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Magento 2Updated 2 months ago

Magento is an ecommerce platform built on open source technology which provides online merchants with a flexible shopping cart system, as well as control over the look, content and functionality of their online store.

The Gorgias plugin for Magento is currently compatible with Magento 2.2, 2.3 and 2.4 for all Magento versions: Open Source (CE), Commerce using on prem (EE), Commerce on Cloud (ECE).

This feature is available on Pro and higher plans.

Integration benefits

  • Display customer profiles next to tickets
  • Display orders, shipments and credit memos
  • Insert Magento 2 variables in macros
  • Use Magento 2 variables as filters in rules

Setup instructions

To connect your Magento 2 store to your Gorgias account, you first need to install the Gorgias plugin on your store. The Gorgias plugin is completely free and it's necessary for the installation.
The user that purchased the plugin has to perform the installation in case you have multiple users on your Magento 2 account. They also have to be an Admin.

Please follow these steps in order to do so:

  1. Get the Gorgias plugin from the Magento Marketplace.
  2. Connect to your Magento store's server with SSH with your developers' assistance.
  3. Run these commands:

composer require gorgias/module-magento-connect

bin/magento se:up

bin/magento se:di:co

carts>manage carts

Once this is done, go to your Gorgias account:

  1. Click on SettingsIntegrationsMagento 2

  1. Click on "Add Magento 2 store"

  1. For "One-click installation" follow the next steps:
    1. Enter the URL of the Admin panel of your Magento 2 store, then click on "Add integration".

      Please just keep in mind that this should be the public URL through which your users access it and not one that redirects to the store!

    2. You will be redirected to your Magento 2 store: there, click on "Create"
    3. You will then be redirected back to your Gorgias account
  2. For "Manual installation" follow the next steps:
    This option is useful if you have a firewall configured on your Magento store that prevents you from adding the integration using the one-click installation process.
    1. Go to Magento admin dashboard
    2. Click on Settings > Integrations
    3. Click on Add New Integration and set variables as such:
      1. name: "Gorgias - Manual Integration"
      2. Enter your password at the bottom
      3. In the left panel, click on API, and then check those 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)
    4. Click on Save in the top-right corner
    5. When you're back on the list, on the "Gorgias - Manual Integration", click on Activate
    6. Click on Allow
    7. Copy all credentials
    8. Click on Done
    9. Go back to Gorgias interface and paste all credentials into the form together with the store url
    10. Click on Add Integration
  3. 🎉 your Magento 2 store is now connected to your Gorgias account! From this point, we will do an initial import of all your customers into Gorgias. Any new order / customer will also be synchronized, and data about orders will be updated when there are new shipments or credit memos related to them.

Below is a screenshot of how customer & order info will appear:

Please note that Magento 2 customers' phone data can't be imported at the moment and for that reason, you won't find the customers' phone number in Gorgias.

Magento 2.4

Version 1.2 of our Magento plugin, with support for Magento 2.4, is also live.

If you are upgrading from an existing installation, you'll have to follow the instructions below. please ask your developer to run these instructions when doing the upgrade, in order to avoid lags on your Magento server:

1. SSH into your Magento server.

2. Put your store in 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 it doesn't delete anything anymore.

That's it, you should be good to go! You can then resume upgrading the Gorgias plugin as usual.

Installing the Gorgias Chat Widget on your Magento store

You can use our chat widget on your Magento store as well. If you go to your Chat Integration PageChat IntegrationInstallation, you will notice a JavaScript code there with instructions on where to place the code on your store's page (above the </body> tag).

If you're looking to customize your chat's appearance, please refer to the article about basic customization here and we also have some more advanced instructions here.

If you select Any Other Website, when installing chat, the installation is different than when setting up Google Tag Manager.

When the chat is added via Google Tag Manager, in order to add the custom coding, you need the ability to access Google Tag Manager.

- Important note > Custom codes need to fire after the chat widget loads!

You would need to create a Custom HTML Tag with a script, and have it fire after the chat widget loads.

Magento tracking URLs

Magento does not send us tracking URLs, only tracking numbers. Due to this we generate URLs ourselves based on the carrier associated with the shipment. Please note we can only generate URLs for these carriers:

  1. USPS
  2. UPS
  3. FEDEX
  4. Canada Post

When the carrier is "other", we are not able to generate the tracking URL.


When I click on a customer link in the sidebar widget, I can't open it, why?

The customer link in the widget will not be working properly if you have enabled adding a secret key to URLs. If the option is enabled, the link will always take you to general dashboard. 

The secret key is generated at the beginning of the admin session and it changes each time a new session is opened - to prevent any redirect, which is exactly what Gorgias does in the widget. 

If you want their links to redirect to the right page, you have to disable that feature in your Magento Configuration>Admin>Add Secret Key to URLs → No.

If you have any questions or concerns around this feature please contact us at [email protected]

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