Gorgias

A read-only API key integration that syncs Gorgias support tickets and conversations into Rippit on a schedule. For what applies to every integration, see how data integrations work. For the security model, see Data integration security.

Connection summary


Authorization	A Gorgias API key, together with the email of the Gorgias user it belongs to
Writes to Gorgias	None
Credentials shared with Rippit	The user email, API key, and subdomain. Rippit stores them and uses them for every sync
Credential check	The credentials are tested against Gorgias before the connection is created. If Gorgias rejects them, Rippit shows “The integration rejected these credentials. Check them and try again.” and creates no connection
Connection identity	Your Gorgias subdomain. One connection per subdomain
Required Rippit role	Workspace admin
API base	`https://<subdomain>.gorgias.com/api`
Sync method	Scheduled polling
Attachments	Downloaded and stored by Rippit, including voice recordings
Maximum historical backfill	90 days. The default is 7

Before you connect

Rippit asks for three values:

User email. The email address of the Gorgias user who owns the API key.
API key. That user’s Gorgias API key. See Gorgias’s access tokens and API keys guide for where to find it.
Subdomain. The part of your Gorgias URL before .gorgias.com: acme in acme.gorgias.com. Use lowercase letters, numbers, hyphens, and underscores only.

Rippit can read only what that user can read in Gorgias, so connect with an admin account, ideally one dedicated to the integration.

Data handling

Question	Answer
Is ticket content ingested, or only metadata?	Full content: the ticket, every message and internal note, attachments, satisfaction surveys, and completed voice calls linked to the ticket
Are internal notes ingested?	Yes. Notes are stored and marked as not public
Are attachments stored?	Yes. Message attachments and voice recordings are downloaded and stored rather than linked
Can Rippit modify Gorgias?	No. The integration is read-only
Is data used to train models?	No. Rippit does not train any AI models. Your data is used for inference only

What a ticket becomes in Rippit

Each Gorgias ticket becomes one conversation in Rippit.

Rippit record	Content
Subject	The ticket subject
Agent	The ticket’s assignee
Start and end	The ticket’s created time and its last updated time
Status	The ticket status from Gorgias
Tags	Tag names on the ticket
Default selected fields	Subject, status, tags, CSAT score, team name, channel, last assignee, all assignees, source assignee, commenters, first commenter, and last commenter
Other fields	Team ID, via (how the ticket was created), language, priority, whether Gorgias marked the ticket as spam, the CSAT comment, and ticket custom fields you select
Messages	Every message on the ticket. The body is the HTML Gorgias sends, or the plain text when there is no HTML. A message from an agent is attributed to that agent. Internal notes are stored and marked as not public
Attachments	Files attached to messages, downloaded and stored
Satisfaction	The survey score, on a 1 to 5 scale, and the written comment. The comment is also stored on the ticket, attributed to the customer
Voice calls	A completed call linked to the ticket, attributed to the last agent who answered it, at the call’s start time. The recording is downloaded when the call has one and a user has not deleted it
People	Users whose Gorgias role is admin, agent, basic agent, lite agent, observer, or bot, with name, email, and role. They are stored as agents. The customer on the ticket, with name, email, and phone

Channel collects the ticket’s channel and the channel of each agent message. Last assignee is the agent assigned to the ticket. All assignees are the assignees Rippit has seen on it. Source assignee lists the agents who sent messages, and the assignee when the ticket has a satisfaction survey. Commenters are the agents who sent messages. First commenter and last commenter are the agents who wrote the earliest and latest public messages, including a completed call. The field picker lists your ticket custom fields by the label Gorgias gives them. Archived fields are left out. Each one is synced only if you select it. Setup accepts up to 150 fields, plus Rippit’s standard columns.

API endpoints

The user email and API key are sent as HTTP Basic authentication, with the email as the username and the API key as the password. Paths below are under https://<subdomain>.gorgias.com/api.

Authentication

Purpose	Endpoint	Method
Credential check when you connect, and before each sync	`/account`	GET

Tickets, messages, and people

Object	Endpoint	Method
Tickets updated since the last sync	`/tickets?limit=100&order_by=updated_datetime:desc`	GET
Tickets, by ID, up to 30 per request, to re-sync them	`/tickets?ticket_ids=<id>&ticket_ids=<id>`	GET
A ticket’s messages	`/messages?ticket_id=<id>&order_by=created_datetime:desc&limit=100`	GET
A customer, by ID	`/customers/<id>`	GET
Users	`/users?roles=admin&roles=agent&roles=basic-agent&roles=lite-agent&roles=observer-agent&roles=bot&limit=100&order_by=name:asc`	GET
A single user, by ID	`/users/<id>`	GET
Tags	`/tags?limit=100&order_by=created_datetime:desc`	GET
A single tag, by ID	`/tags/<id>`	GET
Satisfaction surveys	`/satisfaction-surveys?limit=100&order_by=created_datetime:desc`	GET
A single satisfaction survey, by ID	`/satisfaction-surveys/<id>`	GET
Voice calls	`/phone/voice-calls?limit=100`	GET
Voice recordings	`/phone/voice-call-recordings?limit=100`	GET
A single voice recording, by ID	`/phone/voice-call-recordings/<id>`	GET
Ticket custom field definitions, for the field picker	`/custom-fields?object_type=Ticket&archived=false&limit=100`	GET
Message attachments	The attachment URL on each message, as returned by Gorgias	GET
Voice recordings, the file	`/attachment/download/<path>`, rewritten from the recording URL	GET

List endpoints page with meta.next_cursor. Rippit sends that cursor back as &cursor= on the same path until it is absent. Each ticket returned by the tickets list has its messages fetched separately, 100 per page, and its customer fetched by ID. Users and tags are read in full on every sync. The custom field catalog is read up to 3 pages. Archived ticket fields are not requested. Attachment downloads for a gorgias.com or gorgias.io host send the API key, and that authenticated request is tried first. A voice recording is downloaded through /attachment/download/<path> on your Gorgias API host.

Sync behavior


Ticket discovery	Newest first by `updated_datetime`, 100 per page, cursor pagination
Initial lookback	The backfill chosen at setup: 7 days by default, up to 90. Tickets, satisfaction surveys, voice calls, and voice recordings are read back to that date
Trailing buffer	Each sync closes 5 minutes behind the current time
Messages	Fetched per ticket, one ticket at a time, 100 per page, newest message first
Customers	Fetched by ID from each ticket, one at a time
Users and tags	Full list on every sync
Satisfaction surveys	Newest first by `created_datetime`, 100 per page
Voice calls	Paged 100 at a time. A completed call linked to a ticket is stored on that ticket
Voice recordings	Listed, and also fetched by ID when a call has a recording
Update handling	An updated ticket is listed again, and its messages and customer are fetched again
Resumption	High water mark on ticket `updated_datetime`. Changed tickets only, no full rescan

Rippit selects tickets by last update, not creation. A ticket created before the backfill window but updated inside it is synced with its original created time, and every message on it is fetched. Satisfaction surveys are selected by the time they were created, so a new survey on a ticket already in Rippit is picked up when the survey list reaches it.

Rate limiting

Gorgias caps API requests at 40 per 20 seconds. Each response reports calls used out of that limit in X-Gorgias-Account-Api-Call-Limit. Rippit slows down as the remaining budget runs low. A 429 response waits, including any Retry-After, and retries. Rippit fetches each ticket’s messages with a separate request, so a large backfill spends most of its time on messages. This is why the default backfill is 7 days.

Getting Started

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Use cases

Reference

Connection summary

Before you connect

Data handling

What a ticket becomes in Rippit

API endpoints

Authentication

Tickets, messages, and people

Sync behavior

Rate limiting

​Connection summary

​Before you connect

​Data handling

​What a ticket becomes in Rippit

​API endpoints

​Authentication

​Tickets, messages, and people

​Sync behavior

​Rate limiting

Connection summary

Before you connect

Data handling

What a ticket becomes in Rippit

API endpoints

Authentication

Tickets, messages, and people

Sync behavior

Rate limiting