Overview:

Gorgias powers support for 15,000+ ecommerce brands. This MCP gives AI assistants like Claude and Cursor real operational access to Gorgias — not just ticket search, but the full support ops workflow: context-aware triage, revenue-weighted escalation, safe ticket writes, SLA monitoring, and macro management. Every other Gorgias MCP stops at basic CRUD. This one starts where your agents actually work.

Key Capabilities:

• Shopify order context on every ticket — when you open a ticket, you see the customer's lifetime value, order count, last order name, Shopify account state, and marketing status alongside the conversation. No tab-switching. No manual lookup.
• Revenue-weighted SLA breach radar — surface open tickets ranked by breach risk with customer LTV flagged inline. A $4,200 LTV customer waiting 48 hours gets a different visual signal than a first-time buyer. Prioritise by what it costs, not just how long it's been.
• Dry-run ticket writes with explicit confirm gate — every write operation (status change, tag update, assignee move, spam flag) previews as a clean diff before anything happens. Execution requires confirm: true. AI cannot make unreviewed changes to live tickets.
• Natural-language macro authoring — describe a macro in plain English: "Add tag refund-approved, send message: your refund will appear in 3–5 days, close ticket." The server validates the action spec, previews the result, and creates it on confirmation. No UI clicking, no action field lookup.
• Weekly ops + revenue digest — one tool call generates a Monday-ready summary: tickets created vs closed, resolution rate, channel breakdown, top tags, SLA health signal, total customer LTV at stake across the week's ticket cohort, and CSAT score if your plan supports it.
• Safe internal notes — add private comments with dry-run preview so agents confirm content before posting to the ticket thread.

Use Cases:

• Morning triage — run 'list_sla_breaches' to get open tickets ranked by wait time with LTV context, then work top-down with full Shopify order data available on every get_ticket call.
• High-value customer handling — look up a customer by email with get_customer to see their full Shopify profile and tier assessment before deciding on a refund or exception.
• Safe bulk operations — preview tag changes or status transitions across tickets with preview_ticket_update, review the diff, then apply with execute_ticket_update confirm:true. No accidental overwrites.
• Macro library at scale — take a Slack message or spec doc and turn it into a validated Gorgias macro in seconds. Preview the actions[] before creating. Use list_macros to audit the library.
• Leadership reporting without Explore — run weekly_support_summary for a paste-ready digest that covers everything a support manager needs on Monday morning, including revenue exposure across the open ticket queue.

Who This Is For:

D2C e-commerce brands on Gorgias with Shopify connected who want AI-assisted triage without compromising ticket integrity. Support managers running 5–50 agent teams who need breach radar and revenue context built into their workflow. Senior agents managing macro libraries at scale. Operations leads who want a weekly digest without learning Gorgias Analytics. Agencies managing Gorgias for multiple merchant clients.

This is not a read-only ticket search tool. It is a governed operations layer for teams where SLA misses are expensive and customer LTV determines the response.