Connect Gorgias to Parabola

Pull Gorgias tickets, messages, customers, and CSAT data into Parabola to automate support reporting, ticket reconciliation, and ecommerce ops workflows.

Gorgias is an ecommerce-focused customer support helpdesk that centralizes email, chat, social, SMS, and phone tickets in one platform, with deep integrations into Shopify, BigCommerce, and Magento. Connecting Gorgias to Parabola lets ops, CX, and ecommerce teams pull tickets, messages, and CSAT data into the same flows used for orders, inventory, and analytics, without manual exports or engineering work.

Pull from Gorgias

The Pull from Gorgias step retrieves data from your Gorgias account so you can build dashboards, reconcile support data with order systems, and trigger alerts on volume or CSAT trends.

How to authenticate

Gorgias uses OAuth 2.0. Parabola handles the handshake — you only need your subdomain.

1. Find your Gorgias subdomain

   • Your subdomain is the part of your Gorgias URL before .gorgias.com. For https://acme.gorgias.com, the subdomain is acme.
2. Connect in Parabola

   • Add a Pull from Gorgias step to your flow.
   • Click Authorize and enter your subdomain when prompted.
   • Approve the connection in the Gorgias popup. Parabola stores the credential and refreshes the access token, so you don’t need to re-authenticate.

Available data

The Pull from Gorgias step covers the resources most support teams need for reporting. For anything not in the dropdown, use a Pull from an API step pointed at Gorgias’s REST API with the same OAuth token.

• Tickets — subject, status (open, closed, escalated), channel (email, chat, social), assignee, customer, tags, spam status, custom fields, and creation/update timestamps.
• Messages — individual messages within tickets, including body (HTML and plain text), channel, sender (agent or customer), and timestamps.
• Customers — customer profiles with email addresses, names, external IDs, and associated metadata.
• Events — ticket lifecycle events: creation, closure, assignment changes, tag adds/removes, and other activity.
• Satisfaction surveys — CSAT scores, send dates, and the ticket each survey is tied to.
• Tags — every tag in your Gorgias account, used for filtering and categorization.
• Users (Agents) — team member info: names, email addresses, and user IDs.

Common use cases

• Tie support volume to orders: Join Gorgias tickets with Shopify, Amazon Seller Central, or Squarespace order data to surface which SKUs and product lines drive the most support load.
• Build a daily support summary: Pull yesterday’s tickets and CSAT scores, calculate first-response time, resolved count, and current backlog, then send the result to a Slack channel or drop it in Google Drive for the morning standup.
• Cross-channel CX dashboard: Combine Gorgias with shipping data from DHL, FedEx, or AfterShip to find where late deliveries turn into tickets, then push the rollup to Smartsheet or a warehouse like BigQuery.
• Send tagged tickets to QA review: Pull tickets tagged “escalation” or “refund” with their full message threads and export to Google Drive for weekly QA, training, or compliance audits.
• Trigger SMS or email alerts on CSAT drops: Filter satisfaction surveys to scores under 3, enrich with order context from Shopify, and notify the on-call manager via Slack or Twilio SMS.
• Send support data to your warehouse: Push tickets, messages, and events into Snowflake, Redshift, or BigQuery for long-term cohort and retention analysis.

Tips for using Parabola with Gorgias

• Filter by date in the step. Pulling “all tickets” on a multi-year Gorgias account is slow. Pull “tickets updated in the last 7 days” instead, and let downstream logic handle aggregations.
• Pull tickets and messages separately. They live in two endpoints. Most reporting flows need both: tickets for status and assignee, messages for response time and sentiment. Join on ticket_id.
• Watch the spam flag. Gorgias marks unsolicited inbound as spam. Filter spam = false early in the flow so spam doesn’t inflate ticket volume.
• Match cadence to use case. Hourly for live ops dashboards and peak-season monitoring, daily for performance reports, weekly for CSAT trend analysis.
• Normalize tags. Tags are arrays. Use Stack columns to one-row-per-tag before grouping, or use Edit columns to flatten the array into a comma-separated string for downstream joins.
• Add Checks and Alerts. Set thresholds for ticket-volume spikes, response-time breaches, and CSAT drops. Parabola can ping Slack or email when a flow’s output crosses a limit.

FAQ

Can I push data back into Gorgias?

The Pull from Gorgias step is read-only. To create or update tickets, post messages, or apply tags, use a Send to an API step pointed at Gorgias’s REST API with an API key generated in Settings → REST API.

Does Parabola support Gorgias webhooks?

Yes, indirectly. Configure a Gorgias HTTP integration or rule to send events (ticket created, ticket updated, message added) to a Parabola webhook trigger on a separate flow. The flow runs as soon as the event fires.

How do I pull only recent tickets?

Use the date filter inside the Pull from Gorgias step, or pull broadly and add a Filter rows step on updated_at. For live monitoring, schedule the flow every 15–30 minutes and filter to “last 1 hour” so each run stays small.

Can I pull custom ticket fields?

Yes. Custom fields come back as part of the ticket payload. They may show up in a single JSON-style column — use Parabola’s Extract from JSON or Edit columns step to break them out into individual columns.

How do I report on satisfaction by agent or product?

Pull Tickets, Users (Agents), and Satisfaction surveys in three steps, join surveys to tickets on ticket_id, and join tickets to agents on assignee_id. For product-level breakdowns, join the result to order data from Shopify on customer email or order number.

---

With Gorgias and Parabola connected, the support dashboards, CSAT reports, and order-to-ticket reconciliations your CX team rebuilds every Monday run on a schedule with clean output flowing into the tools where your team actually works.