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# Triage new Gorgias tickets with AI

> Set priority, team and tags on new Gorgias tickets by what each customer wrote, with an internal note for why. Runs daily, you keep the edge cases.

Source: https://cotlet.dev/integrations/gorgias-api-mcp-server/triage-new-support-tickets

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.

[Sign up free](https://cotlet.dev/app/signup?app=gorgias) [All Gorgias tools](https://cotlet.dev/integrations/gorgias-api-mcp-server.md)

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](https://docs.gorgias.com/en-US/take-action-on-tickets-in-bulk-81849) · [Gorgias Help: Create rules to take automatic actions on tickets](https://docs.gorgias.com/en-US/create-rules-to-take-automatic-actions-on-tickets-81746) · [Gorgias Help: Assign priority to tickets](https://docs.gorgias.com/en-US/assign-priority-to-tickets-in-gorgias-2187684) · [Gorgias Help: User permissions](https://docs.gorgias.com/en-US/user-permissions-196938)

## 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](https://cotlet.dev/integrations/gorgias-api-mcp-server.md#automations)

## 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](https://cotlet.dev/integrations/gorgias-api-mcp-server.md#tools)

## 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.

## More Gorgias automations

- [Answer common Gorgias tickets with macros](https://cotlet.dev/integrations/gorgias-api-mcp-server/answer-tickets-with-macros.md)
- [Clean up stale Gorgias macros and rules](https://cotlet.dev/integrations/gorgias-api-mcp-server/clean-up-macros-and-rules.md)
- [Gorgias API and MCP server: every tool](https://cotlet.dev/integrations/gorgias-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## 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](https://cotlet.dev/app/signup?app=gorgias)

---

Give your AI agents your signed-in browser.

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Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.