Integration combo
Shopify to Gorgias integration
Gorgias is the ecommerce-native helpdesk: tickets are built around Shopify customers, orders and refunds from day one. Most merchants start with the native Shopify connector and never need more. The Patchworks integration enters the picture when the support team needs context the native connector doesn't carry: data from the ERP, WMS, returns platform or a second Shopify store, all surfaced inside the Gorgias ticket. Built and supported as a Patchworks Partner Agency.
Flow shape
Helpdesk context: Shopify + ops to Gorgias
Gorgias agents see the full picture inside the ticket: Shopify order data, ERP status, WMS fulfilment events, return state, all from a single sidebar.
- Trigger Gorgias Ticket opened ticket.created event
- Extract Patchworks Lookup customer by email
- Extract Shopify Get orders recent + LTV
- Extract Other systems Enrich ERP, WMS, returns
- Transform Patchworks Build context unified shape
- Action Gorgias Render sidebar via custom widget
Illustrative only. The diagram above shows how an integration of this shape works in concept. It is not a screenshot or export of the actual Patchworks process flow; the production flow has more nodes, more branches and more error handling than a marketing page can usefully render.
What we sync
2 synchronisations between Shopify and Gorgias.
Only the data flows that both platforms actually support. Each section below describes what’s in scope, the gotchas we watch for, and how the flow is shaped inside Patchworks.
- 01
Customer sync
Shopify Gorgias
Customers created or updated in Shopify flow into Gorgias with a stable cross-system identifier so the same shopper isn't fragmented into duplicates across the estate. Addresses, marketing preferences, B2B account hierarchies, tax exemption flags and channel attribution are mapped explicitly rather than left to Gorgias's defaults. Where Gorgias is the customer system of record (CRM or ERP) we publish back into Shopify so storefront personalisation and segmentation reflect the canonical state. GDPR deletion and rectification are propagated across the integration in both directions.
- 02
Helpdesk context
Shopify Gorgias
Order, fulfilment and customer context from Shopify surfaces inside Gorgias so agents answer tickets without context-switching into a second console. The integration pushes the data agents actually use (order status, tracking, return state, lifetime value, last contact) into the ticket view, and writes ticket outcomes back where they affect downstream systems (a refund agreed in the helpdesk should land in Shopify as a real event, not a Slack message). Macro actions in Gorgias can trigger flows on the Shopify side rather than asking the agent to log into a second tool.
Typical delivery
3 to 5 weeks for a standard delivery.
Up to 5× faster using PatchBuddy- Week 1 Discovery: agent workflow, which upstream systems are needed, macro inventory.
- Weeks 2 to 3 Build: context flow, custom Gorgias widget, macro actions.
- Weeks 4 to 5 UAT with support team, cutover, hyper-care into retainer.
Patchworks delivery
How Patchworks shapes Shopify to Gorgias.
Gorgias has a strong native Shopify connector. If your support stack is single-store and single-system, you don't need us. We build Gorgias integrations where the support team needs context beyond Shopify alone: order status from NetSuite, fulfilment from the WMS, return state from ReturnGO, all surfaced in the Gorgias ticket via Patchworks. Flows live in Patchworks; runbooks cover what happens when one of the upstream systems is having a bad day.
Got more connectors that need to live in this flow? A 3PL, a marketplace, returns, a PIM, anything. We can do it. Most live integrations end up larger than a pair, all built and supported as one estate. More on multi-platform estates →
Our Patchworks practiceQuestions
Common questions.
-
01 Why not just use the Gorgias native Shopify connector?
If the native connector does the job, use it. We get the call when the support team needs context that the connector doesn't carry: ERP order status, WMS dispatch info, returns state, data from a second Shopify store. -
02 Can macros in Gorgias trigger upstream actions?
Yes. The macro fires a Patchworks event which runs the action against the right system (refund in Shopify, reship request to the WMS, returns label creation) and writes the outcome back to the Gorgias ticket. -
03 What if one of the upstream systems is down?
The Gorgias sidebar gracefully degrades. The agent sees what's available and the missing system is flagged with a retry option; the rest of the ticket workflow keeps working. The runbook covers per-system outage patterns. -
04 Do you support this under SLA after go-live?
Yes. Monitoring on every shipped flow, on-call cover, monthly health checks and tiered response SLAs from £750/month.
Get in touch
Tell us what you’re trying to connect.
And what’s in the way. We will tell you whether we are the right people to do it. Drop us a line below, or open the chat in the corner of the screen.
Direct: contact@ecirql.com
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