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Magento 2Updated 2 months ago

Magento is an e-commerce platform built on open-source technology that 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 Magento versions: Open Source (CE), Commerce using on-prem (EE), and Adobe Commerce (cloud).

This feature is available on Pro and higher plans. 

Integration benefits


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

Once this is done, go to your Gorgias account:

  1. Click on Settings -> App Store -> All Apps, then search for 'Magento 2' and click on the tile.

  2. Click on Connect Magento 2


For Connect in 1 click follow the next steps:


  1. Enter the URL of the Admin panel of your Magento 2 store, then click on Connect App.
    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, click on Create


    3. You will then be redirected back to your Gorgias account


For the Connect Manually method 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 the Magento admin dashboard
  2. Click on Settings -> Integrations
  3. Click on Add New Integrationand 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)
      Carts > Manage carts
  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 the Gorgias interface and paste all credentials into the form together with the store URL


  10. Click on Add Integration

From this point, we will do an initial import of all your customers into your helpdesk. 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.

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

Magento 2 customers' phone data can't be imported at the moment and for that reason, you won't find the customers' phone numbers in your helpdesk.

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.

Installing the Gorgias Chat Widget on your Magento store

You can use your Chat integration on your Magento store as well. If you go to Settings -> Channels -> Chat -> Your Chat integration -> Installation -> Manual Installation, you will notice a JavaScript code there with instructions on where to place the code on your store's page (above the </body> tag).

You can customize your Chat's basic appearance. You can also customize your Chat with more advanced options.

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



When the chat is added via Google Tag Manager, to add the custom coding, you need the ability to access Google Tag Manager. Then, you would need to create a Custom HTML Tag with a script and have it fire after the Chat loads.

Custom codes need to fire after the Chat 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.


Troubleshooting

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 the 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 about this feature please contact us at [email protected]


Last reviewed Mon, 18 Dec 23 by Mauricio Salinas.

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