How to use Gorgias AI to extract order number and attach it to ticket fields: A 2026 guide
Kenneth Pangan
Katelin Teen
Last edited January 16, 2026
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If you’re on an ecommerce support team, you know the routine. A customer emails about their order, and the first thing you have to do is find that all-important order number. You find it, copy it, paste it into a ticket field, switch over to your Shopify tab to look it up, and only then can you actually start helping them.
It feels like a small task, but when you multiply it by hundreds of tickets a day, those seconds add up. Automating this process helps your team’s productivity and ensures customers get the fast service they expect.
The good news is that AI can handle this entire process for you, saving time, reducing manual errors, and freeing up your team to focus on solving actual problems. Helpdesks like Gorgias have built-in features designed for this, making your workflow smoother and more efficient.
This guide will walk you through how to use Gorgias AI to extract order number and attach it to ticket fields. We’ll also look at how to optimize this setup and show you a complementary and flexible option for teams that want to enhance their support automation even further.
What is Gorgias AI?
Gorgias is a leader in the ecommerce world for a reason. It’s a powerful helpdesk built from the ground up for online stores, especially those running on platforms like Shopify. The platform excels at pulling all your customer conversations - email, chat, social media - into one tidy place.
When people talk about "Gorgias AI," they're referring to its impressive ability to detect intent and sentiment. In simple terms, it understands what a customer is asking about (like a "shipping/status" question) and how they feel. This detection is a core part of its automation features.
When it comes to using Gorgias AI to extract order number and attach it to ticket fields, you use Gorgias’s native tools, specifically the Rules engine. Gorgias provides a capable "AI Agent" that can automate responses for a large portion of your inquiries. By setting up clear rules, you can catch the many ways a customer might present their information.
Setting up Gorgias to extract order numbers
Getting Gorgias to automatically find and grab order numbers is a customizable process that allows you to tailor the workflow to your specific needs. Here's a look at how it works.
First, you need your ecommerce store connected. Gorgias offers deep integrations with platforms like Shopify or BigCommerce, which allows the system to recognize your specific order number formats.
Next, the process uses Gorgias’s intent detection. When a new ticket arrives, Gorgias analyzes the message to identify the customer's intent. For extracting order numbers, you typically trigger the process when the system flags an intent like "shipping/status."
The final step is creating a Rule. This is where you provide instructions for the Gorgias platform. You’ll set it up with these steps:
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The Trigger: Set the rule to fire when a new ticket is created and the detected intent is "shipping/status."
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The Condition: Tell the rule to look for a specific pattern in the message that matches your store's order numbers. This might be a prefix like "ORDER-" or a specific number of digits.
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The Action: Once the pattern is identified, the system takes that number and applies it to a custom ticket field you've created, such as "Order Number."
graph TD A[New Ticket Arrives] --> B{Gorgias Detects Intent}; B -->|"shipping/status"| C{Rule is Triggered}; B -->|"Other Intent"| D[Manual Agent Handling]; C --> E{Message Scanned for Order Number Pattern}; E -->|"Pattern Found"| F[Order Number Extracted]; E -->|"Pattern NOT Found"| D; F --> G[Order Number Added to Ticket Field];
This setup works effectively for standardizing your data. By defining your patterns clearly, Gorgias ensures that your information is captured accurately, helping your agents move faster.
Common use cases and benefits
When this automation is in place, the benefits are clear. With the order number field filled out automatically, your agents can handle "where is my order?" (WISMO) questions much more quickly. They skip manual data entry, which makes the whole team more efficient. Plus, once that order number is in the field, it can power other useful features, like displaying shipping details right in the Gorgias sidebar.
As your team grows, you can continue to refine these rules to cover more varied customer issues. Gorgias provides the foundational tools to spot keywords and patterns across your conversations. It allows you to follow a structured approach to automation that ensures consistency.
While rules-based systems are precise, some teams like to add complementary tools to handle even more complex context. Gorgias is excellent at basic tasks like tagging and assignment, and it serves as a reliable base for more advanced integrations.
This is where specialized AI platforms can serve as a great addition. Instead of replacing your existing system, tools like eesel AI work within your Gorgias helpdesk to provide extra flexibility. These tools can help understand conversational context alongside your existing rules, ensuring you pull information like order numbers no matter how a customer phrases their request.
Gorgias pricing
Understanding how Gorgias structures its pricing can help you plan for your business's growth. The platform offers a variety of plans to suit different team sizes and needs.
Gorgias's pricing is designed around the number of tickets you process, with options for AI-driven resolutions. This tiered model allows you to scale your support as your store grows.
| Plan | Monthly Price (Billed Monthly) | Included Tickets/mo | Overage Cost | AI Agent Interactions |
|---|---|---|---|---|
| Starter | $10/mo | 50 | +$0.40 / ticket | $1.00 per resolution |
| Basic | $60/mo | 300 | +$40 / 100 tickets | $0.90 per resolution |
| Pro | $360/mo | 2,000 | +$36 / 100 tickets | $0.90 per resolution |
| Advanced | $900/mo | 5,000 | +$36 / 100 tickets | $0.90 per resolution |
| Enterprise | Custom | Custom | Custom | $0.90 per resolution |
Pricing is based on information from Gorgias's official pricing page as of 2026.
The tiered structure ensures that you have a clear path for growth. For teams looking for additional options, platforms like eesel AI offer complementary, predictable pricing that integrates with your existing setup. These plans can include a high number of AI interactions, providing a helpful way to manage costs during busy seasons like Black Friday.
A complementary option for order number extraction: eesel AI
A new generation of AI tools has emerged to work alongside your helpdesk. These platforms plug right into your existing Gorgias workflows to offer even more flexibility. Here’s how a solution like eesel AI works as a helpful addition to your setup.
eesel AI is a self-serve tool that complements your current system. You can connect it to your Gorgias helpdesk quickly, providing an additional layer of intelligence to your support operations.
The AI can learn from your team's history of conversations to support the rules you have already built in Gorgias. It helps understand the context of a conversation, which is a great backup for those cases where a customer might use unusual phrasing or make a typo when providing their order number.
eesel AI also allows for multi-step AI Actions. For example, once information is identified, you could set it to check your Shopify API for a real-time shipping status and then draft a response for your agent to review. This type of integration makes your Gorgias setup even more powerful.
Additionally, eesel AI offers a simulation mode. You can see how the AI would have performed on past tickets before you go live. This helps you refine its behavior and ensures your automation is working perfectly alongside your Gorgias rules.
Enhancing your order number extraction workflows
Automating order number extraction in Gorgias is a brilliant way to make your support team more efficient. It demonstrates the power of the platform to handle repetitive tasks effectively. By using the built-in Rules engine, you can create a reliable system that scales with your needs.
Adding modern AI tools like eesel AI can further enhance this experience. These complementary solutions help you understand customer intent even more deeply and enable advanced custom workflows within your existing helpdesk.
If you're ready to maximize the potential of your support automation and empower your team, consider how these tools can work together. See how eesel AI can bring even more intelligence to your Gorgias workflows.
You can book a demo or start a trial to see it in action today.
Frequently asked questions
Gorgias AI provides a robust Rules engine that allows you to build custom workflows. It combines intelligent intent detection with pattern matching to identify and apply order numbers efficiently.
First, ensure your ecommerce store is integrated. Then, you'll create a rule that triggers on a detected intent (like "shipping/status"), specifies a pattern for your store's order numbers, and sets an action to apply that number to a custom ticket field.
To get the best results, it is important to define clear patterns for your order numbers. This structured approach helps the system maintain high accuracy and ensures that your support agents have reliable data for every ticket.
Gorgias uses sophisticated pattern matching, so as long as the order number follows the formats you have defined in your rules, it will accurately extract the information regardless of the surrounding text.
Gorgias offers tiered pricing plans based on ticket volume, which allows teams to choose a level that best fits their size. This model ensures you have access to powerful automation features that scale alongside your business growth.
Gorgias allows you to create and refine rules within your dashboard. By monitoring new tickets as they come in, you can iteratively adjust your patterns to ensure the extraction process is performing exactly as you want it to.
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Article by
Kenneth Pangan
Writer and marketer for over ten years, Kenneth Pangan splits his time between history, politics, and art with plenty of interruptions from his dogs demanding attention.
