Gorgias
Gorgias integration
Gorgias is the helpdesk built for Shopify. It pulls orders, customers and tracking into every ticket, lets agents edit orders without leaving the inbox, and automates the questions that repeat. Native on Shopify and Plus; on Hydrogen we add the chat and order lookup through the API.
UPDATED OCT 2026 · SOURCES (6)
GORGIAS INTEGRATION AT A GLANCE
COMPLEXITY
Low
METHOD
TYPICAL SETUP
1 week
WHAT WE DO
Connect the store, set up macros and rules for the top ten questions, and route tickets by order value.
CATEGORY
Support chat
SETUP BY PLATFORM
How we set up Gorgias
Shopify
Gorgias installs as a Shopify app and pulls order and customer data into tickets. We connect email, chat and social, write macros for your top questions and set the routing rules.
Shopify store builds →Shopify Plus
Everything in Shopify, plus Flow triggers that open tickets for high-value or flagged orders automatically.
Shopify Plus →Hydrogen
On a headless storefront we embed the chat widget after interaction and connect order lookup through the API so it stays fast.
USE CASES
What teams use it for
Where is my order?
Automated answers with live tracking, which removes a third of tickets on most stores.
Returns and exchanges
Self-serve returns with rules, and agents who can edit the order in the ticket.
Pre-sale chat
Chat on the PDP and cart that answers sizing and shipping before the shopper leaves.
BEFORE YOU ADD IT
What to watch out for
AUTOMATION
Automate carefully
AI replies are good at tracking and policy, bad at anything emotional. We automate the first and route the second to a person.
COST
Billed per ticket
Gorgias charges per ticket. Deflecting order-status questions with automation is what keeps the bill down.
DATA
Chat widget weight
The chat widget adds JavaScript to every page. We load it after the first interaction so it doesn’t hurt Core Web Vitals.
05
Gorgias on Shopify, in practice
Gorgias is the helpdesk built for ecommerce: every ticket shows the Shopify order, and agents can refund, reship or edit an order without leaving the conversation.
The integration itself is quick; the work is the configuration. We connect the store and email, SMS, chat and social channels, write the macros that cover the 20 questions that make up most of the volume — where is my order, change my address, start a return — and set up the rules that tag and route tickets so the right person sees them first. Order status automation handles the biggest category before an agent is needed.
Where it goes wrong: chat widgets loaded on every page slowing the store, auto-replies that promise times the team cannot keep, and a helpdesk that nobody connected to the returns or subscription app. We load the widget only after interaction, write the replies with the client, and connect Recharge, Loop and the review platform so the whole customer history is on one screen.
You've reached the end, so now…
Tell us what you're selling.
Send us your store. Within one business day you get a short Loom from a senior: the three things we'd fix first, what it would cost, and whether we're the right team for it.
- No pitch deck, no discovery-call theatre
- You keep the audit whether or not you hire us
- Fixed-scope quotes, no hourly surprises
Prefer to talk? Book 20 minutes with Haniel or call +1 855-764-4977