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Triage new Gorgias tickets with AI

Overnight tickets from email and chat land in one Gorgias inbox, and every morning someone opens each one to read it, pick a priority and a team, and tag it before anybody can start answering.

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

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Hosted · nothing to install or maintain

Can Gorgias do this on its own?

Gorgias Rules set priority, tags and team when a ticket is created, from conditions you define, and bulk actions apply one value to many tickets (checked 17 Oct 2026). Both use values decided in advance. Neither reads a ticket and chooses the values by what the customer wrote, which is the gap this job fills. The official MCP reads tickets, and its ticket actions are not documented.

How you do it in Gorgias today

  1. An agent opens the helpdesk dropdown menu in the top-left, goes to Inbox and picks the ticket view that holds new tickets.
  2. The agent opens each ticket and reads the customer message, then checks the customer profile in the right-hand sidebar for earlier tickets.
  3. In the ticket the agent sets the status, Priority (Low, Normal, High or Critical), assigns an agent or a team and adds tags.
  4. For a run of similar tickets, the agent ticks them in the view and uses a bulk action: set status, assign, apply a macro, add a tag or change priority.
  5. Rules can set priority, tags and team from conditions, but only on words and fields you wrote in advance, so the reading still repeats every morning.

How to triage new Gorgias tickets with AI

Prompt

Go through new Gorgias tickets. Set priority from what the customer wrote, assign returns to the Returns team, add a tag, and leave a one-line internal note with the reason. Leave unclear ones for me.
  1. 01

    Collect what is new

    search_tickets runs with status open and your window, and pages through the cursor until the list ends, so a Monday backlog is triaged as one batch and not only its first page.

  2. 02

    Read each ticket

    get_ticket brings the messages in order, so the priority comes from what the customer wrote and not from the subject line alone.

  3. 03

    Map to real teams and tags

    list_assignees and list_tags run once. Your rule ("returns go to Returns") is matched to a team that exists, and a rule that names a missing team or tag is reported, not guessed.

  4. 04

    Set the fields

    update_ticket sets priority, assignee and tags on the clear cases. It touches nothing the customer sees. A value the account does not allow is reported instead of forced.

  5. 05

    Leave the reason

    add_internal_note records one line per ticket on why it got that priority and team, so the person who opens it sees the logic and can overrule it.

  6. 06

    Skip what moved

    Right before writing, the agent checks the ticket was not changed since it read it. A ticket a colleague already took is logged as handled and left alone.

What you get back

Example data

New tickets read: 16
Triaged 12:
- 5 to Returns, priority normal (return label and refund status)
- 3 to Support, priority high (order arrived damaged, photo attached)
- 4 to Support, priority low (sizing questions)
Left for you 4:
- #10482 threatens a chargeback
- #10490 is one line, "where is it"

Other ways to ask

  • Every hour, find tickets from customers who wrote "urgent" or "wrong item" and set them to High, then list them for me.
  • Tag every new ticket with the product it mentions, using the tags I use now, and change nothing else.
  • Show me how you would triage today's new tickets as a table and write nothing to Gorgias.
  • Triage only tickets without an assignee that are older than 2 hours.

What Gorgias allows, and what to know first

  • Gorgias ticket priority has four values: Low, Normal (the default), High and Critical.
  • Gorgias bulk actions have no cap on the number of tickets, take about one minute per 100 tickets, and only one bulk action runs at a time.
  • Everyone except Observers can change status, assign tickets and set priority; only Lead and Admin can create or edit tags.
  • Rules run in a fixed order of triggers: Ticket created, then New message in ticket, then Ticket updated, so a triage by the agent comes after the rules that already ran.
  • Gorgias allows at most 70 rules per helpdesk, so the logic in Rules is limited to conditions you write in advance.

update_ticket and add_internal_note change only your own Gorgias data and reach no one else, so they run without asking first.

Sources: Gorgias Help: Bulk actions · Gorgias Help: Create rules to take automatic actions on tickets · Gorgias Help: Assign priority to tickets · Gorgias Help: User permissions

Call update_ticket from a script

curl

curl -X PATCH https://cotlet.dev/api/v1/gorgias/tickets/10482 \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"priority":"high","assignee_team":"Returns","add_tags":["refund"]}'

Example response

{
  "ticket_id": 10482,
  "status": "open",
  "priority": "high",
  "assignee_team": "Returns",
  "tags": [
    "shipping",
    "refund"
  ]
}

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

Schedule it in n8n, Make, Zapier or cron

Gorgias tools this automation uses

Cotlet Gorgias tools used to triage new Gorgias tickets with AI
Tool Parameters
search_tickets query, view, status, priority, tag, created_since, limit, cursor
get_ticket ticket_id
list_assignees none
update_ticket ticket_id, status, priority, assignee_team, assignee_user, add_tags, remove_tags, snooze_until
add_internal_note ticket_id, body
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.

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