Prerequisites
The connector should already be set up, with a Connector Profile and a Linked Account. See Getting Started on the Gorgias connector page.How webhooks are set up
StackOne creates and manages the webhook subscription automatically when the account is connected. For each event you enable, StackOne creates a Gorgias HTTP integration named StackOne - <event> that posts to your StackOne callback URL, and deletes it when the event is disabled or the account is disconnected. There is nothing to configure in Gorgias.
- Do not edit or delete the
StackOne - <event>HTTP integrations in Settings > App Store > HTTP Integration — changing their URL, triggers, or request body stops event delivery.
Available webhook events
The following Gorgias events can be enabled. Only events selected in StackOne are subscribed — Gorgias does not deliver events that have no HTTP integration.
Ticket events
Events related to the lifecycle, status, and assignment of tickets.
- Ticket Created (
ticket-created) — Fired when a new ticket is created in Gorgias - Ticket Updated (
ticket-updated) — Fired when a ticket is updated (status, tags, custom fields, assignee, priority, or other attributes) - Ticket Status Updated (
ticket-status-updated) — Fired when the status of a ticket changes (for example open to closed) - Ticket Assignment Updated (
ticket-assignment-updated) — Fired when the assignee user or assignee team of a ticket changes - Ticket Self Unsnoozed (
ticket-self-unsnoozed) — Fired when a snoozed ticket reopens automatically because its snooze period expired - Ticket Handed Over (
ticket-handed-over) — Fired when a ticket is handed over from automation (such as the Gorgias AI Agent) to a human agent
Message events
Events related to messages on tickets.
- Ticket Message Created (
ticket-message-created) — Fired when a message (customer reply, agent reply, or internal note) is added to a ticket - Ticket Message Failed (
ticket-message-failed) — Fired when an outbound message on a ticket fails to send
Delivery format
Gorgias sends one JSON request per event with its full ticket/message payload. Every event includes a ticket object (IDs, status, channel, customer, assignee, tags, custom fields, and timestamps). Message events and most ticket events also include the related message object. Ticket Status Updated and Ticket Assignment Updated send a smaller ticket object with assignee and customer IDs instead of nested objects.
- Each request times out after 5 seconds. Gorgias retries up to 3 times (10s, 20s, 40s backoff) only when the endpoint cannot be reached — error responses are not retried.
- Gorgias automatically disables an HTTP integration after 500 consecutive failed requests.