verify that the source is configured correctly before saving.

  • To test the current endpoint configuration, click the Test button to the right of the endpoint selection menu. Sample data will be fetched & displayed in the Endpoint Test Result panel on the right.

  • If the sample data is not as expected, review the selected endpoint and associated settings, and make any necessary adjustments. Then, click the Test button again, and check the sample data to ensure that the correct information is displayed.

Configure Manually​

Gorgias sources can also be configured manually, allowing you to ingest data from Gorgias endpoints not included in the pre-built templates or apply further customizations to exactly suit your needs.

First, select the method that will be used for calls to the Gorgias API from the Method pulldown menu. The most common methods are:

  • GET: For retrieving data from the Gorgias API — the most common method for data ingestion
  • POST: For sending data to the API or triggering actions
  • PUT: For updating existing records
  • PATCH: For partial updates to existing records
  • DELETE: For removing records

API Endpoint URL​

  1. Enter the URL of the Gorgias API endpoint from which this source will fetch data in the Set API URL field. This should be the complete URL including the protocol (https://) and any required path parameters.

    Common Gorgias API endpoint patterns include:

    • Tickets: https://{your-domain}.gorgias.com/api/tickets — retrieves support ticket records
    • Customers: https://{your-domain}.gorgias.com/api/customers — retrieves customer profiles
    • Messages: https://{your-domain}.gorgias.com/api/tickets/{ticket_id}/messages — retrieves messages for a specific ticket
    • Satisfaction surveys: https://{your-domain}.gorgias.com/api/satisfaction-surveys — retrieves customer satisfaction (CSAT) survey responses
    • Tags: https://{your-domain}.gorgias.com/api/tags — retrieves all tags defined in your helpdesk

The Gorgias API uses your helpdesk subdomain as part of every request URL. Replace {your-domain} with your actual Gorgias subdomain (e.g., if your helpdesk is at mystore.gorgias.com, use https://mystore.gorgias.com/api/tickets). For a full reference of available endpoints, see the Gorgias API Reference.

Date/Time Macros (API URL)​

Optional

Optionally, the API URL can be customized using macros—all macros added to the API URL will be converted into values when Nexla executes the API call. Macros are dynamic placeholders that allow you to create flexible API endpoints that can adapt to different time periods or data requirements.

Date/time macros are particularly useful with Gorgias endpoints that support filtering by date ranges, such as fetching tickets created or updated within a specific time window. For example, you can use macros with query parameters like created_datetime_gte or updated_datetime_gte on the tickets endpoint to incrementally ingest only new or recently modified tickets.

  1. To add a macro, type { at the appropriate position in the API URL (within the Set API URL field), and select the desired macro from the dropdown list.

    • {now} – The current datetime
    • {now-1} – The datetime one time unit before the current datetime
    • {now+1} – The datetime one time unit after the current datetime
    • custom – Datetime macros can reference any number of time units before or after the current datetime—for example, enter (now-4) to indicate the datetime four time units before the current datetime

  2. Select the format that will be applied to datetime macros from the Date Format for Date/Time Macro pulldown menu. This format will be applied to the base datetime value of the macro—i.e., the value of {now} in {now-1}.

  3. Select the datetime unit that will be used to perform mathematical operations in the included macro(s) from the Time Unit for Operations pulldown menu—for example, for the macro {now-1}, when Day is selected, {now-1} will be converted to the datetime one day before the current datetime.

Lookup-Based Macros (API URL)​

Optional

Column values from existing lookups can also be included as macros in the API URL. Lookup-based macros allow you to reference data from previously configured data sources or lookups, enabling dynamic API endpoints that can adapt based on existing data.

Lookup-based macros are useful when building chained Gorgias data flows — for example, you can first ingest a list of ticket IDs from the tickets endpoint, then use those IDs as lookup values to fetch messages for each ticket via https://{your-domain}.gorgias.com/api/tickets/{'{ticket_id}'}/messages.

  1. To include a lookup column value macro, select the relevant lookup from the Add Lookups to Supported Macros pulldown menu.

  2. Type { at the appropriate position in the API URL, and select the lookup column-based macro from the dropdown list. Lookup-based macros are automatically populated into the macro list when a lookup is selected in the Add Lookups to Supported Macros pulldown menu.

Path to Data​

Optional

If only a subset of the data returned by the API endpoint is needed, you can designate the part(s) of the response that should be included in the Nexset(s) produced from this source by specifying the path to the relevant data within the response. This is particularly useful when API responses contain metadata, pagination information, or other data that you don't need for your analysis.

For example, Gorgias list endpoints (such as GET /tickets or GET /customers) return a JSON response with a top-level data array containing the actual records, along with pagination metadata. By specifying the path to the data array, you configure Nexla to treat each element of that array as a separate record.

Path to Data is essential for Gorgias list endpoints. Without specifying the correct path, Nexla may not be able to properly parse and organize your data into usable records. For most Gorgias list responses, the path to the records array is $.data[*].

  • To specify which data should be treated as relevant in responses from this source, enter the path to the relevant data in the Set Path to Data in Response field.

    • For responses in JSON format, enter the JSON path that points to the object or array that should be treated as relevant data. JSON paths use dot notation (e.g., $.data.items[*] to access an array of items within a data object).

    • For responses in XML format, enter the XPath that points to the object/array containing relevant data. XPath uses slash notation (e.g., /response/data/item to access item elements within a data element).

    Path to Data Example:

    For the Gorgias GET /tickets endpoint, the response is in JSON format and includes a top-level array named data containing the ticket records. The path to the data would be entered as $.data[*].

Autogenerate Path Suggestions​

Nexla can also autogenerate data path suggestions based on the response from the API endpoint. These suggested paths can be used as-is or modified to exactly suit your needs.

  • To use this feature, click the Test button next to the Set API URL field to fetch a sample response from the API endpoint. Suggested data paths generated based on the content & format of the response will be displayed in the Suggestions box below the Set Path to Data in Response field.

  • Click on a suggestion to automatically populate the Set Path to Data in Response field with the corresponding path. The populated path can be modified directly within the field if further customization is needed.

    PathSuggestions.png

Metadata​

If metadata is included in the response but is located outside of the defined path to relevant data, you can configure Nexla to include this data as common metadata in each record. This is useful when you want to preserve important contextual information that applies to all records but isn't part of the main data array.

For example, the Gorgias GET /tickets response includes pagination metadata fields such as meta.total_count and meta.pages_count alongside the data array. If you have set the path to data as $.data[*], you can specify a path to this metadata (e.g., $.meta) to include it with each ticket record in the generated Nexset(s).

Metadata paths are particularly useful for preserving Gorgias API response context like total record counts or pagination details that apply to all records in the response.

  • To specify the location of metadata that should be included with each record, enter the path to the relevant metadata in the Path to Metadata in Response field.

    • For responses in JSON format, enter the JSON path to the object or array that contains the metadata, and for responses in XML format, enter the XPath.

Request Headers​

Optional

  • If Nexla should include any additional request headers in API calls to this source, enter the headers & corresponding values as comma-separated pairs in the Request Headers field (e.g., header1:value1,header2:value2). Additional headers are often required for API versioning, content type specifications, or custom authentication requirements.

    You do not need to include any headers already present in the credentials. The Gorgias credential automatically handles the HTTP Basic Authentication header. Common headers like Authorization, Content-Type, and Accept are typically managed automatically by Nexla based on your credential configuration.

Endpoint Testing​

After configuring all settings for the selected endpoint, Nexla can retrieve a sample of the data that will be fetched according to the current configuration. This allows users to verify that the source is configured correctly before saving.

  • To test the current endpoint configuration, click the Test button to the right of the endpoint selection menu. Sample data will be fetched & displayed in the Endpoint Test Result panel on the right.

  • If the sample data is not as expected, review the selected endpoint and associated settings, and make any necessary adjustments. Then, click the Test button again, and check the sample data to ensure that the correct information is displayed.

Save & Activate the Source​

  1. Once all of the relevant steps in the above sections have been completed, click the Create button in the upper right corner of the screen to save and create the new Gorgias data source. Nexla will now begin ingesting data from the configured endpoint and will organize any data that it finds into one or more Nexsets.