Auto-triage Gorgias tickets using n8n

Prerequisites

n8n instance (cloud or self-hosted)
Gorgias account with REST API access (Settings → API → REST API)
Gorgias API credentials: your account email and API key
Your Gorgias domain (e.g., your-store.gorgias.com)

Overview

This workflow receives new Gorgias tickets via webhook, extracts and normalizes the ticket text, runs keyword matching to determine the topic, then calls the Gorgias API to apply the correct tag. Because n8n sits outside Gorgias, you can extend this workflow to also log to a spreadsheet, notify Slack, or call other APIs as part of the same triage step.

Step 1: Create a Webhook trigger node

Add a Webhook node as the trigger:

HTTP Method: POST
Path: gorgias-triage
Authentication: None (Gorgias doesn't sign webhooks by default)

Copy the webhook URL shown in the node — you'll paste it into Gorgias in the next step.

Step 2: Register the webhook in Gorgias

In Gorgias, go to Settings → Integrations → HTTP.

Click Add HTTP integration:

Name: n8n Triage
URL: Your n8n webhook URL
Events: Ticket created
Content-Type: application/json

Save and enable.

What Gorgias sends

The webhook payload contains the full ticket object including id, subject, messages (array — the customer's first message is messages[0]), status, tags, and the customer object with name and email.

Step 3: Extract and normalize the ticket text

Add a Code node to pull out the searchable text:

const ticket = $input.first().json;
const subject = (ticket.subject || '').toLowerCase();
const body = (ticket.messages?.[0]?.body_text || '').toLowerCase();
const combined = `${subject} ${body}`;
 
return [{
  json: {
    ticketId: ticket.id,
    existingTags: ticket.tags || [],
    text: combined,
  }
}];

Step 4: Classify the ticket with a Switch node

Add a Switch node to route based on keyword matches:

Mode: Expression
Value to match: {{ $json.text }}

Cases:

Case	Condition	Output label
1	Contains `invoice` OR `payment` OR `refund` OR `overcharged`	`billing`
2	Contains `shipping` OR `tracking` OR `delivery` OR `package` OR `lost`	`shipping`
3	Contains `return` OR `exchange` OR `cancel` OR `rma`	`returns`
4	Contains `error` OR `bug` OR `broken` OR `not working` OR `crash`	`technical`
5	Contains `login` OR `password` OR `account` OR `locked`	`account`
Default	(no match)	`needs-triage`

Switch routes to the first matching case only

n8n's Switch node exits on the first match. Order your cases from most specific to least specific so a ticket about "can't log in to track my order" hits the right branch (account/login) rather than a broader one.

Step 5: Fetch existing tags before updating

The Gorgias API replaces the entire tags array on update — it doesn't append. Add an HTTP Request node before the tag write to fetch the current ticket state:

Method: GET
URL: https://your-store.gorgias.com/api/tickets/{{ $('Code').item.json.ticketId }}
Authentication: Basic Auth
- Username: your Gorgias email
- Password: your Gorgias API key

Then add another Code node to merge the new tag with the existing ones:

const currentTags = $input.first().json.tags || [];
const newTag = $('Switch').item.json.tag; // pass tag from Switch output
 
// Avoid duplicate tags
const merged = [...currentTags, { name: newTag }].filter(
  (tag, i, arr) => arr.findIndex(t => t.name === tag.name) === i
);
 
return [{ json: { mergedTags: merged } }];

Step 6: Apply the tag via Gorgias API

Add an HTTP Request node to update the ticket:

Method: PUT
URL: https://your-store.gorgias.com/api/tickets/{{ $('Code').item.json.ticketId }}
Authentication: Basic Auth (same credentials)
Body (JSON):

{
  "tags": {{ $json.mergedTags }}
}

API key location

In Gorgias: Settings → API → REST API. Create a new key and copy it — it's only shown once. Store it in n8n as a credential, not inline in node config.

Step 7: Add error handling and activate

Enable Retry On Fail on both HTTP Request nodes (2 retries, 5 second wait)
Add an Error Workflow to alert you via email or Slack if the workflow fails
Run a test by creating a ticket in Gorgias that matches one of your keyword cases
Toggle the workflow to Active

Cost

n8n Cloud: Each ticket creates ~5 node executions. 500 tickets/month = ~2,500 executions. Within the Starter plan limit.
Self-hosted: Free.