Gorgias API
Gorgias's REST API for managing customer support tickets, macros, and automations purpose-built for e-commerce brands on Shopify, Magento, and BigCommerce.
Score Breakdown
⚙ Agent Friendliness
🔒 Security
OAuth 2.0 available for integrations with some scoping. Basic auth API keys have broad account access. SOC2 certified. GDPR compliant with EU data residency option.
⚡ Reliability
Best When
An agent needs to automate e-commerce customer support workflows where tickets are tightly coupled to order data from Shopify or similar platforms.
Avoid When
Your support operation is not e-commerce focused, or you don't use a Gorgias-integrated commerce platform as your order source of truth.
Use Cases
- • Automatically creating or updating support tickets from order event webhooks
- • Fetching Shopify order data attached to a ticket to generate AI-powered response drafts
- • Tagging and routing tickets based on order status or product category via agent logic
- • Managing ticket macros and auto-responses programmatically as catalog changes
- • Querying ticket history for a customer to provide agents with full purchase and support context
Not For
- • Non-e-commerce support teams without Shopify or similar platform integrations
- • IT service management workflows requiring ITIL features
- • Teams needing self-hosted or open-source support infrastructure
Interface
Authentication
HTTP Basic Auth using account username and API key as password. OAuth 2.0 available for partner integrations with scoped access. Per-account API keys do not support fine-grained user-level scopes.
Pricing
Trial available. Pricing based on number of tickets and agents. Primarily targeted at DTC e-commerce brands. API access on all paid tiers.
Agent Metadata
Known Gotchas
- ⚠ Ticket messages and tickets are separate resources — creating a ticket does not create a message; they require separate API calls
- ⚠ Shopify order data is available via the customer's integration data, not embedded in the ticket object itself — requires additional lookup
- ⚠ Rate limit of 40 req/second is per account, not per key — multiple agents sharing credentials will exhaust limits quickly
- ⚠ Webhook events from Gorgias include an account-level secret for validation; skipping HMAC validation is a security risk
- ⚠ Ticket channels (email, chat, Instagram, etc.) have different required fields and behaviors — wrong channel type causes silent failures
- ⚠ The 'assignee' field requires a valid user ID, not email — agent must first fetch the user list to resolve IDs
Alternatives
Full Evaluation Report
Detailed scoring breakdown, competitive positioning, security analysis, and improvement recommendations for Gorgias API.
Scores are editorial opinions as of 2026-03-06.