Triage
Open tickets older than 24 hours, grouped by tag and assignee.
pullssearchTicketslistTags
Gorgias · Live
Ask Gorgias what's actually slowing the queue.
Read Gorgias tickets, macros, SLAs, and customer history so support questions resolve with the underlying order already in view.
- Auth
- OAuth
- Access
- Read-only by default
- Plan
- Every plan
- Freshness
- Live — every call hits Gorgias' API
- Available on
- Every plan
Examples
Questions teams actually ask.
The tools it pulls from are shown inline — every answer in Lumen cites the underlying records it read.
Performance
First-response and full-resolution time by agent for the last 7 days.
pullssearchTicketsgetTicketEvents
Customer
Pull every ticket from `[email protected]` in the last 90 days and summarise the recurring issues.
pullsfindCustomerlistCustomerTickets
Scope
What Lumen sees. What it can change.
Read is on by default. Every write is a separate toggle, capped per user, and logged.
Read
What Lumen reads
Lumen calls the Gorgias REST API with the OAuth token you grant at install. Read scope only by default.
- Tickets
Search by status, tag, assignee, customer; full message thread; events timeline
- Customers
Lookup by email or external ID, ticket history, lifetime metrics
- Tags & macros
Tag definitions, current usage; macro list and content
- Views
Saved view definitions and current ticket counts
- Performance reports
First-response time, resolution time, satisfaction score by agent / view / tag
Write · opt-in
What Lumen can write
Lumen does not write to Gorgias by default. Tagging, macro application, and replies can be admin-enabled per workspace.
Every call is logged with user, operation, ticket / customer ID, and date range. Exportable as CSV.
Install
Connect in under a minute.
No keys, no call, no app marketplace fine print.
- Authorize01
Connect with OAuth
In Settings → Integrations → Gorgias, click Connect. Sign in to your Gorgias domain and approve the read scopes Lumen requests.
- Confirm domain02
Pick the helpdesk
If you have multiple Gorgias domains, pick which one Lumen should query. The token is stored encrypted, scoped to that domain.
- Ask03
Try a warm-up question
Start with "Open tickets older than 24 hours grouped by tag" — the agent will run the search and summarise the buckets.
Connect Gorgias. Pull the queue into focus.
OAuth. Read-only by default. Tag/reply writes opt-in.