How to Connect Gorgias to Claude (and What It Can't Do)
Gorgias answered this question itself. The ecommerce helpdesk now runs a first-party MCP server — in open beta as of mid-2026 — that plugs your workspace directly into Claude. There’s no community project to vet and nothing to self-host: Gorgias hosts the server at mcp.gorgias.com/mcp and includes it on every Helpdesk plan at no extra charge.
Two caveats before you connect. Gorgias isn’t a one-click app in Claude’s connector directory, so you add the server as a custom connector — a feature reserved for paid Claude plans. And the connection is only alive inside a chat you open. Claude never glances at your queue on its own; a ticket that lands at midnight sits untouched until someone starts a conversation and asks about it.
What the official Gorgias MCP can touch
Gorgias’s documentation describes a server that goes well past read-only access:
- Tickets — view threads, post replies, add internal notes, change status and priority
- Helpdesk configuration — inspect and edit macros, rules, tags, and agent permissions
- Help center — read and update articles
- Analytics — query first-response times, ticket volume, per-agent performance
- AI Agent — audit its guidance and test how it would answer
Since Gorgias is built for Shopify (plus BigCommerce and Magento) stores, tickets carry commerce context, so Claude can weigh a refund request with the customer’s order history in front of it. Access follows your Gorgias role: an agent who connects sees less than an admin does. And it’s beta software — Gorgias itself warns that some features may not behave.
Connecting it to Claude
- In Claude, open Settings → Connectors and pick Add custom connector.
- Enter the server URL:
https://mcp.gorgias.com/mcp. - A browser window asks for your Gorgias subdomain and sign-in; approve access.
- In any new chat, enable the Gorgias tools and ask away.
The whole thing takes a few minutes. The paid-plan requirement sits on the Claude side, not the Gorgias side.
What support leads actually ask it
The strongest use is investigative — questions that used to mean exporting CSVs:
“Pull the ten lowest-CSAT tickets from last week and summarize what customers were upset about.”
“How many open tickets are tagged
shipping-delayright now, and which agents hold them?”
“Reply to ticket #48213: apologize for the late dispatch, confirm the replacement order shipped, and keep the tone of our order-delay macro.”
That last prompt genuinely works — the MCP can post the reply to the customer. Which makes the remaining gap easy to state: every one of those actions happened because a human typed a sentence first.
A queue doesn’t wait for your next chat
Support work is event-shaped, and a chat connector has no ears for events:
- A VIP customer emails Saturday night about a missing order. The MCP could reply — but no chat is open, so nothing happens until Monday.
- A batch of
chargebacktickets piles up during a flash sale. Claude would spot the pattern instantly, if anyone thought to ask mid-sale. - Your first-response time slips past target at 2 p.m. You learn about it in Wednesday’s report, not at 2:01.
None of this is a flaw in Gorgias’s server. It’s the shape of Claude connectors: request-response, human-initiated, session-bound.
Putting the queue on triggers instead
Carly is an AI executive assistant designed around the missing half: it acts when events fire, not when you type. Tell it in plain English — “when a new ticket comes in tagged urgent, summarize it, ping me in Slack, and draft the first reply” — and it asks clarifying questions, then assembles that workflow with you. It runs hosted, so weekend tickets get worked while your laptop stays shut, and it reaches beyond the helpdesk into the rest of your stack: sending Gmail or Outlook email (actually sending, attachments included), updating tasks, and filing follow-ups on your calendar. AI agents start at $35/month, and workflow steps that don’t use AI run free and unlimited. Browse the 200+ supported tools on the integrations page.
Claude with Gorgias MCP vs Carly
| Claude + Gorgias MCP | Carly | |
|---|---|---|
| Read tickets with Shopify order context | Yes, in chat | Yes |
| Post a reply to a customer | Yes, when you ask | Yes, on a trigger |
| Triage each ticket as it arrives | No — nothing runs between chats | Yes |
| Catch a CSAT or response-time slip unprompted | No | Yes, on a schedule |
| Nights, weekends, laptop closed | No | Yes, cloud-hosted |
| Setup | Custom connector + paid Claude plan | Conversational, no server URL needed |
| Cost | Paid Claude plan (server free from Gorgias) | AI agents from $35/mo |
Frequently Asked Questions
Does Claude integrate with Gorgias?
Yes — and unusually well for a helpdesk. Gorgias runs an official first-party MCP server (open beta as of mid-2026) at mcp.gorgias.com/mcp. You add it to Claude as a custom connector, which requires a paid Claude plan. Once connected, Claude can read, reply to, and reorganize tickets inside a chat.
Can Claude reply to Gorgias tickets?
Inside a conversation, yes — the official MCP exposes write tools, so Claude can post a reply or an internal note when you instruct it to. What it cannot do is reply on its own when a ticket arrives; connectors have no triggers.
Is the Gorgias MCP server free?
Gorgias includes it on all Helpdesk plans at no extra cost. The constraint is on Claude’s side: custom connectors are a paid-plan feature, so a free Claude account can’t add the server.
Will Claude watch my support queue automatically?
No. Claude connectors are session-bound — they act only inside a chat you’ve opened, and stop when it ends. Anything phrased “whenever a ticket…” is outside what the integration can do.
How do I get new tickets triaged without opening a chat?
Use an agent platform built on triggers. Carly watches for events around the clock and runs the triage-summarize-notify loop as tickets land. AI agents start at $35/month.
More: Claude connectors · Claude vs Carly · Can Claude send emails · Claude + Shopify · Claude + Intercom · Claude + Freshservice · Claude + Zoho Desk · Claude + Canny
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