App Setup
How to Connect Gorgias to Your Shopify Store
By Patrick · Founder, Virtual Freelance Solutions · 10+ years in eCommerce customer support
What Gorgias does for Shopify customer service
Gorgias pulls your Shopify order data directly into every customer conversation. When a customer emails about an order, your agent sees their order history, shipping status, and payment details on the right-hand side of the ticket — without leaving Gorgias.
This one feature alone cuts average ticket handle time by more than 40% compared to managing support from a shared email inbox.
Step 1 — Create your Gorgias account
Go to gorgias.com and sign up for a free trial. You will be asked to connect your store during the onboarding flow — choose Shopify from the list of integrations.
Gorgias pricing starts at $10/month for up to 50 tickets. Most growing Shopify stores sit on the $60/month Starter plan covering 300 tickets.
Step 2 — Connect Gorgias to Shopify
From your Gorgias dashboard:
- Go to Settings → Integrations → Shopify
- Click Connect and enter your Shopify store URL
- Gorgias will request permission to access your Shopify store — click Install
- Your store is now connected
Once connected, Gorgias imports your orders, customers, and products automatically. This takes two to five minutes depending on your store size.
Step 3 — Connect your email and other channels
Gorgias centralises all your support channels in one inbox. After connecting Shopify, add:
- Your support email address (e.g. support@yourstore.com)
- Your Facebook and Instagram pages for social DM management
- Shopify Chat or live chat if you use it
Go to Settings → Channels and follow the connection steps for each one.
Step 4 — Set up your first macros
Macros are Gorgias's canned response templates. Set up macros for your five most common ticket types before your first agent starts working.
Recommended starter macros:
- Order status enquiry (auto-pulls tracking link)
- Refund approved
- Refund denied — outside return window
- Shipping delay acknowledgement
- Discount code not working
Each macro can include Shopify variables like {{order.name}} and {{order.shipping_address}} that auto-populate from the connected order data.
Step 5 — Set up views to organise your inbox
Views are filtered ticket queues inside Gorgias. Set up at least three before you go live:
- Open tickets — all unresolved tickets
- Awaiting reply — tickets your agent has responded to and is waiting on the customer
- Urgent — tickets marked urgent or containing keywords like "chargeback" or "fraud"
Prefer Zendesk? See our Zendesk customer support page, or learn how to outsource your Shopify inbox.
Frequently asked questions
- Does Gorgias work with multiple Shopify stores?
- Yes. You can connect multiple Shopify stores to one Gorgias account and manage all their inboxes from a single dashboard.
- Can my Gorgias agent issue refunds without going into Shopify?
- Yes. Gorgias allows agents to trigger refunds directly from a ticket using the Shopify integration — no separate login required.
- How long does the full Gorgias setup take?
- The Shopify connection and basic macro setup takes under 30 minutes. Full configuration including views, tags, and rules takes two to three hours for a typical store.
People Also Ask
- The native integration takes minutes to authorize, but properly configuring macros, tags, and automation rules to match your actual workflows takes a few hours to a day.
- Order history, customer details, and order status sync automatically once connected, letting agents see and act on orders directly from the ticket view without switching tabs.
- Zendesk offers deeper customization and reporting for stores planning to scale support operations; Gorgias has a more Shopify-native feel out of the box for smaller catalogs. The right choice depends on how complex your reporting and workflow needs are.
Related resources
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