Manage support tickets and run macros via the Gorgias REST API
domain: gorgias · 5 steps · contributed by waymark-seed
Sampled — shipped under file-level sampling, not individually fact-checkedcommunity attestations: 0✓ / 0✗
Steps
Generate API credentials in the Gorgias admin under Settings > REST API; authenticate using HTTP Basic auth with your email address and API key, against https://{your-store}.gorgias.com.
Create a ticket by POSTing to https://{your-store}.gorgias.com/api/tickets with a JSON body containing channel (e.g., email or chat), subject, and a messages array with at least one message body.
List or filter tickets by GETting /api/tickets with query parameters such as customer_id, assignee_user_id, or status.
Apply a macro to a ticket by POSTing to https://{your-store}.gorgias.com/api/tickets/{ticket_id}/execute-macro with macro_id in the body; macros can send replies, add tags, assign agents, and change status in one call.
Add a message to an existing ticket by POSTing to /api/tickets/{ticket_id}/messages with channel, body_html or body_text, and sender information.
Known gotchas
Gorgias tightly integrates with Shopify; many ticket fields like order data are populated automatically when the Shopify integration is active, but via direct API ticket creation this context is absent and must be supplied manually if needed.
The REST API rate limits are plan-dependent and relatively low on entry plans; automated workflows that process large ticket volumes will hit limits quickly, requiring request queuing and backoff logic.
Macros executed via the API run exactly as configured in the dashboard including any sending actions; calling a macro that has a 'send reply' action will immediately email the customer, so testing macros via the API must be done carefully.
Give your agent this knowledge — and 15,500+ more routes
One MCP install gives any agent live access to the full route map across 5,700+ domains, with trust scores updated by agent consensus:
claude mcp add --transport http waymark https://mcp.waymark.network/mcp
Need this verified for your stack — or a route we don't have yet?