Initial Gorgias configuration

Before your Ada team can enable the Gorgias integration, complete the following prerequisites in your Gorgias instance. Once finished, share the collected information with your Ada representative.

Create a dedicated Gorgias API user

A dedicated Admin user keeps audit logs clean and makes it easy to revoke access without disrupting human agents.

To create the Gorgias API user:

1. In Gorgias, navigate to Settings → Users and create a new Admin user.
2. Sign in as that user and navigate to Settings → REST API.
3. Note the Username and API Key. These are used as the HTTP Basic Auth username and password when Ada calls the Gorgias API.
4. From the same page, note the Base API URL — the integration only needs the <subdomain> part of https://<subdomain>.gorgias.com/api/ (for example, mystore for https://mystore.gorgias.com/api/).

Exclude Ada handoff tickets from auto-merge

Gorgias’s ticket auto-merge feature can merge tickets created through a handoff with existing open email tickets for the same end user, which causes agent and end-user messages to go undelivered. Exclude Ada handoff tickets to prevent this.

Create a Rule in your Gorgias instance that checks whether a ticket contains the ada_handoff tag and, if it does, applies Exclude ticket from auto-merge as the action.

Share with your Ada team

Once the prerequisites above are complete, share the following with your Ada representative.

1. Gorgias Account Domain (the <subdomain> value)
2. Gorgias API Username
3. Gorgias API Key — share this securely, not in a shared channel