Shopify Gorgias Integration: Customer Support Helpdesk Guide (2025)

Gorgias brings ecommerce-focused support to Shopify stores. This guide covers setup, automation, and optimization for efficient customer service.

Shopify

integrates with

Gorgias

Support

2025 Snapshot

Related: Shopify Zendesk Integration: Customer Support Guide (2025), Shopify Freshdesk Integration: Helpdesk Setup Guide (2025), SEO Keyword Matcher Pro.

Prices, tiers, and limits change over time, so treat this as a directional snapshot while evaluating.

Why Gorgias?

Built for ecommerce:

All channels in one inbox:

• Email
• Live chat
• Facebook/Messenger
• Instagram DM/comments
• SMS
• WhatsApp

Gorgias Pricing

Overage: Varies by plan (Starter commonly shows $0.40 per ticket over limit)

Add-ons:

• Automate: $0.02/automated interaction
• Voice: $35/seat/month
• Additional seats: Varies by plan

Getting Started

Step 1: Install Gorgias

1. Go to Shopify App Store
2. Search “Gorgias”
3. Click Add app
4. Authorize Shopify access
5. Complete signup

Step 2: Connect Email

1. Go to Settings > Integrations > Email
2. Add support email address
3. Forward or connect directly
4. Verify connection

Step 3: Add Channels

Channel setup:
├── Email (primary)
├── Live chat widget
├── Facebook page
├── Instagram business
├── SMS (optional)
└── WhatsApp (optional)

Step 4: Configure Shopify Data

Enable data sync:

• Orders and order history
• Customer information
• Products
• Fulfillment status
• Tags and notes

Shopify Integration Features

Order Sidebar

Every ticket shows:

• Recent orders
• Order status
• Tracking information
• Products ordered
• Payment status
• Customer notes

Quick Actions

Customer Context

View in ticket:

• Lifetime value
• Order count
• Last order date
• Tags from Shopify
• VIP status

Automation Setup

Macros (Templates)

Create response templates:

1. Go to Settings > Macros
2. Click Create macro
3. Write template with variables
4. Save and categorize

Example macro:

Hi {{ticket.customer.firstname}},

Your order {{ticket.customer.lastOrder.name}} shipped on
{{ticket.customer.lastOrder.fulfillments[0].created_at}} via
{{ticket.customer.lastOrder.fulfillments[0].tracking_company}}.

Track here: {{ticket.customer.lastOrder.fulfillments[0].tracking_url}}

Thanks for shopping with us!

Rules (Automation)

Rule structure:
IF [condition]
THEN [action]

Example:
IF subject contains "where is my order"
AND customer has shipped order
THEN send macro "Order Tracking"
AND tag "automated"
AND close ticket

Common Automations

Self-Service Flows

Automate common requests:

• Order tracking lookup
• Return initiation
• Subscription management
• FAQ deflection
• Appointment booking

Automation Patterns That Scale

The fastest way to “add automation” is to create dozens of rules. The fastest way to reduce tickets is to design automations around a small set of repeatable intents, then measure deflection and failure modes.

A practical pattern:

1. Start with the top 20 macros (copy you already send daily).
2. Add 3–5 rules that trigger those macros based on clear signals (subject keywords, tags, order status, or customer tier).
3. Add guardrails to avoid bad automations (VIP customers, high-value orders, fraud risk, and edge cases like partial shipments).
4. Track outcomes: automation rate, reopen rate, and customer satisfaction for automated tickets.

When you do this, your team learns which tickets should be automated, which should be routed to specialists (billing/fulfillment), and which should be handled manually for empathy and nuance.

Data & Permissions Checklist

Because Gorgias can surface Shopify order actions, treat permissions as part of your store’s financial controls:

• Limit who can refund/cancel orders, and document internal approval thresholds.
• Standardize tags for high-risk events (chargeback, fraud_check, vip_exception) so reporting stays reliable.
• Ensure your team understands the difference between order status, payment status, and fulfillment status to avoid sending incorrect updates.
• If you support multiple brands or stores, standardize macro tone, tag taxonomy, and escalation paths so analytics stays comparable across teams.

Live Chat Setup

Widget Installation

1. Go to Settings > Chat > Widget
2. Customize appearance
3. Copy widget code
4. Add to Shopify theme

Chat Campaigns

Proactive chat triggers:

• Time on page (30+ seconds)
• Cart value ($100+)
• Exit intent
• Specific pages (checkout)

Chat Settings

Ticket Management

Views and Filters

Organize by:

• Channel (email, chat, social)
• Status (open, pending, closed)
• Priority (urgent, high, normal)
• Assignee
• Tags

Tagging Strategy

Tag hierarchy:
├── Issue type
│   ├── order-issue
│   ├── product-question
│   ├── return-request
│   └── complaint
├── Status
│   ├── awaiting-customer
│   ├── escalated
│   └── automated
└── Priority
    ├── vip-customer
    └── urgent

Assignment Rules

Auto-assign by:

• Channel
• Language
• Issue type
• Customer value
• Agent availability

Team Management

Agent Roles

Performance Metrics

Track per agent:

• Tickets handled
• First response time
• Resolution time
• Customer satisfaction
• Revenue generated

Collision Detection

Gorgias shows when:

• Another agent viewing ticket
• Agent typing response
• Ticket recently updated

Reporting & Analytics

Key Metrics

Revenue Attribution

Track support-driven revenue:

• Orders created in tickets
• Discount codes used
• Pre-sale questions converted
• Support-to-sale attribution

Reports

Available reports:

• Ticket volume by channel
• Agent performance
• Automation effectiveness
• Customer satisfaction
• Revenue impact

Integrations

Marketing

Operations

Best Practices

Response Templates

Write effective macros:

• Personalize with variables
• Keep concise
• Include next steps
• Warm, friendly tone

Ticket Handling

Reducing Volume

Deflect tickets by:

• Comprehensive FAQ
• Order tracking page
• Self-service returns
• Proactive communication

Troubleshooting

Orders Not Showing

Causes:

• Sync delay
• Customer email mismatch
• Integration disconnected

Solutions:

1. Wait 5 minutes for sync
2. Search by order number
3. Reconnect Shopify integration

Chat Not Loading

Causes:

• Widget code missing
• Script blocked
• Theme conflict

Solutions:

1. Verify widget code installed
2. Check ad blockers
3. Test in incognito mode

Gorgias vs Alternatives

Next Steps

After setup:

1. Connect channels - Email, chat, social
2. Create macros - Top 10 responses
3. Set up rules - Automate common tickets
4. Train team - Onboard agents
5. Monitor & optimize - Track metrics

# List the 5 most recent orders (GraphQL)
curl -X POST "https://your-store.myshopify.com/admin/api/2025-01/graphql.json" \
  -H "X-Shopify-Access-Token: $SHOPIFY_ADMIN_TOKEN" \
  -H "Content-Type: application/json" \
  -d "{\"query\":\"{ orders(first: 5, sortKey: CREATED_AT, reverse: true) { edges { node { id name createdAt totalPriceSet { shopMoney { amount currencyCode } } customer { email } } } } }\"}"

For Zendesk alternative, see Shopify Zendesk integration. For Freshdesk, check Shopify Freshdesk integration.

Sources

• Gorgias - Helpdesk & Live Chat (Shopify App Store listing)
• Gorgias pricing
• Gorgias Docs: Shopify 101
• Shopify Help Center: Refunds