Add Gorgias support to your app

Gorgias Helpdesk puts your support inbox inside the app. Customers read their conversations, reply, and start a new request without being handed off to a browser or an email thread — and they get a push notification the moment an agent answers.

On your side nothing moves: the tickets land in the same Gorgias queue your agents already work in, with the customer's order and product details attached.

This integration works differently from the others. There is no block to drag. Connecting adds a support screen to the app and a destination you can point a menu item at — and you style that screen in one place rather than assembling it.

• Gorgias is installed in your Shopify store.

• You know your Gorgias subdomain — the part of your Gorgias URL before .gorgias.com. For acme.gorgias.com it is acme.

• Your Gorgias user can approve app access. The connection ends with an approval screen; an account without that permission cannot finish it.

Gorgias is available on the Enterprise+ plan.

No API key is involved — you sign in to Gorgias and approve.

1. From Shopify Admin, open Ego Mobile Builder.

2. Go to Integrations.

3. Open Gorgias Helpdesk.

4. Type your Subdomain and click Connect with Gorgias.

5. You leave Shopify Admin for Gorgias. Sign in, approve the access, and you are brought back.

Two things to expect. Nothing is stored until you approve — backing out leaves the store exactly as it was. And the round trip has to be finished within 10 minutes; leaving the tab open over lunch means starting again.

Once connected the card shows your subdomain and the account email it bound to.

Connecting also registers a webhook in Gorgias. That webhook is what turns an agent's reply into a push notification, and it is the one part of the setup that can fail quietly.

If the card shows a warning that the webhook could not be registered, the integration still works — customers can read and reply — but nobody is told when an agent answers. Either reconnect, or create it by hand in Gorgias:

1. In Gorgias, go to Settings → Integrations → HTTP.

2. Create an HTTP Integration pointed at the Webhook URL shown on the card, with method POST.

3. Enable the ticket-message-created trigger.

Treat that URL as a secret. Anyone holding it can send your store fake support events.

Send test on the integration screen creates a real ticket in your Gorgias queue and takes the full path a customer's message would. It is the quickest way to prove the connection end to end before you put the screen in front of anyone.

Tell your agents first — the ticket is real and will appear in their inbox.

The support screen exists as soon as you connect, but nothing links to it yet. Give it an entry point.

1. Go to App Design.

2. Open the side menu, the Account screen, or any block with a link or button.

3. Set its destination to Gorgias support list. It appears in the destination list only while Gorgias is connected.

Most stores add it to the side menu as "Support" or "Help", and again on the Account screen next to orders — the two places a customer looks when something is wrong.

The support screen is configured in one panel rather than block by block.

1. Go to Extended features → Chat.

2. On the Gorgias card, click Customise Gorgias Helpdesk.

Four groups, each with its own preview:

• Conversations — the screen title and the label on the new-request button.

• Empty state — the headline and description a shopper sees before they have ever contacted you. Worth writing properly: it is the first thing most customers see here.

• New request sheet — the sheet title, the message placeholder, whether a subject is required, and whether shoppers can attach photos.

• Appearance — background, text and button colours, and the conversation card's corner radius. These apply to every screen in the support flow. The header colour is not here — it comes from Branding.

The panel checks the contrast between your text and background as you type and warns below 4.5:1, where some shoppers cannot read the conversation list. It is a warning, not a block — you can still save.

One rule about the text fields: leave them empty to use the translations from the Languages page. Anything you type here is used for every language, so filling them in on a multi-language store replaces your translations with one fixed string.

The style panel's preview is a mock — it never calls Gorgias — so test the real thing on a device.

1. Save the support settings on the panel.

2. In App Design, click Save, then Publish so the menu entry reaches your app.

3. With Ego Live Preview, open support as a signed-in customer, send a message, and have an agent reply — you should get the push.

"That connection attempt expired or was invalid"

The approval has to be finished within 10 minutes. Start again and go straight through.

"Authorisation was declined in Gorgias"

Deny was clicked on the approval screen, or the Gorgias user is not allowed to approve app access. Connect again with an account that can.

Gorgias rejected the connection

Check the subdomain — it is only the part before .gorgias.com, not the whole URL.

Customers get no push when an agent replies

The webhook is missing. See step 2: either reconnect, or create the HTTP Integration in Gorgias yourself with the ticket-message-created trigger.

I cannot find the support screen in App Design

There is no support block to drag. It is a navigation destination — Gorgias support list — that you point a menu item or button at, and it is only offered while Gorgias is connected.

"Connect Gorgias before customising the support screen"

The style panel needs a live connection. Connect on the integration screen first.

My translated support text stopped working

Something was typed into the text fields on the style panel. Text entered there overrides every language — clear the field to fall back to the Languages page.

I cannot find Gorgias under Integrations

It is available on the Enterprise+ plan. Check your plan under Pricing, or contact support.

1. Do my agents work anywhere new?
No. App conversations arrive in the same Gorgias queue as everything else.

2. Does the customer have to be signed in?
Yes — the screen shows that customer's own conversations, so it needs to know who they are.

3. Can customers send photos?
Yes, if you turn on attachments in the new request sheet settings.

4. Do agents see what the customer was looking at?
Yes. Order and product details are attached to the conversation automatically.

5. Is this the same as live chat?
No. It is the support inbox — conversations and replies, with push when an agent answers. The chat bubble is configured separately under Extended features → Chat.

6. What happens if I disconnect?
The support destination disappears from App Design and the screen stops loading conversations. Your style settings are kept for when you reconnect.