How to use Gorgias AI to extract order number and attach it to ticket fields: A 2025 guide

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 play detective, scanning their message for 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 tiny task, but when you multiply it by hundreds of tickets a day, those seconds bleed into minutes, and minutes into hours. It’s a drag on your team’s productivity and leaves customers waiting longer than they should.

The good news is that AI can handle this entire copy-paste dance for you, saving time, reducing manual errors, and freeing up your team to focus on solving actual problems. Helpdesks like Gorgias have features designed for this, but getting them to work just right can be tricky.

This guide will walk you through how to use Gorgias AI to extract order number and attach it to ticket fields. We’ll also get real about its limitations and show you a more powerful and flexible alternative for teams that want to take their support automation up a notch.

What is Gorgias AI?

Gorgias is a big name in the ecommerce world for a reason. It’s a helpdesk built from the ground up for online stores, especially those running on platforms like Shopify. The main goal is to pull all your customer conversations, email, chat, social media, into one tidy place.

When people talk about "Gorgias AI," they're mostly referring to its ability to detect intent and sentiment. In simple terms, it tries to figure out what a customer is asking about (like a "shipping/status" question) and how they feel about it (happy, frustrated, etc.). This detection is the engine that powers most of its automation features.

A screenshot of the Gorgias customer timeline, which helps teams understand the full context of a customer's interactions.

So, when it comes to using Gorgias AI to extract order number and attach it to ticket fields, it’s not a feature you can just flip on. It’s a workflow you have to build yourself using Gorgias’s native tools, mainly the Rules engine. Gorgias mentions its "AI Agent" can automate responses for a large chunk of your inquiries, but hitting that number really depends on how well you can build rules to catch every possible way a customer might ask a question. And as you can imagine, that’s a pretty big challenge.

Setting up Gorgias to extract order numbers

Getting Gorgias to automatically find and grab order numbers isn't as simple as checking a box in the settings. It’s a manual process that involves piecing together a workflow with a few key components. Here's a look at how it generally works.

First things first, you need your ecommerce store connected. For Gorgias to even know what a valid order number looks like, it needs a direct line to your store via an integration with something like Shopify or BigCommerce. Without that connection, it’s just guessing.

An image showing the deep Shopify integration, a key step for extracting order numbers.

Next, the process relies on Gorgias’s intent detection. When a new ticket arrives, Gorgias reads the message and takes a guess at the customer's intent. For what we're trying to do, the whole thing kicks off when it flags an intent like "shipping/status." This becomes the trigger for the automation rule you’re about to build.

The final, and most critical, step is creating a Rule. This is where you lay out the instructions for Gorgias. You’ll need to set it up with a few specific steps:

1. The Trigger: You'll tell the rule to fire only when a new ticket is created and the detected intent is "shipping/status."

2. The Condition: This is the tricky part. You have to 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 certain number of digits.

3. The Action: If the stars align and the condition is met, the final step is to take that number it found and apply it to a custom ticket field you've already created, maybe one called "Order Number."

While this setup can definitely work for straightforward cases, it’s built on a foundation of rigid rules and pattern matching. If a customer types their order number in a slightly different way, adds extra text, or just phrases their question in a way you didn't anticipate, the rule will probably fail. This brittleness means your agents are right back to doing it manually, which sort of defeats the whole point of automation in the first place.

Common use cases and limitations

When it works, the benefits are obvious. With the order number field filled out automatically, your agents can tackle "where is my order?" (WISMO) questions in a fraction of the time. They skip the boring data entry, which makes the whole team more efficient. Plus, once that order number is in the field, it can kick off other automations, like showing shipping details right in the Gorgias sidebar.

But as your team grows and customer issues get more varied, the cracks in this rule-based approach start to show.

The rules are just too literal. The automation is only as smart as the exact instructions you give it. If a customer writes, "My order is #12345," it might catch it. But what if they say, "Checking on my last purchase, 12345"? The rule can easily get confused and miss it, forcing your team to step in.

It also doesn't really understand context. The Gorgias system is designed to spot keywords and patterns, not the actual meaning behind a conversation. It has no way of learning from the thousands of similar tickets your team has already successfully resolved. It just follows the script you wrote, for better or worse.

You can't really test it safely, either. There’s no simple way to see how a new rule might behave across thousands of your past tickets. You basically have to build it, switch it on, and cross your fingers. This "test in production" method is risky and can create a huge mess in your inbox if the rule doesn't work as expected.

Finally, it can't perform more complex actions. Gorgias is good at basic things like adding a tag or assigning a ticket. But what if you wanted to do more? For example, what if you wanted the AI to automatically check your inventory system to see if an item is in stock before an agent even sees the ticket? A simple rule-based system just can't handle that kind of multi-step, custom workflow.

This is where newer AI platforms are taking a different path. Instead of relying on brittle rules, tools like eesel AI learn from your team's entire history of resolved tickets. This lets the AI understand the context of a conversation, not just keywords, so it can reliably pull information like order numbers no matter how a customer phrases their question. Because it integrates deeply with Gorgias, you can add this intelligence to your existing helpdesk without a complicated overhaul.

Gorgias pricing

Before you invest a ton of time building out these automations in Gorgias, it’s worth taking a minute to understand how their pricing works. The cost structure can have a pretty big impact on how you scale your support.

Gorgias's pricing is mostly based on the number of "billable tickets" you process each month, and they charge extra for any resolutions handled by their AI. This model can lead to some unpredictable bills, especially for growing ecommerce brands.

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 late 2024.

The main issue here is that your costs are tied directly to your ticket volume. When you have a massive month, like during a Black Friday sale, your bill can jump unexpectedly because of overage fees. And if you lean into their AI Agent to automate more tickets, you pay for each and every one of those resolutions. In a way, you get penalized for growing your business and for using automation successfully.

In contrast, platforms like eesel AI offer transparent, predictable pricing. The plans are based on the features you need and include a generous number of AI interactions, with no extra fees per resolution. This lets you scale your automation with confidence, knowing your costs won't get out of hand during your busiest times.

A flexible alternative for order number extraction: eesel AI

The frustrations with rule-based systems are exactly why a new wave of AI tools has popped up. These platforms don't just follow a static set of instructions; they learn, adapt, and plug right into your existing workflows. Here’s how a solution like eesel AI improves what you’re already doing in Gorgias.

Unlike the manual, often tedious rule-building process in Gorgias, eesel AI is completely self-serve. You can connect your Gorgias helpdesk with just one click and have a capable AI agent ready to go in minutes, not months. There's no need to sit through mandatory sales demos just to try it out.

The core difference is in how the AI learns. Instead of relying on keyword matching, eesel AI reads and understands thousands of your team's past conversations. It learns from how your best agents have handled issues before, so it can accurately find and extract order numbers from any ticket, just like a seasoned pro would. It gets the context, so it doesn't get tripped up by typos or weird phrasing.

eesel AI also lets you build workflows that do much more than just tag tickets. With its "AI Actions," you can create custom, multi-step automations. For instance, once the AI finds an order number, you could set it up to automatically ping your Shopify API to check the real-time shipping status. Then, it could use that info to draft a personalized reply for your agent to quickly review and send. That level of dynamic automation just isn't possible with standard rules.

And maybe the best part: before you ever let the AI interact with live customers, you can run it in a simulation mode. eesel AI will analyze thousands of your past tickets and give you a clear report on how accurately it would have performed. This lets you fine-tune its behavior and roll out automation with total confidence, eliminating the risk of breaking your support queue.

Moving beyond rigid rules for order number extraction

Getting order number extraction automated in Gorgias is a solid first step toward a more efficient support team. It proves that AI can take repetitive tasks off your agents' plates. But as we've covered, rule-based systems are limited by their very nature. They can be brittle, require constant tweaking, and are hard to scale with any real confidence.

Modern AI tools like eesel AI offer a much more powerful, flexible, and reliable way to automate your support. By learning from your team's own data, enabling powerful custom workflows, and giving you a risk-free way to test everything, these tools go beyond simple keywords to understand what customers are actually saying.

If you're ready to unlock a new level of automation inside your existing helpdesk and empower your team to focus on what matters, it might be time to look beyond rigid rules. See for yourself how eesel AI can transform your Gorgias workflows.

You can book a demo or start a free trial to get it up and running in minutes.