Gorgias Ticket Triage Assistant

High ticket volume forces support teams to read, sort, and prioritize by hand - so urgent issues wait behind routine questions and SLAs slip. This assistant reads every incoming Gorgias ticket, classifies its intent, priority, and sentiment, applies the right tags and priority back in Gorgias, and drafts a reply for your agent to review. Your team opens a queue that is already triaged, with the most urgent cases surfaced first.

Category: Customer Service

How it works

1. A customer ticket comes into Gorgias from email, chat, or your storefront.
2. The assistant reads it and classifies intent, priority, and sentiment from the message.
3. It applies the matching tags and sets priority back in Gorgias automatically.
4. It drafts a reply grounded in the ticket, and your agent reviews and sends it.

Key benefits

• Surface urgent tickets before SLAs slip
• Replace manual tagging with consistent, instant classification
• Give agents a ready first draft for every reply
• Keep the whole queue triaged in real time

Use cases

• E-commerce support teams
• DTC & retail customer service
• Support leads managing SLAs
• Small teams handling high ticket volume

Works with Gorgias

This assistant connects to Gorgias once. No code required. It is not a plain field-copy integration: as data moves, the AI adds a real decision step (classify, extract, prioritize, draft). You set the autonomy level: ask for drafts and every send to Gorgias waits for your review, or instruct it to send and it runs fully automatic.

Automation coverage and limits

• Gorgias: no verified real-time trigger in the integration catalog today, so Gorgias-side work runs on a schedule you choose or on demand.

This assistant only reaches operations verified in the integration catalog, through a connection you authorize and can revoke. Capability facts last verified against the catalog on 2026-07-10.

Good to know

Connect Gorgias once - the assistant works your live ticket queue. It classifies, tags, and drafts; your agent reviews and approves every reply before it reaches the customer.

Frequently asked questions

How does the Gorgias Ticket Triage Assistant classify tickets?

It reads each incoming ticket's message and uses AI to determine the intent, priority, and sentiment, then applies the appropriate tags and sets the priority level back in Gorgias.

Do I need to write any code to set this up?

No, you just connect your Gorgias account once and the assistant works on your live ticket queue without any coding required.

Does the assistant send replies to customers automatically?

No, it only drafts a reply for your agent to review and approve before it is sent to the customer, ensuring human oversight.

Which channels does it work with in Gorgias?

It works with tickets coming from email, chat, or your storefront through the Gorgias integration.

Can I customize the tags or priority levels it uses?

The assistant uses the existing tags and priority settings in your Gorgias account, so you can customize those within Gorgias and the assistant will apply them consistently.