Gorgias logo Gorgias automation · runs daily

Answer common Gorgias tickets with macros

Where-is-my-order and return-label tickets repeat all day, and an agent picks the same macro for each one after reading the ticket and checking whether the customer already wrote twice.

Cotlet does it in your own Gorgias account with search_tickets, get_ticket, get_customer_history, list_macros and apply_macro, called by your AI agent, an n8n workflow or a script.

Sign up free All Gorgias tools

Hosted · nothing to install or maintain

Can Gorgias do this on its own?

Gorgias Rules can apply a macro or reply to the customer when a ticket matches conditions you set, and bulk Apply macro puts one macro on the tickets you tick (checked 17 Oct 2026). Both match on fields and words, not on what the customer actually asked, and both need the tickets chosen by you or a rule. The REST API can send the message that a macro builds. The official MCP does not document ticket replies.

How you do it in Gorgias today

  1. The agent opens a ticket from Inbox and reads the customer message.
  2. In the right-hand sidebar the agent opens the customer profile and, with Open Timeline, reviews past tickets and Shopify orders.
  3. The agent picks the macro in the reply box, checks that the variables filled in and edits the text if the case is special.
  4. For many similar tickets the agent ticks them in a view, clicks the three dots icon, chooses Apply macro and then Apply macro and close or Apply macro.
  5. Picking the right macro per ticket is the part that repeats, and a macro on the wrong ticket reaches the customer.

How to answer common Gorgias tickets with macros

Prompt

Find open tickets that ask where an order is. Check the customer history, apply the Order status macro to the clear ones and leave the rest for me.
  1. 01

    Find the repeated question

    search_tickets runs with the words from your prompt on open tickets and pages through the cursor, so the whole queue is checked and not the first page.

  2. 02

    Read the whole ticket

    get_ticket returns every message. A ticket where the customer already replied after an earlier answer is flagged as not clear and left for you.

  3. 03

    Check who is asking

    get_customer_history shows earlier tickets and, for Shopify stores, orders. A customer with an open dispute or several recent tickets is left for you.

  4. 04

    Pick the macro

    list_macros gives the macros you have. The agent matches the question to one macro by name and text, and reports a question that no macro fits instead of writing a new answer.

  5. 05

    Apply it

    apply_macro puts the macro on the ticket, which behaves as if an agent sent it. Every call asks for your OK until you switch confirmation off for apply_macro.

What you get back

Example data

Open tickets asking about order status: 9
Macro "Order status" applied to 6 (shipped, tracking attached)
Left for you 3:
- #10511 third message this week
- #10514 order not found for this email
- #10520 asks about a refund too

Other ways to ask

  • Every morning, apply Return label to tickets that ask how to return an item and have a delivered order.
  • List the tickets where Order status would fit and apply nothing yet.
  • Apply the Shipping delay macro to all open tickets tagged delay and close them.
  • Tell me which three questions got the most tickets this week and whether I have a macro for each.

What Gorgias allows, and what to know first

  • In Gorgias a macro used in bulk behaves exactly as if an agent sent the message while answering the ticket.
  • The Apply macro bulk action offers two buttons, Apply macro and close, or Apply macro.
  • Everyone can apply a macro, and Observers can apply any macro that does not send a reply to the customer.
  • Macro actions include Add tags, Set status, Assign an agent, Assign a team, Set priority, Snooze for and Send internal note, so one macro can do more than answer.
  • The customer sidebar shows only the 10 most recent Shopify orders, and the timeline needs a connected Shopify store for order data.

apply_macro asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Gorgias Help: Bulk actions · Gorgias Help: Macro actions · Gorgias Help: Review customer history in Gorgias · Gorgias Help: User permissions

Call apply_macro from a script

curl

curl -X POST https://cotlet.dev/api/v1/gorgias/tickets/10511/macro/apply \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"macro":"Order status","close_ticket":false}'

Example response

{
  "ticket_id": 10511,
  "macro": "Order status",
  "reply_sent": true,
  "actions_run": [
    "Add tags",
    "Set status"
  ],
  "ticket_status": "open"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is gorgias_write → apply_macro. Example data.

Schedule it in n8n, Make, Zapier or cron

Gorgias tools this automation uses

Cotlet Gorgias tools used to answer common Gorgias tickets with macros
Tool Parameters
search_tickets query, view, status, priority, tag, created_since, limit, cursor
get_ticket ticket_id
get_customer_history ticket_id, email
list_macros query, include_archived, cursor
apply_macro ticket_id, macro, close_ticket
All 14 Gorgias tools with descriptions

Frequently asked questions

Is it safe to connect Gorgias to Cotlet?

Yes. You sign in to Gorgias yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Gorgias once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

Give your agent access to Gorgias.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Gorgias.

Sign up free