Triage and route Gorgias tickets by topic
When a new ticket arrives in Gorgias, Macha reads the content, determines the topic and urgency, sets the priority, applies tags, and routes it to the right team — all in seconds.
Eliminates manual triage on Gorgias and ensures every ticket reaches the right agent from the start, reducing first-response times.
How it works
Ticket Created
Any new ticket
I was charged twice for order #10482 and I need this fixed immediately. This is unacceptable.
Analyze ticket
Topic: Billing → Duplicate Charge. Priority: Urgent. Sentiment: Frustrated
Update priority
Priority → Urgent, tagged: billing, duplicate-charge
Assign ticket
Assigned to Billing team, added internal note with classification details
Triggers & Actions
Trigger
Ticket Created
Gorgias
Fires when a new ticket lands in Gorgias.
Action
Get Ticket
Gorgias
Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.
Action
Update Priority
Gorgias
Change a Gorgias ticket's priority (low, normal, high, urgent).
Action
Update Tags
Gorgias
Set tags on a Gorgias ticket — replaces the existing tag set.
Action
Assign Ticket
Gorgias
Assign a Gorgias ticket to a specific user (agent), team, or both.
Related use cases
Auto-reply using knowledge base articles
When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.
Draft ticket responses for agent review
Macha reads the ticket, searches relevant documentation in Notion, and drafts a response for the agent. The agent can edit, approve, or rewrite before sending.
Triage and route tickets by topic
When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.
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