A practical guide to the Gorgias API V2 for support automation in 2025

If you're in e-commerce, you've probably heard of Gorgias. It's one of the top helpdesks out there, and for good reason, it does a great job of bringing all your customer conversations into one place. But the real power, especially when your brand starts to grow, comes from what you can build on top of it. That’s where its API comes in.

While the Gorgias API is powerful, building your own custom tools with it can be a surprisingly big project. This guide will walk you through what the API is, what you can actually do with it, and help you figure out if you should build a custom solution, stick with Gorgias's built-in tools, or find a platform that gets you better results, faster.

What is the Gorgias API V2?

Let's start with the basics. An API (Application Programming Interface) is just a way for different pieces of software to talk to each other. Think of it as a universal translator that lets your systems share information and tell each other what to do.

The Gorgias API V2 is the specific toolkit that lets your developers get under the hood and manage your Gorgias data, things like tickets, customers, and messages. It’s a REST API, which is a pretty standard and reliable way of doing things on the web.

So, why should you care? The main reason is to build custom integrations that go beyond what Gorgias offers out of the box. You can use it to automate workflows that are too specific for the standard rules engine or to sync data between Gorgias and other systems you rely on, like your CRM or a data warehouse. If you want to get into the technical weeds, the official Gorgias developer documentation has all the details.

Key capabilities of the Gorgias API V2

So, what can you actually build with this thing? It helps to think about it in terms of the main types of data you can play with.

Managing tickets and conversations with the Gorgias API V2

This is the heart and soul of the API. It gives you a ton of control over the core of your helpdesk.

• Create, read, and update tickets: You can programmatically create tickets from almost any source you can think of, like a custom form on your site or an alert from a monitoring tool. You can also update a ticket’s status, assign it to an agent, or close it automatically. If you're curious about the technical side, the docs for creating a ticket via the API are a good place to start.

• Add messages to tickets: The API lets you add internal notes or public replies to existing tickets. This is really useful for logging actions that happen in other systems, like when an order ships or a refund is processed.

• Automate tagging and routing: You can use the API to apply or remove tags from tickets. This lets you build much smarter routing logic than what’s available in the Gorgias interface, directing tickets based on data pulled from your other tools.

Syncing customer and user data with the Gorgias API V2

Keeping your customer data consistent across all your different apps is a huge headache. The API can help with that.

• Customer management: The API can list, create, update, and even merge customer profiles. This is a big deal for making sure the customer info in Gorgias perfectly matches what’s in your main CRM or e-commerce platform. No more conflicting details.

• User and team management: For larger teams, you can manage agent accounts and teams through the API. This is great for automating parts of the onboarding process for new hires or making role changes across your systems at once.

Building custom integrations and widgets with the Gorgias API V2

This is where it gets really interesting. The API lets you pull external data directly into an agent's workspace.

• HTTP integrations: You can build custom integrations that grab data from other services. For example, you could set one up to ping the Loop Returns API and pull in a customer’s recent return history.

• Sidebar widgets: Once you've pulled that external data, you can display it in a custom widget right in the ticket sidebar. This gives agents all the context they need without having to jump between a dozen different tabs. It’s a powerful feature, but it definitely takes some real development work to get it running. Gorgias has a tutorial on creating these widgets if you want to see what's involved.

A look at the Gorgias dashboard, which can be customized using the Gorgias API V2.

Here’s a quick rundown of the most common API endpoints and what they’re used for:

Common use cases (and their hidden costs)

The possibilities with the Gorgias API are pretty wide, but most projects tend to fall into a few categories. Let’s look at what teams are building, and more importantly, what it really takes to get these projects live.

Popular custom solutions

• Custom Reporting: Many teams pull ticket, user, and survey data into a data warehouse to build their own reports in tools like Looker or Tableau. This gives them a much clearer view of support performance than the built-in Gorgias dashboards.

• Backend System Integration: Connecting Gorgias to internal databases or ERPs is another common one. This lets you show very specific customer information, like subscription status or lifetime value, right inside the ticket view for agents.

• Proactive Support Triggers: You can set up workflows that automatically create tickets when something happens in another app. For instance, you could create a high-priority ticket whenever a payment fails in Stripe or a customer leaves a negative review on Trustpilot.

The reality of building and maintaining custom solutions

These solutions sound great on paper, but they come with some serious trade-offs that often get glossed over.

• High development cost: Let's be honest, building these integrations requires skilled developers. It's not a weekend project. It involves planning, coding, tons of testing, and deployment. All of that costs a lot of time and money.

• Ongoing maintenance burden: An API integration isn't something you can just set and forget. APIs get updated, your business needs change, and bugs will always find a way to pop up. The initial build is just the beginning; you'll need someone to maintain and update the integration forever.

• Lack of flexibility for support teams: Once an integration is built, any changes or new ideas usually require another full cycle of development work. The support team, the people who actually use the tool every day, can't easily tweak or expand it themselves. They’re stuck in line waiting for the engineering team to have time.

This brings us to the classic "build vs. buy" debate. While the Gorgias API V2 gives you the freedom to build anything you can imagine, that freedom comes at a steep price.

Gorgias AI Agent vs. Gorgias API V2 solutions vs. eesel AI

When you want to automate support in Gorgias, you really have three main options. Let's break them down.

Option 1: Gorgias's native AI Agent

Gorgias has its own built-in "AI Agent" that comes with its higher-tier plans. It’s designed to handle common questions and automate simple tasks like tracking an order or processing a return. Since it’s built-in, it’s pretty seamless. However, it has a few key drawbacks.

• Limited Knowledge Sources: The AI Agent mostly learns from your Gorgias help center articles and macros. It can't easily connect to all the other places your company information is stored, like in Confluence, Google Docs, or your old helpdesk tickets. This often means it gives incomplete or less-than-accurate answers.

• Pay-per-resolution Model: This is a big one. The pricing is based on how many interactions the AI handles. As your ticket volume grows and your automation gets better, your costs can become unpredictable and shoot up quickly. You're basically penalized for being successful with automation.

• Less Control & Simulation: The tools for testing and rolling out the AI aren't as strong. You can't easily run large-scale tests on your past tickets to see how it would have performed before you unleash it on your actual customers.

Option 2: Building a custom AI agent with the Gorgias API V2

This is the "do-it-yourself" route, using the Gorgias API V2 to connect to a large language model (like GPT-4) and building your own AI bot from scratch.

• Extremely High Effort: This is a massive project. It requires serious expertise in AI, APIs, and managing infrastructure. You're not just building an integration; you're building, training, and maintaining an entire software product.

• All the "Hidden Costs": This approach comes with all the maintenance and development headaches we talked about earlier, but they're amplified because of how complex building and running an AI system is.

Option 3: eesel AI for Gorgias

This is where you get the best of both worlds. eesel AI is a platform that gives you the ease of a native tool with the power of a custom API build, but without the huge overhead.

Here’s what makes it different:

• Unify All Your Knowledge: eesel AI doesn't just look at your Gorgias help docs. It connects to all your scattered knowledge sources, Confluence, Google Docs, Notion, Slack, and even your past ticket history. This gives the AI a complete picture of your business, which leads to much more accurate and helpful answers.

eesel AI connects to multiple knowledge sources, going beyond the limits of a standard Gorgias API V2 integration.

• Go Live in Minutes, Not Months: The integration with Gorgias is literally one click. You can sign up, connect your helpdesk, and set up your AI agent on your own, without having to talk to a salesperson or write a single line of code.

• Test with Confidence: eesel AI has a powerful simulation mode that lets you test your AI on thousands of your real historical tickets. You get an accurate preview of its performance, see exactly how it would have replied, and can figure out the best tickets to automate before you turn it on for live customers.

The simulation mode in eesel AI allows you to test AI responses on past tickets before full implementation, a feature not available through the Gorgias API V2 alone.

• Transparent and Predictable Pricing: eesel AI plans are based on overall capacity, not per-resolution fees. Your bill won't give you a heart attack after a busy month, which makes it much easier to budget and prove the value of your automation efforts.

A complete look at Gorgias pricing

To give you the full picture, here’s a breakdown of Gorgias’s pricing plans. This will help you see how the native AI Agent and other features fit in. This pricing is based on their public page and is subject to change.

As you can see, the AI Agent is available on most plans, but the cost is tied directly to usage. That can make budgeting a real challenge as you grow.

Move beyond the Gorgias API V2 with the right platform

The Gorgias API V2 is a fantastic tool for any team that wants to customize their helpdesk and connect it more deeply with their other tools. It opens the door to better reporting, clean data syncing, and some pretty slick workflow automation.

However, when you get to AI-powered support automation, relying only on the API means signing up for a costly, slow, and high-maintenance development project. And while the native tools are convenient, they often don't have the deep knowledge connections or predictable pricing you need to really scale.

To unlock that next level of support automation in Gorgias, you need a platform that handles all that heavy lifting for you. eesel AI gives you a radically simple way to deploy a powerful AI agent that learns from all of your company knowledge, gives you full control over what gets automated, and lets you test everything with confidence.

Ready to see what your support team can do with smarter automation? Integrate eesel AI with Gorgias in minutes and start simulating your AI agent today.