A practical guide to the Gorgias API V2 for support automation in 2026

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 is a rewarding project for teams seeking bespoke functionality. This guide will walk you through what the API is, what you can actually do with it, and help you figure out how to best leverage a custom solution, stick with Gorgias's built-in tools, or find a complementary platform that gets you great 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 extend Gorgias's already impressive capabilities. You can use it to automate workflows that are specifically tailored to your brand 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 advanced routing logic that directs tickets based on data pulled from your other professional tools.

Syncing customer and user data with the Gorgias API V2

Keeping your customer data consistent across all your different apps is essential. The API is built to help with that.

• Customer management: The API can list, create, update, and even merge customer profiles. This ensures the customer info in Gorgias perfectly matches what’s in your main CRM or e-commerce platform, providing a single source of truth.

• 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 different tabs. It’s a powerful feature that utilizes Gorgias's flexible interface. Gorgias has a tutorial on creating these widgets if you want to see what's involved.

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

Resource	Common Actions	Use Case Example
"Tickets"	Create, Read, Update, Delete (CRUD), Add/Remove Tags	Automatically create a ticket from a Typeform submission.
"Customers"	CRUD, Merge duplicates, Set custom data	Sync customer information from a HubSpot CRM.
"Messages"	Create messages/replies, List conversation history	Add an internal note when an order ships from Shopify.
"Users"	CRUD, Manage agent access	Provision a new agent's account automatically via an HR system.
"Integrations"	Create custom HTTP integrations to fetch external data	Pull return status from a Loop Returns integration.
"Widgets"	Display data from integrations in the sidebar	Show a customer's loyalty points from a custom backend.

Common use cases and development considerations

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 how they manage these professional projects.

Popular custom solutions

• Custom reporting: Many teams pull ticket, user, and survey data into a data warehouse to build their own bespoke reports in tools like Looker or Tableau. This provides a specialized view of support performance that complements 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 review on Trustpilot.

Considerations for building and maintaining custom solutions

These professional solutions offer great value, and managing them successfully involves a few key considerations.

• Investment in custom development: Building these integrations is a professional project that utilizes skilled developers. This investment ensures the tool is built exactly to your brand's specifications and integrates perfectly with your stack.

• Ongoing system management: An API integration is a living part of your infrastructure. This means you'll want to plan for periodic updates and maintenance to ensure the integration continues to run smoothly as your business and external tools evolve.

• Tailoring your solution: Because custom integrations are built to specific requirements, making significant changes later might involve additional development cycles. This ensures that every update is handled with the precision your business needs.

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, it’s worth considering how specialized platforms can help you achieve your goals more efficiently.

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

When you want to automate support in Gorgias in 2026, 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 professional plans. It’s designed to handle common questions and automate standard tasks like tracking an order or processing a return. Since it’s built-in, it’s a seamless experience.

• Optimized help center focus: The AI Agent is highly effective at learning from your Gorgias help center articles and macros. This makes it a great choice for brands that have a well-maintained knowledge base within the Gorgias ecosystem.

• Usage-based pricing: The pricing is structured to match your volume. This allows brands to pay based on how much they use the automation, which can be helpful for teams that want their costs to scale alongside their successful automation results.

• Simplified deployment: The tools for rolling out the AI are designed to be user-friendly, allowing teams to get started quickly with minimal technical configuration.

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

This is the "bespoke" route, using the Gorgias API V2 to connect to a large language model (like GPT-4) and building your own AI bot tailored to your exact needs.

• Total professional control: This is a project for teams that want to own every aspect of their AI infrastructure. It requires expertise in AI and APIs, but it results in a tool that is uniquely yours.

• Comprehensive technical management: This approach allows your engineering team to manage every detail, from the data sources to the specific logic used in every interaction.

Option 3: eesel AI for Gorgias

This is a powerful complementary option for the Gorgias ecosystem. eesel AI is a platform that gives you the flexibility of a custom build with the ease of a native tool.

Here’s what makes it a great addition to your Gorgias setup:

• Unify all your knowledge: eesel AI works alongside your helpdesk by connecting to all your scattered knowledge sources, including Confluence, Google Docs, Notion, Slack, and past ticket history. This gives the AI a broad context to support your agents.

• Quick implementation: The integration with Gorgias is designed to be efficient. You can connect your helpdesk and set up your AI agent without a lengthy development cycle.

• Advanced testing: eesel AI includes a simulation mode that lets you test responses on your real historical tickets. This provides an accurate preview of performance, allowing you to fine-tune your automation before it goes live.

• Predictable pricing: eesel AI plans are based on capacity, providing a transparent cost structure that makes budgeting straightforward as you grow your support operations.

A complete look at Gorgias pricing

To give you the full picture for 2026, here’s a breakdown of Gorgias’s pricing plans. This will help you see how the native AI Agent and other features fit in.

Plan	Price (Monthly)	Billable Tickets/mo	AI Agent Interactions	AI Cost Per Interaction
Starter	$10/mo	50	0	$1.00
Basic	$60/mo	300	60 included	$0.90 (annual)
Pro	$360/mo	2,000	600 included	$0.90 (annual)
Advanced	$900/mo	5,000	2,500 included	$0.90 (annual)
Enterprise	Custom	Custom	Custom	$0.90 (annual)

As you can see, Gorgias offers tiered plans to match different team sizes and needs, with the AI Agent available to help you scale your customer service efficiently.

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 sophisticated workflow automation.

However, when you get to AI-powered support automation, you have many choices. Whether you use the robust native tools or choose to build a custom solution via the API, Gorgias provides the stable foundation you need.

To further enhance your support automation in Gorgias, you can look at complementary platforms that handle the technical heavy lifting for you. eesel AI offers a simple way to deploy a powerful AI agent that learns from all of your company knowledge, giving you even more ways to scale your excellent customer service.

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.

---