ceven

Gorgias

Syncs customer support tickets and chat history into your operations layer, automates ticket tagging based on sentiment, and updates customer profiles across your stack in real time.

Try Gorgias in Ceven

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Why use Ceven?

  1. AI native Gorgias integration

    • Describe the outcome and Ceven picks the right Gorgias calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Gorgias data, across all 32 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Gorgias access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Gorgias, when, and on whose behalf.
    • The agent pauses and asks when Gorgias is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Gorgias.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Gorgias action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Gorgias, and when to use it.

Create ticket
Use this when an external event like a failed payment or a shipping delay needs to trigger a support ticket for a human to review.
Update ticket
Modify ticket status, priority, or assign it to a different agent based on the current workflow state.
Add ticket tags
Apply specific labels to a ticket to categorize it for reporting or to trigger downstream automation rules.
Remove ticket tags
Clean up labels on a ticket once a specific issue is resolved or the ticket category changes.
Get ticket
Pull the full details of a single ticket including the current status and conversation history.
List tickets
Pull a list of tickets filtered by status, tag, or date. Use this to find all open tickets for a specific customer cohort.
Create customer
Add a new customer profile to Gorgias when a lead is captured in another system.
Update customer
Update customer contact details or custom attributes in the Gorgias profile.
Get customer
Pull a specific customer record by ID to retrieve their support history and profile data.
List customers
Search for customers using filters like email or name to find existing records before creating duplicates.
Merge customers
Combine two separate customer profiles into one to unify their interaction history.
Set customer data
Overwrite the entire customer data object to ensure the helpdesk matches the master record in your CRM.
Create Account Setting
Creates a new account setting in gorgias.
Create Team
Creates a new team in gorgias.
Delete Customer
Deletes a specific customer from gorgias.
Delete Customer Field Value
Deletes a specific field value for a customer in gorgias.
Delete Customers
Deletes multiple customers from gorgias.
Delete Team
Deletes a specific team from gorgias.
Delete Ticket
Deletes a specific ticket from gorgias.
Delete Ticket Field Value
Deletes a specific field value for a ticket in gorgias.
Get Account
Retrieves your gorgias account information.
Get Event
Retrieves a specific event from gorgias.
Get Team
Retrieves a specific team from gorgias.
List Account Settings
Lists all account settings in gorgias.
List Customer Field Values
Lists all field values for a customer in gorgias.
List Events
Lists events in gorgias with various filtering options.
List Teams
Lists teams in gorgias.
List Ticket Field Values
Lists all field values for a ticket in gorgias.
List Ticket Tags
Lists all tags for a ticket in gorgias.
Set Ticket Tags
Sets the complete list of tags for a ticket in gorgias.

30 actions · scroll to see them all

Frequently asked questions

Ceven uses OAuth 2.0 to connect to your Gorgias account. When you initiate the connection, you are redirected to the Gorgias authorization page where you grant specific permissions to Ceven. Once approved, Gorgias provides us with an access token and a refresh token. We store these tokens using industry standard encryption. This means you never have to share your login credentials or raw API keys with us. You can revoke access at any time through your Gorgias account settings under the integrated apps section, which immediately kills the connection and stops all agent activity.
Yes, Ceven can draft responses and update ticket notes. Depending on how you configure your workflow, the agent can either post a reply directly to the customer or, more commonly, create a draft or a private note for the support agent. This human in the loop approach ensures that AI generated text is reviewed for tone and accuracy before the customer sees it. You can set up rules where the agent only drafts replies for simple queries like order status and flags complex technical issues for immediate human intervention.
Gorgias imposes API rate limits that vary based on your specific plan tier. If a Ceven workflow triggers a massive bulk update, such as tagging ten thousand tickets at once, you may hit these limits. To prevent this, Ceven implements an automatic queuing system with exponential backoff. If the Gorgias API returns a 429 too many requests error, the agent pauses and retries the request after a short delay. This ensures your data eventually syncs without crashing your integration or causing permanent failures in your workflows.
Yes, the agent can use the merge customers action to clean up your database. You can build a workflow that searches for customers with the same phone number or shipping address and triggers a merge. The agent will combine the interaction history and tags into a single primary profile. We recommend setting this up with a confirmation step for the first few hundred merges to ensure your matching logic is accurate and does not accidentally combine two different people who happen to share a corporate email address.
Ceven can read and write to custom fields on both the customer and ticket levels. When you connect Gorgias, the agent maps the available custom fields so you can use them as variables in your workflows. For example, if you have a custom field for customer loyalty tier, the agent can read that value to decide whether a ticket should be escalated to a priority queue. This allows you to leverage the specific data structure you have already built within your Gorgias helpdesk.
The agent monitors your ticket stream via webhooks or polling. When a new ticket arrives, the agent analyzes the text of the message and compares it against a list of categories you define. If the agent detects keywords or sentiment related to a specific issue, it calls the add ticket tags action. This happens in the background and takes only a few seconds. You can then use these tags within Gorgias to trigger your own native rules or use them in Ceven to route the ticket to another software tool.
There is no hard limit on the number of tickets Ceven can process, but performance is tied to your Gorgias API quota. For very large enterprises, we recommend batching updates rather than triggering an agent call for every single message. By grouping updates, you reduce the number of API calls and avoid hitting the rate limits mentioned earlier. Ceven is designed to handle thousands of events per hour, making it suitable for high volume e commerce stores during peak seasons like Black Friday.
Yes, the agent has access to the full ticket object, which includes both public messages and private notes. This is particularly useful for workflows where a support agent leaves a specific internal note that should trigger an action in another system. For example, if an agent writes a note saying request refund, Ceven can detect that phrase and automatically start a refund workflow in your payment processor, then post a confirmation note back into the Gorgias ticket to let the agent know it is done.

Alternatives to Gorgias

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

Zendesk logoZendeskFreshdesk logoFreshdeskIntercom logoIntercom

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