# Gorgias MCP

> Gorgias connects your helpdesk directly to your AI agent so you can manage customer support tickets, user profiles, and conversations without leaving your current window. Use natural language to monitor ticket queues, draft replies, update records, and look up customer history instantly.

## Overview
- **Category:** ecommerce
- **Price:** Free
- **Tags:** ticket-management, customer-service, conversation-history, helpdesk, ecommerce-support

## Description

This MCP lets your AI client act like a junior support rep built right into your workflow. Instead of jumping between tabs or copy-pasting data, you talk to the agent, and it performs actions inside Gorgias for you. You can list active tickets, pull specific conversation histories, and draft replies straight up. Need to know if a customer exists? Just ask; the system finds their profile details instantly. If your team needs to add an internal note or send a direct reply, it handles that too. Because this connection is housed on Vinkius, you access all these support functions from one place—whether that's Claude, Cursor, or any other compatible agent.

## Tools

### create_customer
Build a new profile for a customer in the system.

### create_message
Add a message, either a reply to the customer or an internal note, inside a ticket.

### create_ticket
Start and log a brand new support ticket.

### get_customer
Fetch the complete profile details for one specific customer by their identifying information.

### get_ticket
Retrieve all relevant data for a single, existing ticket.

### get_user
Fetch the full details of a specific agent or user within your workspace.

### list_customers
Search for or pull a list of multiple customer accounts based on criteria.

### list_messages
List all messages that have been exchanged within the history of one ticket.

### list_tickets
Generate a list of support tickets, allowing you to filter by status or date.

### list_users
List all agents and users currently active in the workspace for coordination purposes.

### update_customer
Modify details on an existing customer profile record.

### update_ticket
Change the status or content of a ticket that has already been created.

## Prompt Examples

**Prompt:** 
```
Show me the 5 most recent open tickets.
```

**Response:** 
```
Fetching tickets... You have 5 recent open tickets:
1. Ticket #1042: 'Where is my order?' from john@example.com
2. Ticket #1041: 'Refund request' from sarah@example.com
...
Would you like me to read the messages for Ticket #1042?
```

**Prompt:** 
```
Reply to ticket #1042 saying their order has been shipped and provide the tracking link.
```

**Response:** 
```
Drafting reply... I've successfully posted a message to Ticket #1042 informing John that his order is on the way with the tracking details. Should I close the ticket?
```

**Prompt:** 
```
Check if there's a profile for customer alex.smith@example.com.
```

**Response:** 
```
Checking customer records...
Yes, I found a matching profile. Customer ID: 90210. Alex Smith currently has 2 resolved past tickets and 0 active issues.
```

## Capabilities

### Handling Ticket Queues
List all open tickets or retrieve the full message history for a specific conversation.

### Managing Customer Data
Search for customers by email, get their profile details, update records, or create new profiles on the fly.

### Communicating with Users
Draft and send public replies to customers, or add private internal notes visible only to your team.

### Tracking Team Status
List all active agents and retrieve user details for internal coordination checks.

### Creating New Records
Create entirely new support tickets or establish new customer profiles when they don't exist yet.

## Use Cases

### Customer asks about a refund status.
The agent uses `list_customers` to verify the user's identity. Next, it calls `get_ticket` using the relevant ticket number to find previous communications, and then drafts a polite reply confirming the refund details via `create_message`.

### Need to escalate an issue for team review.
The agent checks all open issues by calling `list_tickets`. It identifies a high-priority ticket, uses `get_user` to pull the details of the assigned supervisor, and then adds private internal notes using `create_message` so the manager is immediately aware.

### Onboarding new users into the support system.
A sales rep needs to follow up with a prospect. The agent first runs `get_customer` by email to see if a profile exists; if not, it uses `create_customer` and then initiates a conversation via `create_ticket`.

### Resolving an old ticket that needs status adjustment.
The agent retrieves the full context using `get_ticket`. After resolution, instead of going into the settings panel, it simply tells the system to close the loop by calling `update_ticket`.

## Benefits

- Draft replies and add internal notes with `create_message` without ever leaving your agent chat. You write the intent, and it handles the communication layer.
- Stop searching for customer IDs. Use `list_customers` or `get_customer` to pull up a person's entire history in seconds, giving immediate context for any conversation.
- You can automate triage by using `list_tickets` to see which tickets are open and then use `update_ticket` to change the status when you work on them.
- Never start from scratch. If a customer needs help but isn't in your system, simply ask the agent to run `create_customer` first.
- Need to coordinate with teammates? Use `list_users` and `get_user` to pull up coworker details right alongside the support ticket data.

## How It Works

The bottom line is that you manage complex support tasks through simple conversation instead of clicking buttons in multiple places.

1. Subscribe to this MCP and provide your Gorgias Subdomain, Email, and REST API Key.
2. Connect the MCP to your preferred AI client (like Claude or Cursor).
3. Ask your agent a question—for example, 'Show me all open tickets from yesterday.' The agent executes the command and reports back with the data.

## Frequently Asked Questions

**How do I use Gorgias MCP to find a customer's history?**
You start by asking the agent to 'list customers' or provide an email address. The tool then runs `get_customer` and presents their full profile data, letting you see all past interactions.

**Can Gorgias MCP help me update a ticket status?**
Yes, after the conversation is finished, simply tell your agent to 'update the ticket status' using `update_ticket`. It changes the ticket state within Gorgias without you having to navigate the platform.

**What if I need to create a brand new support ticket?**
You can ask the agent directly, 'Create a new ticket about X.' The MCP handles this by running `create_ticket`, logging it in Gorgias for you.

**Does Gorgias MCP let me add internal notes only?**
Yes. You can use the `create_message` tool to specifically add an internal note, ensuring that message is visible to your team but never sent to the customer.

**Can I list all active agents in Gorgias MCP?**
You simply ask the agent to 'list users.' This triggers `list_users`, giving you a directory of who's currently working in your workspace.