Connect a store to Gorgias: Magento 2Updated an hour ago

Connecting your Magento 2 store to Gorgias gives your support team direct access to customer order history and purchase data alongside every ticket — no tab-switching required. With your store connected, you can view customer profiles enriched with Magento 2 data and use that context to resolve support tickets faster.

What to expect

With your Magento 2 store connected to Gorgias, you'll have access to:

• Customer profiles Customers who have a matching profile in your Magento 2 store will have their data present in Gorgias, including their order history.
• Order data Without leaving Gorgias, you can view order details for each customer directly from the ticket sidebar.
• Article recommendations Gorgias can automatically suggest relevant help center articles to customers based on their questions, powered by your connected store data.

Connect a Magento 2 store

Connecting a Magento 2 store is a two-step process: first you install the Gorgias extension in your Magento 2 store, then you connect it to your helpdesk. Gorgias offers two connection methods — one-click (recommended) and manual. Use the manual method only if your Magento store has a firewall that prevents the one-click connection from working.

Step 1: Install the Gorgias extension

Before connecting in Gorgias, you'll need to install the Gorgias extension on your Magento 2 store. Follow the Magento 2 extension installation instructions to complete this step. The connection will not work if the extension is not installed first.

1. Get the Gorgias extension from the Magento Marketplace.

2. Connect to your Magento store's server via SSH with your developers' assistance.

3. Run the following commands:

   1composer require gorgias/module-magento-connect
   2bin/magento se:up
   3bin/magento se:di:co
   4
   

Once done, return to your Gorgias account to complete the setup.

Step 2: Connect in Gorgias

One-click connection (recommended)

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Workspace, then select Store.
3. Click Add new store in the top-right corner, then select Magento 2.
4. Click Connect Magento 2, then select Connect in 1 click.
5. Enter your store admin URL.
6. Click Connect App. You'll be redirected to your Magento store to authorize the connection.
7. In Magento 2, click Create. Magento will redirect you back to Gorgias.

Manual connection

Use this method if your Magento store has a firewall that prevents the one-click connection.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Workspace, then select Store.
3. Click Add new store in the top-right corner, then select Magento 2.
4. Select Connect manually.
5. Enter your store admin URL.
6. Go to the Magento admin dashboard, then navigate to Settings > Integrations.
7. Click Add New Integration and name it Gorgias - Customer Service Helpdesk. Note: any other name used here may result in an error.
8. Enter https://webhooks.gorgias.io as the callback URL.
9. Enter your password.
10. In the left panel, click API, and then select these permissions:
    • Sales > Operations > Orders > Actions > View
    • Sales > Operations > Orders > Actions > Edit
    • Sales > Operations > Orders > Actions > Cancel
    • Sales > Operations > Orders > Actions > Credit Memos
    • Sales > Operations > Shipments
    • Sales > Operations > Credit Memos
    • Customers (and then uncheck the All Customers, Now Online, and Customer Groups nested permissions)
    • Carts > Manage carts
11. Click Save in the top-right corner.
12. From the list of integrations, under Gorgias - Customer Service Helpdesk, click Activate.
13. Click Allow.
14. Copy all credentials, then click Done.
15. Go back to the Gorgias interface and enter your store admin URL and the Consumer key, Consumer secret, Access token, and Access token secret that you copied from your Magento admin panel.
16. Click Connect App.

Once connected, Gorgias begins importing your Magento 2 customers in the background. Depending on your store size, this import may take some time. You'll receive an email when the import is complete.

Connect channels

Assign specific channel integrations to each store so that your customer tickets can be traced to the store they came from. Once you assign a channel to a store, you can filter your support tickets to create views, or create rule conditions based on store, rather than just by channel.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Workspace, then select Store.
3. Search for and select the store you'd like to manage.
4. Click the Channels tab.
5. Select a channel from the list.
6. Use the side panel to set up the channel, then click Save Changes.

Update an existing installation

If you're upgrading to Magento 2.4 from an existing installation, ask your developer to follow these steps during the upgrade to avoid any potential lag on your Magento server:

1. SSH into your Magento server.
2. Put your store into maintenance mode.
3. Connect to your database.
4. Run this query: DELETE FROM gorgias_sync_log WHERE sync_flag = 1 OR sync_fail_count > 5;
5. If it takes too long, you can interrupt it and run DELETE FROM gorgias_sync_log WHERE sync_flag = 1 OR sync_fail_count > 5 LIMIT 10000; multiple times, until nothing more is deleted.

FAQ and troubleshooting