Sales and support
Give your Gorgias team the story behind the support ticket
Ecommerce support moves quickly between order questions, product concerns, and return requests. Bob helps customers explain what they need and pass the useful details into the Gorgias workflow your support team already knows.
Bob uses the Shopify order and the Gorgias ticket so support sees the customer’s request and the order together.
Connect the customer’s question to the support work
Bob separates a simple policy question from an issue that requires an agent. Bob answers from approved store information and gathers the references needed for follow-up. Enabled Gorgias tools can then carry the request into the right support conversation, while a connected commerce platform supplies its own authorized order data.
Workflows
Clarify the request
Capture the order reference, affected item, and the customer’s desired outcome without promising an exception to store policy.
Consult support context
Use permitted customer and ticket information to understand an existing issue before preparing another handoff.
Keep the handoff focused
Add a supported ticket update or staff note that explains the problem, new facts, and action needed.
Example workflow
Example workflow
A shopper says one item arrived damaged. Bob collects the order reference and item details, explains the published next steps, and prepares the Gorgias handoff. The agent receives the information needed to review the request instead of a one-line message saying “My order is wrong.”
Illustrative example, not a live execution log.
Connection and setup
Connect Gorgias, define ticket-routing and note rules, and separately configure any store connection needed for order lookup.
How Bob turns a conversation into a useful next step
Bob starts with the customer's request and the business information you approve. When the workflow needs a current record, Bob retrieves it from the connected service. When the next step changes a record or sends a message, Bob follows the permissions and approval steps you configure. The customer gets a useful next response, and your team gets a clear handoff when a person needs to take over.
Questions
Does connecting Gorgias automatically connect Shopify?
No. Support-ticket access and store-record access are distinct. Configure each connection needed for the workflow.
Can Bob approve every return?
Return eligibility and exceptions remain subject to your policy and enabled actions. Bob can explain the process and prepare the review.
Who decides what Bob can change or send?
You choose the records Bob reads and the actions he takes. A reply, a record update, or an outbound message follows the approval step you set for that workflow. See the pricing page for plans. This page does not list prices.
Continue this workflow with
These are related workflows, not prerequisites.
Get started with Gorgias
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