The ultimate guide to the Gorgias Magento integration (2025)

If your store runs on Magento (now Adobe Commerce), you already know it’s a powerful platform. It’s flexible, scalable, and can pretty much handle anything you need it to. But all that power and flexibility often leads to a lot of very specific, detailed customer support questions.

Trying to keep up with that stream of questions is tough. Your support agents probably spend a good chunk of their day just switching between their helpdesk and the Magento admin panel, digging for order details, shipping updates, and customer history. It’s a classic recipe for slow response times and a stressed-out team.

The Gorgias Magento integration was built to fix this by pulling key e-commerce data directly into the helpdesk. In this guide, we'll cover everything you need to know about it: what it does well, its best features, its hidden limits, and how you can add a layer of AI to actually start automating your support.

What is the Gorgias Magento integration?

Before we get too deep, let’s quickly break down the tools we're talking about.

What is Magento (Adobe Commerce)?

Magento, which is now officially part of Adobe Commerce, is an absolute workhorse of an e-commerce platform. Because it’s open-source, it’s incredibly flexible and customizable. This has made it a favorite for serious B2C and B2B businesses that need a platform that can grow with them.

What is Gorgias?

Gorgias is a customer service helpdesk built specifically for e-commerce brands. Its main purpose is to bring all your customer conversations, from email, live chat, social media, and more, into a single, organized feed. The idea is to give your team one place to manage everything related to customer support.

How the Gorgias Magento integration connects them

The integration is a plugin that acts as a bridge between your Magento store and your Gorgias helpdesk. Essentially, it pulls customer and order information from Magento and shows it right inside the Gorgias interface.

This means your support agents get instant context for every ticket. No more back-and-forth asking, "Can you give me your order number?" or having to log into a separate system just to see if a package has shipped. It’s all right there, next to the customer's message.

Key features of the native Gorgias Magento connection

So, what do you actually get when you link Gorgias and Magento? The integration is all about giving your human agents the information they need, much faster.

• Centralized customer data: The main benefit is having all your customer data in one spot. Agents can see a complete order history, shipping details, credit memos, and other important information from Magento right in the Gorgias sidebar. This cuts down on the time they spend hunting for information.

• One-click order actions: The integration allows agents to do some basic things, like view order details, without leaving the helpdesk. It’s a nice time-saver, although more complex tasks like issuing a refund or canceling an order might still require a trip back to the Magento backend.

• Macros with Magento variables: This is where some basic automation comes into play. Your team can set up "Macros," which are just saved replies, that automatically pull in data from Magento. For example, a "Where is my order?" response could instantly fill in the customer's name, order number, and shipping address. It definitely helps speed up replies to common questions.

• Live chat for Magento stores: With the Gorgias plugin, you can easily add a live chat widget to your Magento site. This lets you chat with visitors in real-time, answer questions before they buy, and hopefully convert more browsers into customers. If you're looking to automate these chats, an AI tool like eesel AI offers a Gorgias integration that can handle those conversations for you.

How to set up the Gorgias Magento integration

While the features are useful, getting everything up and running isn't always a simple click-and-go process. The setup can get a bit technical, which is something to keep in mind.

First, you’ll need to grab the free Gorgias plugin from the Adobe Commerce Marketplace. That part is easy. But the next step is often where you need to call in a developer. You have to connect to your store's server using SSH and run a few command-line functions to get the plugin installed correctly.

After that’s done, you can go into your Gorgias account and type in your Magento admin URL to complete the connection.

The point is, this isn't a one-click install. It usually requires someone with technical skills, which can be a roadblock (and an added expense) for teams that want to be agile and lean.

Limitations of the Gorgias Magento integration: When rules and macros aren't enough

The Gorgias Magento integration does a great job of making human agents more efficient. But being more efficient isn't the same thing as being automated. Here’s where you might start to feel the limitations of the native connection.

• It’s reactive, not proactive: The integration is built to help agents answer tickets. It gives them data, but it doesn't solve problems on its own. The automation it offers is based on rigid "if-this-then-that" rules. It can't really understand the nuance in a customer's message, so it can’t hold a real conversation or resolve an issue from start to finish.

• The manual workload stays high: Macros are helpful, but they mostly just cut down on typing. Your agents still have to read every ticket, decide which macro is the right one, and then handle any follow-up questions. The mental effort and the sheer number of tickets don't really decrease.

• It doesn't scale well: As your store grows, your ticket volume will likely explode. Trying to manage hundreds of different rules and macros can become a full-time job in itself. They break, go out of date, and struggle to keep up with the new, more complex problems that come with growth.

• It can't perform real-time, cross-system actions: The integration is great for showing you data. But if you need to do something more involved, like check real-time inventory for a specific shirt in Magento and then apply a tag in Gorgias, the basic setup can't do it. An agent has to jump in and handle it manually.

Gorgias Magento pricing: Understanding the costs

It’s important to get a handle on Gorgias's pricing because it’s tied directly to how many support tickets you get. Unlike many platforms that charge per agent, Gorgias's main cost is based on "billable tickets."

A billable ticket is any conversation that gets a response, whether that response comes from a human, a rule-based auto-reply, or an AI. This means as your business grows and you get more tickets, your bill also grows.

Here’s a quick look at their plans:

Plan	Monthly Price (Billed Annually)	Billable Tickets/mo	Overage Cost	Key Feature
Starter	$10/mo	50	$0.40 / ticket	Basic helpdesk
Basic	$50/mo	300	$40 / 100 tickets	Adds AI Agent resolutions
Pro	$300/mo	2,000	$36 / 100 tickets	Adds revenue statistics
Advanced	$750/mo	5,000	$36 / 100 tickets	Dedicated email server

It’s also worth noting their AI Agent resolutions are often an add-on or have their own pay-per-use costs. This can make your monthly bill hard to predict, especially during busy times like Black Friday. In a way, your bill goes up when you're most successful.

A smarter Gorgias Magento workflow with eesel AI

This is where adding an intelligent automation tool comes in handy. Instead of replacing the tools you already know, eesel AI works with your existing Gorgias and Magento setup to provide the kind of true AI automation that rules and macros just can't deliver.

• Go live in minutes, not months: Remember that technical SSH setup for the Gorgias plugin? You can forget about that with eesel AI. It's a completely self-serve, no-code platform. You connect your helpdesk and knowledge sources with a few clicks and can have an AI agent working in minutes, without needing to talk to a salesperson or hire a developer.

• True AI automation, not just macros: Agents from eesel AI don't just copy and paste pre-written text. They actually understand what customers are asking by learning from thousands of your past Magento-related tickets. They can have natural conversations, ask follow-up questions, and fully resolve complex issues, like processing a return or changing an order, all by themselves.

• Custom actions for Magento: This is a big one. You can set up eesel AI with custom actions that talk directly to your Magento store's API. This lets the AI perform real-time checks (like "is this sweater in stock in a size large?") or take actions (like "apply a 10% discount to this customer's order"). It goes way beyond just displaying data.

• Unify all your knowledge: The Gorgias integration shows you order data, but your team's support knowledge is probably spread out. eesel AI connects not just to Gorgias and Magento, but also to internal wikis in Confluence, your standard operating procedures in Google Docs, and other tools. This gives it a complete picture, so it can answer almost any customer question.

• Test with confidence and predictable pricing: eesel AI has a simulation mode that lets you test it on your past tickets. This way, you can see exactly how many inquiries it would have automated before you ever turn it on for live customers. This confidence ties right back to your budget. eesel AI’s plans have a flat monthly fee, with no per-resolution charges. Your bill stays the same, even when you're flooded with tickets.

Feature	Gorgias Native Automation	eesel AI on top of Gorgias
Setup	Often requires a developer (SSH)	100% self-serve, no-code setup in minutes
Automation Logic	Rule-based (Macros)	AI-based (understands intent from past tickets)
Ticket Handling	Helps agents respond faster	Autonomously resolves tickets
Custom Actions	Limited to helpdesk fields	Real-time API calls to Magento and other systems
Pricing Model	Based on billable tickets (unpredictable)	Flat monthly fee (predictable)

Final thoughts on the Gorgias Magento integration

The Gorgias Magento integration is a solid first step for any growing e-commerce business. It gives your support team the context they need to stop flipping between browser tabs and start working more effectively.

But to really scale your support and shift from just being efficient to being automated, you need an intelligent AI layer.

By adding a tool like eesel AI to your current setup, you don't have to switch helpdesks or overhaul your processes. You can automate the repetitive, frontline questions, reduce your overall ticket volume, and free up your agents to focus on the more complex conversations that build customer loyalty and drive sales.

Start automating your Gorgias Magento support

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