Shopify Gorgias Integration Services

Gorgias gives support agents the deepest native Shopify access of any helpdesk: order editing, refund issuing, cancellation, and duplication without leaving the ticket. Brands that configure it correctly reduce first response time and handle time significantly. Most installs never get past basic order data display.

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Shopify Premier Partner

16+

Years in business

500+

Projects Delivered

50+

Team Members

98%

Client Retention

40%

efficiency increase (Princess Polly case study)

Princess Polly achieved a 40% increase in support team efficiency and an 80% decrease in resolution time after implementing Gorgias with deep Shopify integration. Agents could view and update customer data without switching platforms.

60%

of support inquiries resolved by AI Agent

Gorgias AI Agent resolves up to 60% of common support inquiries autonomously, including order tracking, returns, and refund requests. The AI works on email, chat, and SMS channels.

150+

eCommerce integrations in Gorgias ecosystem

Gorgias connects to over 150 eCommerce tools including Klaviyo, Recharge, AfterShip, and Loop Returns. Shero configures Gorgias as part of a broader Shopify integration stack so support data flows correctly across your tech stack.

16+

years in eCommerce

Shero has configured support helpdesks and CRM platforms for Shopify brands since the platform launched. Gorgias is the recommended helpdesk for DTC Shopify brands with high ticket volume and a need for deep order management actions.

Having all the information from both Shopify and ShipBob at our fingertips is a big thing for us. The Gorgias integration makes it so easy to answer customer questions quickly.

Reid Schwartz, eCommerce Manager, Vienna Beef

What the Shopify Gorgias integration covers

Gorgias is a customer support helpdesk built specifically for eCommerce brands. It is a Shopify Premier Partner for CX with the deepest bidirectional Shopify integration of any helpdesk. Agents see the full order history, shipping status, and customer data directly inside every support ticket, and can take order actions without opening Shopify admin. Shero configures Gorgias for Shopify brands: ticket routing rules, AI Agent setup, macro templates, automation Rules, and channel connections so your support team resolves issues faster and your AI handles routine inquiries without human intervention.

  • AI Agent configuration
  • Ticket routing and Rules setup
  • Macro template library
  • Channel connection (email, chat, SMS, social)
  • Order management actions setup
  • Analytics and attribution reporting

Why Shero for Shopify Gorgias integration

Gorgias installs quickly. The configuration that unlocks its automation and revenue attribution capabilities takes a structured setup process that most teams skip.

01

Gorgias without Rules configuration is just a shared inbox

Gorgias Rules automate ticket tagging, routing, and responses based on ticket content and customer data. Without Rules, every ticket lands in the same queue for manual triage. Shero configures a Rules library that covers your most common ticket types so routine inquiries are handled automatically from day one.

02

AI Agent handles up to 60% of tickets but needs correct training

Gorgias AI Agent resolves order tracking, returns, and refund requests autonomously — but only when it is trained on your return policy, help centre articles, and product information. Shero sets up the AI Agent knowledge base and tests resolution quality against real ticket scenarios before it goes live with customers.

03

Order management actions need to be enabled and tested before agent training

Agents can cancel orders, issue refunds, edit shipping addresses, and duplicate orders directly from Gorgias tickets. These actions are not enabled by default and require explicit Shopify permission configuration. Shero enables and tests every order action before your team is trained so agents do not attempt actions that fail at the point of customer contact.

04

Channel connections determine ticket volume and routing logic

Gorgias unifies email, live chat, SMS, Instagram, Facebook, and voice into one inbox. Each channel requires a separate connection and affects ticket routing rules. Shero connects and tests all channels before setting up routing so tickets from every channel reach the correct team with the correct priority. Shero also builds email and SMS connections for integrations that span multiple systems.

05

Macro templates reduce handle time on your highest-volume ticket types

Gorgias Macros are templated responses with dynamic Shopify data variables. A well-built Macro for a WISMO inquiry pulls the customer's order number, tracking link, and carrier in one click. Shero builds a Macro library for your top 10-15 ticket types so your team handles high-volume requests in seconds rather than minutes.

06

Revenue attribution reporting shows which support interactions drive sales

Gorgias tracks revenue generated by support conversations — pre-sale chats, discount codes issued by agents, and assisted purchases. Shero configures revenue attribution reporting so your team can measure the commercial impact of support, not just resolution time. This data is useful for resourcing decisions and agent performance reviews.

Our Work

View All
Iconic Chicago hot dogs and sausages

Vienna Beef

Discover how Shero Commerce migrated Vienna Beef from WooCommerce to BigCommerce Enterprise, automating vendor purchasing workflows, consolidating multi-platform orders into their ERP, and delivering a custom datepicker for delivery scheduling.

Vienna Beef
Well-known American knife manufacturer

Benchmade

For more than three decades, Benchmade has been known for producing high-quality knives for everyday carry, hunting, rescue, and outdoor use. Launched on Magento Commerce Cloud in 2018, the brand partnered with Shero to tap into the surge in outdoor consumer demand and scale their online presence.

Benchmade
Luxury wines packaged in cans

Archer Roose

Archer Roose is a wine company known for producing high-quality, sustainably sourced wines in eco-friendly formats like cans and kegs. Their commitment to small, organic, and biodynamic vineyards has helped them stand out in a competitive market.

Archer Roose
Premium milled golf putters & golf accessories

Swag Golf

Swag Golf is known for its limited-edition, bold golf gear and lifestyle products with a devoted following. Looking to align their online store with their unapologetic brand identity, the brand partnered with Shero to overhaul their Shopify theme, develop a dedicated evergreen product strategy, and drive stronger conversions.

Swag Golf

Ready to connect Shopify and Gorgias?

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How Shero configures Shopify and Gorgias

01

Support workflow audit

Document your current ticket types, volume by channel, escalation paths, and the Shopify order actions your team needs most.

02

Channel connections

Connect email, chat, SMS, and social channels. Configure routing rules for each channel so tickets reach the correct team.

03

Rules and automation setup

Build the Rules library for your most common ticket types. Configure auto-replies for order tracking, auto-close for resolved tickets, and priority routing for urgent issues.

04

AI Agent knowledge base

Train the AI Agent on your return policy, help centre, and product information. Test resolution quality against real ticket scenarios.

05

Order action configuration

Enable and test all Shopify order management actions in Gorgias. Verify agent permissions and Shopify API access before team training.

06

Macro library build

Write and test Macros for your top 10-15 ticket types with dynamic Shopify data variables. Train your team on Macro usage.

Frequently asked questions.

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What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Vienna Beef

"Our experience with Shero Commerce has been exceptional. Their expertise in migrating our website to BigCommerce resulted in a seamless transition, and we’ve seen a significant improvement in our checkout process and overall user experience. Their web design skills have truly elevated our online presence, and we couldn’t be happier with the results."

Reid Schwartz

eCommerce Manager / Vienna Beef

Benchmade Knife Co.

"Working with Shero Commerce for the past three years has been a game-changer for our B2B eCommerce business.Their expertise in email marketing, website support, and eCommerce strategy has significantly improved our online presence and optimized our B2B operations.The team’s dedication to our success is evident, and we’re excited to continue our partnership with them. If you’re looking for a reliable and results-driven eCommerce agency, look no further than Shero."

Joe Prebich

VP of Marketing / Benchmade Knife Co.

Invisible Bead Extensions®

Working with Shero Commerce on our migration from WordPress to Shopify was honestly such a pleasant experience. We’d been on WordPress for five years with tons of content and very specific styling, and moving all of it into one cohesive Shopify site was no small feat — this was a genuinely complex, highly technical migration. But they pulled it off on deadline with zero errors and zero issues. Their team showed up with everything we needed: a project manager, multiple developers, marketing leads, email specialists, and CRO experts, all coordinated through dedicated meetings and a real task management system. They also designed several high impact conversion pages so our digital presence didn’t just function better — it looked beautiful too. Since migrating, we’ve seen an increase in revenue thanks to having one simplified, cohesive platform. I’m so grateful for how seamlessly they executed this, and I’d recommend Shero Commerce to anyone facing a migration like ours.​​​​​​​​​​​​​​​​“

Jasmine Hadjis

CEO, IBE / Invisible Bead Extensions®

Cloré Beauty Supply

"Working with Shero Commerce on our Shopify project was an absolute pleasure. Their team demonstrated exceptional expertise and professionalism throughout the entire process. They seamlessly transformed our vision into a stunning and user-friendly online store. Since the launch, our website has been stable, and we couldn’t be happier with the results. We highly recommend Shero Commerce for any Shopify project!"

Clemens Kim

COO / Cloré Beauty Supply

And you?

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