Save Closed Gorgias Support Tickets to a Database

The trigger automatically checks your Gorgias account every hour for updated tickets. It pulls in all ticket data including status, ID, and closure timestamp without requiring any configuration from you. When a ticket status changes to "closed," this trigger passes the ticket information to the next step for processing. The hourly polling ensures you won't miss any closed tickets while keeping API usage reasonable.

The filter examines each ticket's status and only allows tickets with "closed" status to continue. It automatically compares the ticket status from step 1 against the "closed" value, blocking any tickets that are still open, pending, or solved. This filtering prevents your database from getting cluttered with incomplete ticket data. No configuration is needed as the filter condition is pre-set to look for closed tickets.

For each closed ticket that passes the filter, this step automatically fetches all associated messages using the ticket ID. It connects to Gorgias and pulls the full conversation thread including customer messages, agent responses, and internal notes. The retrieved message data includes the actual text content and metadata that gets passed to the database creation step. This ensures your database contains not just ticket information but the complete conversation history.

The loop takes the list of messages from step 3 and processes them one by one. For each message in the conversation thread, it prepares the data for database insertion including the ticket ID, message content, and closure timestamp. This allows you to analyze conversation patterns, response quality, and resolution details at the message level rather than just ticket level. The loop automatically handles tickets with varying numbers of messages.

For each message processed by the loop, this step creates a new database record with three key fields: Support Ticket ID (the original ticket number), Message (the actual conversation text), and Closed Date (formatted timestamp of when the ticket was closed). You'll need to specify your database table name - the default is "Closed Gorgias Support Tickets" but you can customize this to match your naming conventions. The step automatically formats the closure date for proper database storage and strips unnecessary formatting from message text.