Gorgias

Connect Gorgias to ask about support tickets, response times, and customer complaints.

How do I connect Gorgias?

You'll need three things from your Gorgias account:

1. Subdomain — the part before .gorgias.com in your helpdesk URL (e.g. if your URL is mystore.gorgias.com, enter mystore)
2. Account email — the email you use to log into Gorgias
3. API key — found in Gorgias under Settings → REST API

Then in Novica, go to Integrations, click Connect on the Gorgias card, fill in all three fields, and click Connect.

What can I ask once Gorgias is connected?

• Are there any open tickets I haven't replied to?
• What are customers complaining about this week?
• How many tickets did we close today?
• What's our average first response time?
• Show me tickets tagged "refund request" from the last 7 days
• Which agent handled the most tickets this week?
• Are there any tickets waiting more than 24 hours for a reply?

Where do I find the API key in Gorgias?

• Log into Gorgias
• Go to Settings (gear icon) → REST API
• Your API key is listed there
• If you don't see REST API in settings, check that your Gorgias plan includes API access and your account has admin permissions

I'm getting an authentication error

• Subdomain — enter just the name, not the full URL. Use mystore, not mystore.gorgias.com
• Email — must match the email you use to log into Gorgias
• API key — this is different from your login password. Get it from Settings → REST API

Can Novica reply to tickets or modify anything?

No. Novica has read-only access. It can search and summarize tickets but can't reply to customers, change tags, or modify ticket status.