Issues & support
Set up Gorgias
Connect Gorgias to make e-commerce support searchable — each ticket becomes a document with the whole message thread, internal notes labelled, tied to its customer, agent, channel and tags, so a shopper's support history sits alongside everything else known about them. Read-only.
Before you start
- In Gorgias open Settings → Developers → REST API (older accounts: Settings → You → REST API). The page shows a base URL, a username (your sign-in email) and a password — the password is the API key.
- Gorgias authenticates with the sign-in email + API key pair, and the sync sees what that user can see — an admin's pair covers every ticket. Only reads are ever issued; nothing is written to Gorgias.
- Documents → Gorgias, enter the Domain — the your-company in your-company.gorgias.com, as the address bar shows it while you're signed in.
- Enter the Account email the key belongs to, and paste the API key.
- Optionally set History to sync (days) under Advanced — blank reads tickets updated in the last 365 days.
- Choose access groups, Test, then Sync.
What comes in
- Each ticket becomes a document titled with its number and subject, carrying status, channel, customer, agent and the last update date; its tags tie it to the same topics elsewhere.
- The full message thread renders underneath, oldest first, each message named and dated; internal messages are labelled internal note. Up to 200 messages of a thread are kept; a longer one is noted on the sync.
- The thread is re-read only when the ticket changes — every new message moves its update time.
| Account email | The email you sign in to Gorgias with — the API key belongs to it, and the sync sees what that user can see. |
|---|---|
| History to sync (days) | Optional (Advanced) — tickets last updated more than this many days ago aren't read on a sync. Blank = 365. Tickets already synced stay searchable when they age out of the window; remove a document under Documents if one really must go. |
Access
Gorgias exposes no per-ticket viewers to mirror, so the access groups chosen on the source cover every ticket it brings in — access is allow-only. Gorgias's agents are also offered to “import your team”; shoppers live in a separate directory this source never reads.
Test reports how many recent tickets are visible; a wrong email + key pair reads “Gorgias rejected the credentials”. Tickets are read newest first down to the History to sync boundary, keeping the 3,000 most recently updated inside it (it says so at the cap). A slow first sync is normal — throttling is waited out and retried; only if Gorgias keeps rate-limiting does it stop with “the next sync will catch up”, and later syncs re-read only tickets whose update time moved. Tickets already synced stay searchable once they age out of the window. A key revoked on Gorgias's side shows as rejected on the next Test.
Last updated 20 Sep 2026