App Setup
How to Connect Gorgias to Your Shopify Store
Gorgias is the most popular helpdesk for Shopify stores — and for good reason. Once connected, your agents can view order details, issue refunds, and update shipping addresses directly from a ticket without switching tabs. This guide walks you through the full setup in under 30 minutes.
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.
Want to see how this would look for your brand?
We'll walk through your current support stack, ticket categories, and tooling — and show you what an operationalized version looks like inside Zendesk, Gorgias, or Help Scout.