Gorgias email to ticket: A complete guide for 2025

If you’re running an ecommerce brand, your support email inbox is probably one of your busiest, and maybe most chaotic, channels. It’s where everything lands: order questions, refund requests, shipping updates, and pre-sale inquiries. While Gorgias is a fantastic helpdesk for taming that chaos, a rising tide of emails can still become a huge bottleneck for your support team.

This guide will walk you through exactly how the native Gorgias email to ticket feature works. We’ll cover the setup, look at its built-in automation, and be honest about where it hits its limits. More importantly, we'll show you how a more powerful AI solution can help your team scale without having to rip and replace the tools you already know and love.

What is the Gorgias email to ticket feature?

Gorgias is a popular customer service platform designed specifically for ecommerce, trusted by over 15,000 brands to handle their customer chats. The whole system is built around the Gorgias email to ticket feature, a core process that automatically turns every email sent to your support address (like "support@yourbrand.com") into a clean, trackable ticket in the Gorgias dashboard.

A view of the Gorgias dashboard where emails are converted into manageable tickets.

This one function is what turns a messy, shared inbox into an organized command center for your support team. It makes sure no customer email gets lost in the shuffle and gives your agents a single screen to manage every conversation.

Why the Gorgias email to ticket process is so important

Moving from a standard email client like Gmail or Outlook to a ticket-based system is a huge leap forward for any support team. Here’s why:

• Better organization: Forget the headache of figuring out who replied to what. Every customer issue gets its own ticket that can be opened, worked on, and closed out.

• Clear ownership: You can assign tickets to specific agents or teams, so everyone knows exactly what they’re responsible for. No more emails floating in limbo.

• Real performance tracking: You can finally measure key support stats like first response time and ticket resolution time to see how your team is actually doing.

• The full story in one place: When a customer emails you, their ticket shows their entire history of interactions across every channel. Your agents get the full picture without having to go digging.

How the Gorgias email to ticket process works

Getting your emails to flow into Gorgias is pretty simple, but the best way to do it depends on your plan and how many emails you get. Knowing how it works is the first step to making your workflow more efficient.

Setting up your Gorgias email to ticket integration

You have two main options for connecting your support email address to Gorgias. Picking the right one now can save you a lot of trouble later.

1. Direct integration (Gmail & Outlook): This is the easiest way to get up and running. It’s a good fit for brands on the Gorgias Basic or Pro plans that handle fewer than 500 emails a day. You just authorize Gorgias to connect to your Gmail or Outlook inbox, and you're good to go. A big bonus here is that you can import up to two years of old emails, giving your team valuable customer history from day one.

2. Email forwarding: If you're on an Advanced or Enterprise plan, or if your email volume is just plain high, this is the way to go. Instead of a direct connection, you set up a rule in your email provider to automatically forward all incoming support emails to a unique address that Gorgias gives you. It's a more robust setup for high-volume teams and helps you avoid hitting the sending limits that email providers often have.

How the Gorgias email to ticket feature turns emails into tickets

Once an email lands in Gorgias, it kicks off a simple process that keeps your support queue tidy.

When a customer sends a new email, it creates a ticket with an Open status. Your agents can then reply, assign it to someone else, add tags for reporting, or close it once the problem is solved. If that same customer replies to the thread later on, the ticket automatically reopens and jumps back into the queue.

One of the neatest parts of this system is that Gorgias pulls all of a customer's interactions, whether from email, chat, or social media, into a single timeline. This means your agents always have the full story without needing to bounce between different apps.

Native automation for the Gorgias email to ticket workflow

Gorgias is more than just a fancy mailbox; it has built-in tools to automate parts of the Gorgias email to ticket process and help your team work faster. These features are definitely useful, but it’s important to be realistic about what they can and can’t do.

Using macros for faster replies

Macros are basically saved responses that your agents can use to answer common questions in one click. Think of them as canned replies on steroids. You can even use variables, like the customer's name or order number, to make them feel a bit more personal. They're fantastic for speeding up answers to those questions you get a million times, like "Where is my order?"

But here’s the catch: a macro still needs a human to work. An agent has to read the ticket, figure out what the customer is asking, find the right macro, and then click to send it. It makes manual work quicker, but it isn't true automation.

Automating ticket triage with rules

Rules are where Gorgias starts to feel a bit more automated. You can set up "if-then" workflows to manage incoming tickets automatically. For instance, you could create a rule like: If an email subject contains "refund," then add the "Refund Request" tag and assign it to the billing team.

This is great for basic sorting. The problem is, rules are pretty rigid. They depend entirely on specific keywords. If a customer emails about a "faulty product" instead of using the word "refund," your rule won't catch it. The ticket will just sit in the main queue until an agent sorts it out by hand. Rules can't understand the nuances of how people talk, which means tickets often get mis-tagged or missed.

An example of setting up rules in Gorgias to automatically tag and assign tickets based on keywords.

The Gorgias AI agent and your workflow

To help with the limitations of rules, Gorgias offers its own AI Agent. This tool can handle common questions and process returns by pulling information from your help center.

However, its effectiveness is often tied to how good your help center documentation is. The AI mostly learns from your public articles and can get stuck if the answer lives somewhere else. It's also usually a paid add-on and might not be able to learn from the thousands of successfully resolved tickets in your helpdesk or connect to internal knowledge spots like Google Docs or Confluence, which is where your team's real expertise is often stored.

Limitations of native Gorgias tools and a better way forward

Gorgias gives you a solid starting point, but its native automation tools have a ceiling. As your brand grows, you'll probably bump into a few key issues that stop you from truly scaling your support. This is where a more advanced, flexible AI solution can make all the difference.

Limitation 1: Automation is rigid and lacks context

Like we touched on, Gorgias's Rules and Macros are all about keywords. They can't figure out the intent behind what a customer is saying. A customer emailing about a "broken product" could be asking for a refund, a replacement, or just wanting to complain. A rule-based system can't easily tell the difference and might stick the wrong tag on it or send it to the wrong person.

• The eesel AI solution: Instead of just looking for keywords, eesel AI trains on thousands of your past tickets. It learns the context and nuance from how your best agents have handled similar issues before. It goes beyond simple words to understand what the customer actually wants, allowing it to either resolve the ticket on its own or route it with near-human accuracy.

Limitation 2: Knowledge is stuck in the helpdesk

Gorgias’s own automation works best when all the answers are neatly documented in your Gorgias Help Center. But let's be real, that's almost never the case. Important information is usually scattered across internal Confluence pages, detailed troubleshooting guides in Google Docs, and even old Slack threads.

• The eesel AI solution: eesel AI brings all your knowledge together in one place, instantly. It connects not just to your helpdesk but also to your company wiki, documents, and chat tools. This gives the AI a complete picture of your business knowledge, so it can answer complex questions that the native tools just can't handle.

eesel AI connecting to various knowledge sources beyond the helpdesk, like Confluence and Google Docs, to provide comprehensive answers.

Limitation 3: The "black box" problem of AI

Turning on a new AI tool can feel like a leap of faith. How can you trust an AI to talk to your customers if you don't know exactly how it will behave? With many tools, you just have to flip the switch and hope for the best.

• The eesel AI solution: eesel AI was built with a "test with confidence" approach. Its simulation mode lets you run the AI on thousands of your past tickets in a completely safe environment. You can see exactly how it would have responded, get a precise forecast of its resolution rate, and tweak its tone and behavior before it ever touches a live customer conversation. This takes all the guesswork out of rolling out a new automation tool.

eesel AI's simulation mode, which allows teams to test the AI's performance on past tickets before going live.

Gorgias pricing: What to expect

Understanding the costs for Gorgias is important, especially when you start looking at their AI features. The pricing is tiered based on ticket volume, but AI resolutions are usually an extra cost on top.

Note: This pricing is based on information from the Gorgias website as of late 2024. It's worth remembering that AI Agent interactions are an extra cost on top of your base plan and also count as billable helpdesk tickets. This pay-per-resolution model can lead to unpredictable bills, especially during your busy season.

Move beyond the basic Gorgias email to ticket workflow with intelligent automation

The Gorgias email to ticket feature is a fundamental first step for any ecommerce brand that wants to get its support organized. It brings order to the chaos and gives you the foundation you need to build a scalable support operation.

But relying only on its native automation tools means you'll eventually hit a wall. The rules are too rigid, knowledge gets stuck in different places, and deploying AI can feel like a gamble. For businesses that want to truly scale, lower costs, and offer amazing support 24/7, a smarter, more integrated AI solution is the next logical step.

Ready to see how you can automate over 60% of your Gorgias tickets in minutes, not months? Try eesel AI for free and discover what's next for customer support.