Create an Internal Ticket in Gorgias

This guide explains how to use the Arigato action to create an internal ticket in Gorgias. This action is helpful for automating internal team communications and support workflows by sending internal notes to your Gorgias helpdesk from an Arigato automation.

Configuring the Action

Before using this action, you must connect your Gorgias account through the Arigato Integrations page.

  1. Go to the Integrations page in Arigato.
  2. Click Gorgias.
  3. Enter your Gorgias subdomain. For example, if your helpdesk URL is https://yourstore.gorgias.com, enter yourstore.
  4. Click Save Subdomain.
  5. Click Authorize with Gorgias and follow the prompts to complete the authorization.

Once authorized, you can configure the Create an internal ticket in Gorgias action with the following fields:

Field Name Description Example
Subject The title of the internal ticket. New High-Value Customer Order
Internal Note Body content of the internal message. You can include dynamic tokens. Customer {{ customer.first_name }} placed an order worth {{ order.total_price }}
Sender Gorgias User The Gorgias user who will appear as the sender of the ticket. User 1 <email1@bonify.io>
Receiver Gorgias User (optional) Optional user to notify in Gorgias (appears in the internal note). User 2 <email2@bonify.io>
Tags Optional tags to assign to the ticket for filtering or routing. vip, internal-notification
Assignee The Gorgias user to assign the ticket to. User 1 <email1@bonify.io>

Example Configuration

This example creates an internal note when a VIP customer places an order over $500:

  • Subject: VIP Order Alert
  • Internal Note: {{ customer.first_name }} just placed a high-value order: {{ order.name }} for {{ order.total_price }}.
  • Sender: User 1
  • Receiver: User 2
  • Tags: vip
  • Assignee: User 1

Troubleshooting & Usage Tips

Authorization not working: Make sure you’ve entered the correct subdomain and completed the OAuth flow with Gorgias. You must click “Authorize with Gorgias” after saving your subdomain.

User not appearing in dropdown: Ensure that the Gorgias user exists and is active in your Gorgias account. The user list is pulled from your connected account.

Ticket not created: Double-check that all required fields are populated, especially the Subject and Sender. Also ensure your automation is running and triggered correctly.

Credit Cost

Create an Internal Ticket in Gorgias incurs a cost of one Action Credit on Lite plans and is unlimited on Unlimited plans.

Custom Actions

This action can be used in any custom workflow where internal notifications are needed, such as:

  • Flagging orders over a certain value
  • Notifying your team of failed payments or chargebacks
  • Triggering notes for subscription renewals

Use tokens like {{ customer.email }}, {{ order.name }}, or {{ shop.domain }} to dynamically populate your internal notes.

See documentation for more information. 

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