Auto-triage Gorgias tickets using Claude Cowork

Prerequisites

Overview

Claude Cowork lets you define a recurring task in plain English and have Claude execute it on a schedule — no script or skill file required. You describe what you want Claude to do, and it uses its built-in tools to call the Gorgias API directly, classify tickets, and apply tags. This is the fastest way to get ticket triage working with zero code.

Step 1: Find your Gorgias API credentials

In Gorgias, go to Settings → API → REST API and create a new key. You'll need:

• Domain: your-store (from your-store.gorgias.com)
• Email: Your Gorgias account email
• API key: Copy from the REST API settings (shown once)

Step 2: Create the Cowork task

Open Claude Desktop and go to the Cowork tab. Click + New task.

Fill in the task:

Title: Triage untagged Gorgias support tickets

Description:

You are a support ops assistant. Your job is to triage untagged open support tickets in Gorgias.
 
Steps:
1. Fetch open tickets from the Gorgias API that have no tags applied.
   GET https://your-store.gorgias.com/api/tickets?status=open&limit=50
   Auth: HTTP Basic — username: your-email@company.com, password: YOUR_API_KEY
 
2. For each untagged ticket, read the subject and first message body.
 
3. Classify it into exactly one of these categories:
   - billing (payment, invoice, refund, charge)
   - shipping (tracking, delivery, package, lost)
   - returns (return, exchange, cancel, send back)
   - technical (broken, error, bug, not working)
   - account (login, password, access, locked)
   - feedback (suggestion, love, hate, review)
   - other (anything that doesn't fit the above)
 
4. Apply the tag via the Gorgias API:
   PUT https://your-store.gorgias.com/api/tickets/{id}
   Body: {"tags": [{"name": "CATEGORY"}]}
   Use the same auth credentials.
 
5. Print a summary of what you classified and tagged.
 
Important: Only update tickets that currently have zero tags. Do not remove or overwrite existing tags.

Replace your-store, your-email@company.com, and YOUR_API_KEY with your real values.

Step 3: Set the schedule

Frequency: Every hour (or every 30 minutes for higher-volume teams)

Cowork will execute the task on this cadence and show you the output each time.

Step 4: Run manually first

Before trusting the schedule, click Run now in Cowork to test it. Claude will:

1. Call the Gorgias tickets API
2. Filter to tickets with no tags
3. Read each ticket's subject and message body
4. Classify and apply the tag
5. Print a run summary

A successful run looks like:

Fetched 47 open tickets. Found 6 with no tags.
 
#14201 "My order hasn't arrived yet" → shipping ✓
#14205 "Invoice for May" → billing ✓
#14208 "Getting an error on checkout" → technical ✓
#14211 "Love the new packaging!" → feedback ✓
#14215 "Can I return this?" → returns ✓
#14219 "Can't log in to my account" → account ✓
 
Done. Tagged 6 tickets.

Step 5: Refine the task description

After the first few runs, review the tagged tickets in Gorgias. If classifications are off, add examples or exceptions to the task description:

"Tickets mentioning 'order confirmation email' should be tagged as account, not billing. Tickets about damaged items should be tagged as returns, not technical."

Cowork's task description is your prompt — the more specific you are, the better Claude performs.

When to use this approach

• You want triage working today without writing or deploying any code
• Your ticket volume is under 200/day and hourly batching is acceptable
• You're evaluating categories before committing to Gorgias Rules or a cron script
• You want AI-quality classification without setting up a separate Anthropic API key

When to switch approaches

• You need triage to run 24/7 reliably → use the Agent Skill with cron or GitHub Actions
• You need under-1-minute latency → use Gorgias native Rules (keyword-based, instant)
• Your ticket volume is high and batching creates visible delays → use n8n with a webhook trigger