> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ada.cx/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server.

# 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](https://docs.gorgias.com/en-US/tickets-auto-merge-442700) 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](https://docs.gorgias.com/en-US/set-up-a-rule-435005) 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.

> **Note**
>
> The `ada_handoff` tag is added to every ticket created through a handoff automatically — no extra configuration is required.

## 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

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Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).