A guide to the Gorgias GraphQL API: Use cases & alternatives
Kenneth Pangan
Katelin Teen
Last edited January 16, 2026
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Let's see if this sounds familiar. Your support team is busy managing manual work, toggling between Gorgias and Shopify to get a customer's full story. You might be looking for even deeper custom insights, like which shipping carrier is seeing the most reported issues, and you find that the standard Gorgias dashboard provides a great foundation but you want a hyper-specific report. You know there is a way to build even more advanced workflows to streamline your day.
If this feels a little too real, you're not alone. The key to unlocking these advanced capabilities is often an API (Application Programming Interface). For anyone using the leading e-commerce helpdesk Gorgias, its API is the gateway to building the exact workflows you need. But here’s the thing about APIs: they are powerful tools designed for technical implementation. They usually involve developer resources and ongoing maintenance to ensure they stay optimized for your team's needs.
In this guide, we’ll look at the Gorgias API, showing you what it is, what it can do, and the technical considerations involved. We'll also walk you through a streamlined, self-serve way to get similar powerful results by using complementary tools that don't require roping in your engineering team.
What is the Gorgias GraphQL API?
Think of an API as a universal translator that lets different software programs talk to each other. The Gorgias API is what lets you programmatically access or change data in your helpdesk. You can create tickets, update customer info, or pull message histories through code, extending the functionality of the Gorgias interface.
When you start digging in, you'll hear about two main types of APIs from Gorgias: REST and GraphQL.
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REST API: This is the proven, traditional approach. It’s reliable and well-documented, working by accessing different URLs for different kinds of data. For example, you’d go to
/api/ticketsto get tickets,/api/customersto get customer info, and so on. -
Gorgias GraphQL API: This is a modern, highly flexible option. With GraphQL, you can ask for exactly the data you need in a single, neat request. Want a customer's name, their last three ticket subjects, and the tags on those tickets? You can grab just that, nothing more and nothing less. It's incredibly efficient, and that professional power is designed for advanced technical users.
Ultimately, the goal of using either API is to build custom connections between Gorgias and the other tools you use, automate your unique processes, and keep your data in sync everywhere.
Key use cases for the Gorgias GraphQL API
If you have an engineering team ready to go, you can build some seriously impressive things. Here are a few common ways to leverage the API.
Build the exact reports you need
The built-in analytics in Gorgias are a great starting point, but what happens when your questions get even more specific? Maybe you want to see if there's a connection between a spike in support tickets and a recent marketing campaign, pulling data from your Shopify store. Or perhaps you need to track logistics data from your 3PL to find out which shipping carrier is seeing the most volume.
Using the Gorgias GraphQL API, a developer can write queries like "listTickets" to pull all the raw ticket data they need. They could build a script that automatically grabs every ticket tagged with "damaged item," cross-references it with shipping data from another system's API, and then sends all that information to a business intelligence (BI) tool. The end result is a custom dashboard that clearly shows carrier performance. It’s a fantastic outcome, facilitated by a process known as ETL (Extract, Transform, Load), which is a valuable specialized skill.
Keep customer data synced
Support teams can maximize their agent's productivity by ensuring Gorgias and an internal CRM or admin panel are perfectly aligned. The API can build a bridge between these systems.
With API actions like "createCustomer" or "updateCustomer", your tools can stay perfectly in sync. For example, when a customer gets upgraded to "VIP" status in your CRM, an API call could automatically add a "vip" tag to their profile in Gorgias. Going the other way, if a customer is submitting a high number of support tickets, an API call could flag their profile in the CRM so your customer success team can reach out proactively.
Automate complex workflows
Gorgias's built-in rules are great for if this, then that automation. But for workflows that have multiple steps or depend on information from outside of Gorgias, the API provides additional depth.
You could build a custom application that listens for new tickets. Imagine a customer asks if an out-of-stock item is available for back-order. Your custom app could see that ticket, use the Shopify API to check real-time inventory and supplier data, and then use the Gorgias GraphQL API to post an internal note on the ticket for the agent with a clear status update and an estimated restock date. While tools like Pipedream or Zapier can handle some of this, unique business logic often benefits from a custom-built solution.
Technical considerations for the Gorgias GraphQL API
While these use cases are highly effective, it is helpful to understand the technical requirements involved in building and maintaining API integrations. Here is what to keep in mind when starting a development project.
It involves dedicated developer time
Using the Gorgias GraphQL API is a professional task. It requires engineers who are comfortable with APIs, know how to manage authentication securely (like API keys or OAuth 2.0, as Prismatic's documentation details), and understand the specific query language of GraphQL.
This means allocating developer hours for research, building, testing, and deployment. A project can be a significant undertaking, and it's best to plan for a timeline that allows for thorough quality assurance to ensure a great outcome for your team.
You may need an integration bridge
The Gorgias API is designed to manage Gorgias data, while other tools like the Shopify API manage their respective data. To make them work together seamlessly, you often build a custom intermediary app or bridge that coordinates between the two systems.
A great example of this was discussed in a Shopify Community post. A user wanted to pull custom data (metafields) from Shopify into Gorgias. The process involved an intermediary app that would request the Shopify API for the data and then use the Gorgias API to push it into the right ticket. This highlights how the API provides the flexibility for deep, custom work.
Ongoing maintenance ensures reliability
An API integration is a living connection. As the digital landscape evolves, integrations benefit from regular check-ins. For instance, if another system you use updates an endpoint (as discussed in Celigo's article on API migration), or if your business processes change, your team will want to update the integration to maintain peak performance. This represents a commitment to keeping your support infrastructure robust and modern.
The streamlined alternative: An AI integration layer like eesel AI
If you are looking for a way to connect your apps without starting a new engineering project, you can use a complementary AI platform that works within the Gorgias ecosystem to handle the technical implementation for you.
Get up and running quickly
An AI platform like eesel AI offers a streamlined, user-friendly approach. Instead of you writing code to talk to the Gorgias API, eesel AI integrates with Gorgias behind the scenes.
You don't need to manually manage GraphQL queries. With eesel AI, you just connect your Gorgias account with a single click. A setup that traditionally takes developer resources to build can be handled quickly by your support team. It complements your Gorgias setup by letting you see the benefits of automation immediately.
Connect all your knowledge to enhance Gorgias
A helpful AI agent works best when it has access to all the information your team relies on.
This is where a platform approach shines. eesel AI connects not only to Gorgias but also to your other knowledge sources. You can link it to Shopify, internal wikis in Confluence, team processes in Google Docs, and more. Your AI agent can then assist with questions about order details or internal policies within Gorgias, effectively acting as the "bridge" between your apps right out of the box.
Test everything with confidence
When launching new automation, eesel AI provides a powerful simulation mode to give you peace of mind. You can test your AI agent against your past Gorgias tickets. It will show you exactly how it would have responded, which helps you fine-tune your automation. This ensures that when you go live, you are providing a high-quality experience for your customers.
A quick look at Gorgias pricing in 2026
Before we wrap up, it’s helpful to understand how Gorgias offers tiered plans to match different team sizes.
According to their pricing page, their model is based on the volume of tickets or automated interactions. This is a scalable model for growing teams because it allows you to add new agents without necessarily increasing your monthly base cost. Here's a quick summary of their plans for 2026.
| Plan | Starting Price (Monthly) | Included Tickets/Month |
|---|---|---|
| Starter | $10/mo | 50 |
| Basic | $50/mo | 300 |
| Pro | $300/mo | 2,000 |
| Advanced | $750/mo | 5,000 |
| Enterprise | Custom | Custom |
Get results with the Gorgias GraphQL API and complementary tools
The Gorgias GraphQL API is a powerful tool for support teams that have the engineering resources to build deeply customized, sophisticated solutions.
For many teams, however, an AI integration platform like eesel AI offers a smart path forward. It provides powerful automation and data-syncing capabilities by working within the Gorgias ecosystem on your behalf. You can get started quickly and focus on your customers while eesel AI handles the integration details.
Start automating your Gorgias support today
Ready to see how you can enhance Gorgias with smart automation? Connect your helpdesk and discover the possibilities.
Frequently asked questions
The Gorgias GraphQL API is a modern, flexible interface that allows you to request specific data from Gorgias in a single query, getting exactly what you need. In contrast, the REST API is a proven approach where you access different, predefined URLs for various data types. GraphQL offers more efficiency by reducing over-fetching of data.
You can build custom reports by pulling specific ticket and customer data to track key metrics beyond standard dashboards. It also enables sophisticated automation workflows, like checking external inventory and updating tickets, and helps keep customer data synced across Gorgias and other systems like your CRM.
Because it is a professional-grade tool, it requires specialized developer skills for querying, authentication, and secure deployment. This involves a planned time investment for building and testing. Additionally, these integrations benefit from ongoing maintenance as systems update to ensure peak performance.
The Gorgias GraphQL API focuses on managing Gorgias data. To communicate with other platforms, you can use an integration bridge or custom app. This intermediary facilitates the data transfer between both APIs' languages to fetch data from one system and then push or transform it for Gorgias (or vice-versa), running in its own secure environment.
Yes, the Gorgias GraphQL API can be leveraged to build robust, near real-time data synchronization solutions. When combined with webhooks or scheduled jobs, it allows you to update customer profiles, order statuses, or other relevant information across systems as events occur.
AI platforms like eesel AI have pre-built integrations that internally handle the technical details of interacting with the Gorgias GraphQL API. They act as the integration layer, managing the code, authentication, and maintenance, allowing you to connect Gorgias with a few clicks and leverage its data through an intuitive interface.
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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.
