Gorgias Destination

Nexla's bi-directional connectors allow data to flow both to and from any location, making it simple to create a FlexFlow data flow that sends data to a Gorgias location.

Gorgias

1. Click the + icon on the Nexset that will be sent to the Gorgias destination, and select the Send to Destination option from the menu.

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

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

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

Configure Using a Template

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

Endpoint Settings

• Select the endpoint to which this destination will send 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 destination for this endpoint.

  Create a new support ticket

  Creates a new support ticket in Gorgias, optionally with an initial message and customer reference. Use this endpoint to programmatically generate tickets from external data sources such as e-commerce orders, form submissions, or monitoring alerts.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/tickets with the ticket data in the request body.
  • The request body can include a messages array to attach an initial message, and a customer reference to link the ticket to an existing customer.

  The Gorgias REST API accepts JSON. Ensure the Content Format is set to JSON. The newly created ticket's ID is returned in the API response — capture it via the Response Webhook feature for use in follow-up operations.

  Add a new message to an existing ticket

  Adds a new message — either a public reply or an internal note — to an existing Gorgias ticket. Use this endpoint to automate follow-up messages, escalation notes, or system-generated replies.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/tickets/{ticket_id}/messages with the message data in the request body.
  • Configure the following parameter: Ticket Id — the unique identifier of the ticket to which the message will be added.

  Set public to true in the request body to send a customer-visible reply, or false to add an internal note visible only to agents. Ticket IDs can be retrieved from the List Tickets source endpoint.

  Create a new customer profile in Gorgias

  Creates a new customer profile in Gorgias. Use this endpoint to sync customer records from e-commerce platforms, CRM systems, or other sources into your Gorgias helpdesk.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/customers with the customer data in the request body.
  • The request body should include customer contact information such as email, name, and optional channels (e.g., email, phone).

  Gorgias deduplicates customers based on email address. If a customer with the same email already exists, the API may return the existing record rather than creating a duplicate. The Gorgias REST API accepts JSON.

  Create User

  Creates a new agent/user account in Gorgias. Use this endpoint to provision agent accounts programmatically when onboarding new support team members.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/users with the user data in the request body.
  • The request body should include at minimum the agent's email, name, and role.

  Creating users via the API counts against your Gorgias seat limit. Ensure sufficient seats are available before bulk-creating agents. The newly created user's ID is returned in the API response.

  Update User

  Updates an existing agent/user record in Gorgias. Use this endpoint to synchronize agent profile changes from HR or identity management systems into Gorgias.

  • Sends a PUT or PATCH request to https://{subdomain}.gorgias.com/api/users/{id} with the updated user data in the request body.
  • Configure the following parameter: Update Api Users By Id Id — the unique identifier of the user to update.

  User IDs can be retrieved from the List Users source endpoint. Use PATCH for partial updates to avoid overwriting fields not included in your data.

  Delete User

  Removes an agent/user from Gorgias. Use this endpoint to deactivate agent accounts programmatically as part of offboarding workflows.

  • Sends a DELETE request to https://{subdomain}.gorgias.com/api/users/{id}.
  • Configure the following parameter: Delete Api Users By Id Id — the unique identifier of the user to remove.

  Deleting a user removes their access to Gorgias. Tickets previously assigned to the deleted agent are typically reassigned or left unassigned depending on your Gorgias account settings. This action cannot be undone.

  Create Macro

  Creates a new macro (saved reply/response template) in Gorgias. Use this endpoint to programmatically provision response templates from external content management systems.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/macros with the macro definition in the request body.
  • The request body should include the macro name, actions array (defining message content and other actions), and optional visibility settings.

  Macros can include multiple actions beyond sending a message, such as adding tags or updating ticket fields. Refer to the Gorgias API Reference for the full macro action schema.

  Create Tag

  Creates a new tag in Gorgias. Use this endpoint to programmatically add tags from external taxonomy sources or during automated ticket classification workflows.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/tags with the tag definition in the request body.
  • The request body must include the name field for the new tag.

  Tag names must be unique within a Gorgias account. Attempting to create a tag with an existing name may result in an error. Use the List Tags source endpoint to check for existing tags before creating new ones.

  Update Tag

  Updates (renames) an existing tag in Gorgias. Use this endpoint to programmatically synchronize tag name changes from an external taxonomy management system.

  • Sends a PUT or PATCH request to https://{subdomain}.gorgias.com/api/tags/{id} with the updated tag data in the request body.
  • Configure the following parameter: Update Api Tags By Id Id — the unique identifier of the tag to update.

  Tag IDs can be retrieved from the List Tags source endpoint. Renaming a tag updates all existing ticket associations that reference the tag.

  Delete a ticket permanently

  Permanently deletes a support ticket from Gorgias. Use this endpoint in data lifecycle workflows to remove tickets that must be purged for compliance or data retention reasons.

  • Sends a DELETE request to https://{subdomain}.gorgias.com/api/tickets/{ticket_id}.
  • Configure the following parameter: Ticket Id — the unique identifier of the ticket to permanently delete.

  Ticket deletion is permanent and cannot be undone. All messages and associated data for the ticket are also deleted. Retrieve ticket IDs from the List Tickets source endpoint before deletion. Ensure compliance and data retention policies are reviewed before using this endpoint in automated workflows.

  Create Custom Field

  Creates a custom field definition in Gorgias. Use this endpoint to programmatically extend the Gorgias data model with additional fields for tickets or customers.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/custom-fields with the custom field definition in the request body.
  • The request body should include the field name, type (e.g., text, number, boolean), and the resource_type it applies to (e.g., Ticket or Customer).

  Custom field definitions are account-level configuration. Creating a custom field makes it available for all tickets or customers of the specified resource type. Refer to the Gorgias API Reference for supported field types.

  Create Rule

  Creates an automation rule in Gorgias. Use this endpoint to programmatically deploy ticket routing, assignment, and tagging rules from a centralized rule management system.

  • Sends a POST request to https://{subdomain}.gorgias.com/api/rules with the rule definition in the request body.
  • The request body must include the rule name, conditions array, and actions array.

  Rules created via the API are active immediately unless explicitly set to inactive. Test new rules carefully in a non-production environment before deploying them to a live Gorgias helpdesk.

  Update Ticket Message

  Updates (edits) an existing message within a Gorgias ticket. Use this endpoint to programmatically correct or update message content as part of data quality workflows.

  • Sends a PUT or PATCH request to https://{subdomain}.gorgias.com/api/tickets/{ticket_id}/messages/{message_id} with the updated message data.
  • Configure the following parameters: Update Api Tickets By Id Messages By Id Id — the ticket ID; Update Api Tickets By Id Messages By Id Message Id — the message ID to update.

  Only the message body and certain metadata fields can be updated after creation. Message IDs can be retrieved from the List Messages source endpoint.

Configure Manually

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

First, select the API method that will be used for calls to the Gorgias API from the Method pulldown menu. Common methods for Gorgias write operations include:

• POST: For creating new records (e.g., creating a new ticket or adding a message to a ticket)
• PUT: For replacing an existing record in full
• PATCH: For updating specific fields on an existing record
• DELETE: For removing a record

Data Format

4. Select the format in which the Nexset data will be sent to the Gorgias API from the Content Format pulldown menu. Nexla will automatically convert the data to the selected format for each API call.

The Gorgias REST API accepts and returns JSON. Select JSON as the content format to ensure compatibility with Gorgias API endpoints. Sending data in the correct format is required for the API to successfully process each request.

API Endpoint URL

5. Enter the URL of the Gorgias API endpoint to which you want to send the Nexset data in the URL field. The URL should include the complete path for the target resource.

   Common Gorgias write endpoint patterns include:

   • Create a ticket: https://{your-domain}.gorgias.com/api/tickets (POST)
   • Update a ticket: https://{your-domain}.gorgias.com/api/tickets/{ticket_id} (PUT or PATCH)
   • Add a message to a ticket: https://{your-domain}.gorgias.com/api/tickets/{ticket_id}/messages (POST)
   • Update a customer: https://{your-domain}.gorgias.com/api/customers/{customer_id} (PUT or PATCH)

   For update or upsert operations, include the ID of the record to be updated at the end of the URL.

Replace {your-domain} with your Gorgias helpdesk subdomain (e.g., mystore for a helpdesk at mystore.gorgias.com). For a full reference of writable endpoints and required request body fields, refer to the Gorgias API Reference.

Request Headers

Optional

• If Nexla should include any additional request headers in API calls to this destination, enter the headers & corresponding values as comma-separated pairs in the Request Headers field (e.g., header1:value1,header2:value2).

  You do not need to include any headers already present in the credentials. The Gorgias credential automatically handles the HTTP Basic Authentication header used by the Gorgias API.

Exclude Attributes from the Call

Optional

• If any record attributes in the Nexset should be omitted when sending data to this Gorgias destination, select the attributes from the Exclude Attributes pulldown menu.

• Any number of attributes can be selected for exclusion, and all excluded attributes will be shown in the field. To remove an attribute from the list, click the X icon next to the attribute name.

Record Batching

Optional

1. If records should be sent to this destination in batched API calls, check the box next to Would you like to batch your records together? to enable record batching.

2. Enter the maximum number of records that should be batched together in a single API call in the Batch Size field. By default, this value is set to 100.

3. Select the algorithm that will be used to group records into batches from the Grouping Algorithm pulldown menu. The sample request shown in the panel on the right will be updated to reflect the current batching settings. Some algorithms require additional settings—click on an algorithm listed below to view instructions for configuring these settings.

Response Webhook

Optional

Nexla can automatically send the response received from the Gorgias API after each call to a new Nexla webhook data source. This option allows you to keep track of the status of each API call and any additional information returned after each call, such as newly created ticket IDs or confirmation details.

• To enable this option, check the box next to Would you like to process the API response as a Nexla Webhook source?.

Sample Request Payload

Sample request payloads containing a portion of the Nexset data that will be sent to the Gorgias API endpoint based on the current settings are shown in the Sample Payload panel on the right. These samples can be referenced to ensure that the destination and request settings are correctly configured.

• Click on a sample request payload to expand it and view the complete payload content.

• Sample payloads are automatically updated with each setting change, making it easy to verify that changes achieve the desired effect.

Endpoint Testing

After all endpoint settings have been configured, Nexla can send a test payload to the Gorgias API to ensure that the destination is configured correctly.

1. To send a test payload, select the Test button at the top of the Sample Payload panel, and click on a listed sample payload to expand it.

2. If any modifications to the sample payload are needed, make the necessary changes directly within the sample window.

3. Click the Send Test Data button at the top of a sample payload to send the test payload to the Gorgias API using the current settings.

Save & Activate the Destination

• Once all endpoint settings have been configured, click the Done button in the upper right corner of the screen to save and create the destination. To begin sending data to the configured Gorgias endpoint, open the destination resource menu, and select Activate.

  The Nexset data will not be sent to the Gorgias API until the destination is activated. Destinations can be activated immediately or at a later time, providing full control over data movement.