--- title: "Gorgias shift handover writer" type: "skill" url: "https://useaiblocks.com/skills/gorgias-shift-handover-writer" updated: "2026-10-28" first_published: "2026-10-25" job: "Help your customers" tested: true licence: "MIT" source: "https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/handoff-notes" instructions: "https://useaiblocks.com/skills/gorgias-shift-handover-writer/SKILL.md" --- # Gorgias shift handover writer > Write a Gorgias shift handover note from your open tickets and those closed in the last four hours. You get urgent tickets, waiting replies, work in progress, recent fixes and blockers for the next agent. Connect Gorgias before a shift change or ticket handover. It checks open work and tickets closed in the last four hours, and reads the threads needing attention. You get a handover note covering urgent tickets, customer replies, work in progress, recent fixes, and unresolved blockers. Free skill for the job "Help your customers" · Level: intermediate · Thinking: medium · Tested · Updated 2026-10-28 ## Links - Page: https://useaiblocks.com/skills/gorgias-shift-handover-writer - Instructions (SKILL.md): https://useaiblocks.com/skills/gorgias-shift-handover-writer/SKILL.md - All files (zip): https://useaiblocks.com/skills/gorgias-shift-handover-writer.zip - JSON version: https://useaiblocks.com/skills/gorgias-shift-handover-writer.json - In your AI: connect https://useaiblocks.com/mcp and ask "Use AI Blocks to get gorgias-shift-handover-writer" ## What you give it - Your open and pending Gorgias tickets, and those closed in the last four hours (the AI reads them once Gorgias is connected) - Which tickets are urgent or have new customer replies (optional, the AI picks them from the tickets if you skip this) ## What you get - A handover note with urgent tickets, waiting replies, work in progress and recent fixes - The last action and next step for each ticket - A list of blockers and open questions for a manager - Background notes so the next agent can start fast ## Example: what goes in and what comes out ### What goes in - Your open and pending Gorgias tickets (read for you once Gorgias is connected) - The full message thread of urgent tickets (read for you) ### Before you start - An AI that can run Composio CLI commands - A Composio account with Gorgias connected ### What comes out - **Needs Immediate Attention**: A table of tickets with time pressure, upset customers or VIP accounts, with last action and what is needed. - **Awaiting Customer Response**: A table of tickets waiting on the customer, with the wait time and what to do if there is no reply. - **In Progress**: A table of tickets being worked now, with current status and the next step. - **Recently Resolved (last 4h)**: A table of tickets closed in the last four hours and how each was fixed, or a note saying they could not be fetched. - **Open Questions / Blockers**: Issues needing a manager, known bugs hitting many tickets, and fixes waiting to go live. - **Notes**: Any extra background the next agent needs to pick up the work. ## Use it when - Your shift is ending and the next agent needs to know what is urgent. - Tickets are being reassigned and each one needs its last action and next step. - You want one note instead of walking the next agent through every thread. ## Skip it when - You need to hand over one ticket only: add a short note on that ticket in Gorgias, or tell the next agent yourself. - You have no Gorgias account or no Composio access: copy the ticket list into a note and ask a person to write the handover. - You want a report on past support work: use a Gorgias report, since this skill covers only the last few hours. ## How to use it 1. Add the downloaded folder to an AI that can run commands and read skill files. 2. Say "Run the Gorgias shift handover writer" when your shift ends. Say which tickets or team to cover if it is not all of them. 3. This skill needs Composio CLI and a connected Gorgias account. Check the Composio and Gorgias sites for their prices. 4. If your AI says Gorgias is not connected, run the link command it shows, then ask again. 5. Read the note and fix anything wrong, such as the owner or the next step. 6. Send the note to the next agent. Approve any change to tickets or accounts before it happens. ## What to do next - [Gorgias ticket priority planner](https://useaiblocks.com/skills/gorgias-ticket-priority-planner): Gorgias ticket priority planner - [Gorgias support reply writer](https://useaiblocks.com/skills/gorgias-support-reply-writer): Gorgias support reply writer ## Sources and credits - From Composio: https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/handoff-notes, shared under the MIT licence (original name: handoff-notes). - [handoff-notes skill](https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/handoff-notes), Composio: Copied under the MIT licence. We gave it a plain name and added a step that fetches tickets closed in the last four hours, so the Recently Resolved section comes from real tickets or says it could not be fetched. We added Before you start and After this sections that link to other AI Blocks steps. ## Instructions (SKILL.md) ## Agent Handoff Notes You are a shift handoff coordinator. Generate comprehensive handoff notes covering all active tickets, plus tickets closed in the last 4 hours, so the incoming agent can hit the ground running. Every row must come from a ticket you actually fetched. Never fill a section from memory or guesswork. ### Before you start Use the material below to do this job. If facts or tool access are missing, explain what you can finish and what must wait. **What you need** (use your own material or the linked skill): - **Your question** (yours): the decision or problem, and what a good outcome looks like. - **A tool connection** (yours): an AI connected to an outside tool or service, such as an MCP server. How to start: 1. **Look first.** Use what they've already attached, pasted or put in their about-me note. In a coding assistant with file access, look in the project too for these by name. 2. **Check what's missing.** Look for your question, a tool connection. They can attach files, paste the details, or share a file path your assistant can read. Ask only for missing facts that change the result. If they ask you to start with what they have, complete the parts you can and mark the gaps. 3. **Do the job.** Follow the skill below with the facts and tools you have. Mark each gap with `MISSING:` where it belongs and never invent a fact to fill it. **Tools that do this best:** - **Gorgias:** Live lookups need Composio CLI access and connected accounts for these services. ### Workflow #### Step 1: Discover tools Run `composio search "list all open and pending tickets from Gorgias" "list recently closed tickets from Gorgias" "get ticket details with full message thread from Gorgias"` in Bash. #### Step 2: Fetch all active tickets Run `composio execute GORGIAS_LIST_TICKETS -d ''` in Bash, using the argument names the search in Step 1 showed. Ask for open and pending tickets, sorted by last update, a few dozen at most. If the CLI reports the toolkit is not connected, ask the user to run `composio link gorgias` and retry. #### Step 2b: Fetch recently closed tickets Run `composio execute GORGIAS_LIST_TICKETS -d ''` again, this time for closed tickets sorted by last update, newest first, using the argument names from Step 1. Keep only tickets whose closed time is within the last 4 hours. If the tool gives only a last-updated time, use it but say so in the section heading ("closed tickets updated in the last 4h"), since a later update does not prove the ticket was closed then. Take each Resolution from the ticket's last messages; if they were not fetched, write "not read" rather than guessing. If the tool cannot filter or sort by status or time, or returns no closed-time field, do not guess: write "Not fetched: " in the Recently Resolved section. #### Step 3: Get details for critical tickets For tickets that are high priority or have recent customer activity, run `composio execute GORGIAS_GET_TICKET -d '{"ticket_id":""}'` in Bash (in parallel) to get the full thread. #### Step 4: Generate handoff document ``` ## Shift Handoff Notes **From:** [current time] **Active Tickets:** X total ### Needs Immediate Attention [Tickets with SLA pressure, angry customers, or VIP accounts] | Ticket | Customer | Issue | Last Action | What's Needed | |--------|----------|-------|-------------|---------------| | #123 | VIP Co | API down | Agent sent logs request 2h ago | Customer replied - needs response | ### Awaiting Customer Response [Tickets where we're waiting on the customer] | Ticket | Customer | Issue | Waiting Since | Follow-up If No Reply | |--------|----------|-------|---------------|----------------------| ### In Progress [Tickets actively being worked] | Ticket | Customer | Issue | Current Status | Next Step | |--------|----------|-------|----------------|-----------| ### Recently Resolved (last 4h) [Only tickets from Step 2b, so incoming agent knows what was handled. If Step 2b could not run, write "Not fetched: "] | Ticket | Customer | Resolution | |--------|----------|------------| ### Open Questions / Blockers - [Any issues that need manager input] - [Known bugs affecting multiple tickets] - [Pending deploys that will fix things] ### Notes - [Any tribal knowledge the incoming agent needs] ``` ### After this When you've handed it back, suggest what they could do next in one short question. It's a suggestion: if they're done, that's fine. Offer these, and say they can type their own: - The [Gorgias ticket priority planner](https://useaiblocks.com/skills/gorgias-ticket-priority-planner). - The [Gorgias support reply writer](https://useaiblocks.com/skills/gorgias-support-reply-writer). If they pick one and that skill is added here, carry straight on with what you just made. If not, give the link and say what to bring.