Gorgias - Kodif
Gorgias
Gorgias is a helpdesk for commerce. With KODIF, you can create and update tickets, send messages or macros, list/add tags, and retrieve existing customer threads to reduce duplicate contacts.
Integration Actions
Gorgias - Add Internal Comment Ticket
Adds an internal note to a Gorgias support ticket that only agents can see, perfect for team communication and case documentation.
This integration allows you to add internal-only comments to existing Gorgias support tickets. These comments are visible only to your support team members and help with case management, documentation, and internal communication about customer issues. The comment appears in the ticket timeline but remains hidden from customers.
Parameters
- ticket_id ( String): The unique identifier of the Gorgias ticket where you want to add the internal comment. Example: “12345678”.
- agent_email ( String (email)): The email address of the agent creating the internal comment. This must be a valid agent email in your Gorgias account. Example: “sarah.johnson@supportteam.com”.
- internal_comment ( String): The internal note text that will be visible only to agents. Use this to document important information, next steps, or communicate with your team. Example: “Customer confirmed delivery address – proceed with replacement shipment”.
Output
Returns confirmation details of the created internal message including message_outcome (success status), message_id (unique identifier for the comment), ticket_id (original ticket ID), from_agent (confirmation it’s from an agent), message_body (the comment text), and sender object containing agent details like user_id, email, name, firstname, and lastname.
Example Output:
{
"message_outcome": "Ticket created successfully",
"message_id": 389472851,
"ticket_id": 67894523,
"from_agent": true,
"message_body": "Customer confirmed delivery address - proceed with replacement shipment",
"sender": {
"user_id": 892456731,
"email": "sarah.johnson@supportteam.com",
"name": "Sarah Johnson",
"firstname": "Sarah",
"lastname": "Johnson"
}
}
Gorgias - Add Ticket Tags
Adds one or more tags to an existing Gorgias support ticket for better organization and workflow automation.
This integration attaches tags to a Gorgias ticket to help your support team categorize and organize tickets. Tags like “refund”, “shipping_delay”, or “vip” make it easier to filter tickets, trigger automated workflows, and generate reports on ticket types and resolution patterns.
Parameters
- ticket_id ( String): The unique Gorgias ticket ID you want to add tags to. Example: “256645555”.
- new_tags ( Array of strings): A list of tag names to add to the ticket. Example: [“urgent”, “billing_issue”].
Output
Returns a confirmation object indicating whether the tags were successfully added to the ticket. The response includes a success boolean and a descriptive message.
Example Output:
{
"success": true,
"message": "tag added"
}
Gorgias - Assign the Ticket to a Team
Assigns a Gorgias support ticket to a specific team and removes any individual agent assignment.
This integration transfers ownership of a Gorgias support ticket from an individual agent (if assigned) to a designated team. This is useful for redistributing workload, escalating tickets to specialized teams, or ensuring tickets are handled by the appropriate department rather than a specific person.
Parameters
- teamID ( String): The unique identifier of the team that should receive the ticket assignment. Example: “5931”.
- ticket_id ( String): The unique identifier of the Gorgias ticket to be reassigned. Example: “252025212”.
Output
Returns a simple status object indicating whether the ticket assignment was completed successfully. The response contains a success field that shows true when the ticket was successfully assigned to the team, or false if the assignment failed.
Example Output:
{
"success": true
}
Gorgias - Check Agent Availability
Checks if any support agents are currently online and available in your Gorgias helpdesk.
This integration queries your Gorgias helpdesk to determine if any support agents are currently online and available to handle customer inquiries. It’s useful for routing decisions, displaying availability status to customers, or triggering automated workflows based on agent presence.
Parameters
This tool requires no input parameters – it automatically checks all agents in your Gorgias account.
Output
Returns a simple availability status message indicating whether agents are currently online. The response will be one of two possible outcomes:
- “Agents ARE available” – At least one agent is currently online and available
- “Agents ARE NOT available.” – No agents are currently online
Example Output:
"Agents ARE available"
or
"Agents ARE NOT available."
Gorgias - Create New Open Ticket
Creates New Open Ticket using Gorgias. No inputs are required. Returns confirmation of creation, including the new record’s ID and details.
...
Gorgias - Get Customer by ID
Retrieves Customer by ID using Gorgias. Requires customer_id. Returns results based on the executed action.
Gorgias - Get Customer Tickets
Retrieves Customer Tickets using Gorgias. Requires customer_id. Returns results based on the executed action.
Gorgias - Get Macro by ID
Retrieves macro by ID using Gorgias. Requires macro_id. Returns the requested data record(s) with all available details.
Gorgias - List Ticket Messages
Retrieves Ticket Messages using Gorgias. Requires ticket_id. Returns results based on the executed action.
Gorgias - List Ticket Tags
Retrieves all tags associated with a specific support ticket in Gorgias.
This integration fetches all the tags that have been applied to a specific support ticket in your Gorgias helpdesk. Tags help categorize and organize tickets by topics like “urgent”, “refund”, “product_issue”, or custom categories your team uses for workflow management.
Parameters
- ticket_id ( String): The unique identifier of the Gorgias ticket you want to retrieve tags for. Example: “187293456”.
Output
Returns an array of tag objects applied to the ticket. Each tag includes details like id (unique tag identifier), name (tag label), usage (how many times this tag has been used across all tickets), decoration (display color), description (optional tag description), created_datetime (when the tag was first created), and uri (API reference path).
Example Output:
{
"data": [
{
"id": 892547,
"uri": "/api/tags/892547/",
"name": "billing_inquiry",
"usage": 15423,
"decoration": {
"color": "#3fa8e1"
},
"description": null,
"created_datetime": "2023-04-15T14:22:18.045821+00:00",
"deleted_datetime": null
},
{
"id": 734892,
"uri": "/api/tags/734892/",
"name": "priority",
"usage": 8756,
"decoration": {
"color": "#ff6b35"
},
"description": "High priority customer issue",
"created_datetime": "2023-01-08T09:15:42.238195+00:00",
"deleted_datetime": null
}
]
}
Gorgias - Retrieve Ticket
Retrieve Ticket using Gorgias. Requires ticket_id. Returns results based on the executed action.
Gorgias - Search Customers by Email
Search Customers by Email using Gorgias. Requires customer_email. Returns results based on the executed action.
Gorgias - Search Customers by Name
Search Customers by Name using Gorgias. Requires customer_name. Returns results based on the executed action.
Gorgias - Send Message
Sends a message to a customer through an existing Gorgias support ticket via email or other communication channels.
This integration allows you to send replies and messages to customers through Gorgias support tickets. You can send formatted HTML messages via email or other channels like chat, social media, or SMS, helping your support team respond to customer inquiries directly from your workflow.
Parameters
- ticket_id ( String): The unique identifier of the existing Gorgias ticket to send the message to. Example: “789456123”.
- channel ( String): The communication channel to use for sending the message. Example: “email”.
- body_html ( String (HTML)): The HTML-formatted content of the message to send. Example: “Thank you for contacting us. Your order #ORD98765 has been processed.”.
- sender_address ( String): The sender’s address (email, phone number, social media handle, etc.) depending on the channel. Example: “support@mystore.com”.
- recipient_address ( String): The recipient’s address (email, phone number, social media handle, etc.) depending on the channel. Example: “customer@email.com”.
Output
Returns a complete message object containing the sent message details including id (unique message identifier), ticket_id, channel, body_html (the sent content), sender and receiver information with names and contact details, source with from/to addresses, created_datetime (when the message was created), and from_agent status.
Example Output:
{
"id": 1587392847,
"ticket_id": 789456123,
"channel": "email",
"body_html": "<div>Thank you for contacting us. Your order #ORD98765 has been processed.</div>",
"sender": {
"id": 284756391,
"name": "Support Agent",
"email": "support@mystore.gorgias.io",
"firstname": "Support",
"lastname": "Agent"
},
"receiver": {
"id": 1789234567,
"name": "Jane Smith",
"email": "jane.smith@email.com",
"firstname": "Jane",
"lastname": "Smith"
},
"source": {
"from": {
"address": "support@mystore.com"
},
"to": [{
"address": "jane.smith@email.com"
}],
"type": "email"
},
"from_agent": true,
"created_datetime": "2024-01-19T14:32:18.147820+00:00"
}
Gorgias - Set Ticket Tags
Set Ticket Tags using Gorgias. Requires new_tags and ticket_id. Returns results based on the executed action.
Gorgias - Unassign the ticket from the agent
Removes the assigned agent from a Gorgias support ticket, making it available for reassignment to other team members.
This integration unassigns a support ticket from its currently assigned agent in Gorgias. When executed, it removes the agent assignment from the specified ticket, allowing the ticket to be picked up by other available agents or reassigned through your team’s workflow processes.
Parameters
- ticket_id ( String): The unique identifier of the Gorgias ticket to unassign. Example: “387429156”.
- agentID ( String): The unique identifier of the agent currently assigned to the ticket. Example: “594732018”.
Output
Returns a simple success indicator showing whether the ticket was successfully unassigned. The response contains a success boolean field that confirms the unassignment operation completed properly.
Example Output:
{
"success": true
}
Gorgias - Update Ticket Custom Field
Updates the value of a specific custom field in a Gorgias support ticket.
This integration allows you to modify custom field values within Gorgias tickets, enabling you to categorize, track, or update ticket metadata for better organization and workflow management. You can set values like ticket status, priority levels, team assignments, or any other custom classifications your support team uses.
Parameters
- ticket_id ( String): The unique identifier of the Gorgias ticket you want to update. Example: “88313846”.
- custom_field_id ( Integer): The ID number of the specific custom field you want to modify. Example: 127300.
- custom_value ( String): The new value to assign to the custom field. The format depends on your field configuration – it can be simple text or structured values with delimiters. Example: “No-Reply Needed::Kodif”.
Output
Returns the complete updated Gorgias ticket object containing all ticket information including the modified custom field. Key fields include id, subject, status, customer details, messages array, custom_fields with the updated values, assignee_team, priority, and various datetime stamps for tracking ticket lifecycle events.
Example Output:
{
"id": 88313846,
"subject": "Re: Your Order #9296872 is confirmed",
"status": "open",
"customer": {
"id": 720419636,
"name": "John Smith",
"email": "john.smith@example.com"
},
"custom_fields": {
"127300": {
"id": 127300,
"value": "No-Reply Needed::Kodif"
}
},
"assignee_team": {
"id": 3427,
"name": "Emails"
},
"priority": "low",
"created_datetime": "2026-03-15T05:46:52+00:00",
"updated_datetime": "2026-03-15T05:48:09.994049+00:00"
}
- Assess the topic the customer wants to discuss by reviewing the customer’s question and picking the closest category
- “Shipping” -> Any questions about order status, delivery of an order, delayed delivery.
- “Refund” -> Any questions about getting money back, under warranty
- “Damage” -> Any question about broken product, damage to an item, item not functioning
- Use the custom_field_id as 45487 and the topic chosen to run @Gorgias – Update Ticket Custom Field
Gorgias - Update Ticket Status Closed
Updates a Gorgias support ticket’s status to closed, marking the issue as resolved.
This integration closes an existing Gorgias support ticket by changing its status to “closed”. Use this when a customer’s issue has been fully resolved and no further action or follow-up is required. Once closed, the ticket will be marked as complete in your Gorgias dashboard.
Parameters
- ticket_id ( String): The unique Gorgias ticket ID number that you want to close. Example: “147892563”.
Output
Returns a simple confirmation object indicating whether the ticket was successfully closed. The response contains a success field that shows true if the ticket was properly updated to closed status, or false if the operation failed (such as when the ticket ID doesn’t exist or is already closed).
Example Output:
{
"success": true
}
Gorgias - Update Ticket Status OPEN
Updates Ticket Status OPEN using Gorgias. Requires ticket_id. Returns results based on the executed action.
Integration Configuration
Getting API Credentials
For information on getting the appropriate Integration credentials, visit the Gorgias site directly.