A complete guide to Gorgias order editing from ticket

If you work in ecommerce support, you know the drill. A customer needs to change a shipping address, swap a size, or add one more thing to their cart. Before you know it, you’re juggling tabs, bouncing between your helpdesk and the Shopify admin, and just trying not to mix up the details. It's a daily time sink.

This is exactly the problem Gorgias aims to solve with its built-in "Gorgias order editing from ticket" feature. The idea is simple: let your agents handle order changes right from the customer conversation, no tab-switching required.

In this guide, we'll walk through how this feature actually works, for both your team and its AI agent. We’ll look at what it’s good for, where you might run into trouble, and how you can add more powerful automation to handle the tricky requests.

What is Gorgias order editing from ticket?

At its core, Gorgias order editing from ticket is a feature that connects your helpdesk to your Shopify store. It lets support agents modify customer orders without leaving the ticket. So instead of putting a customer on hold while you log into another system, your team can make the change right then and there.

The whole point is to reduce that constant back-and-forth, solve tickets faster, and make life easier for everyone. The feature comes in two forms: a manual one for your human agents and an automated one powered by the Gorgias AI Agent, which can handle common requests on its own.

How Gorgias order editing from ticket works in practice

Let's break down how you can actually use this feature. Whether you want your team to handle it or you're looking to automate, the process is slightly different.

How support agents use Gorgias order editing from ticket

For a human on your team, the process is pretty simple. When a ticket comes in asking for an order change, the agent uses the Shopify widget that appears right in Gorgias. They can find the customer's order, click 'Edit,' and a window pops up. From there, they can add or remove items, adjust quantities, apply discounts, and send the customer an updated invoice.

It’s useful, but there are some firm rules. According to Gorgias, you can't touch orders that are archived, older than 60 days, or were paid for in a different currency than your store's default.

The Gorgias AI agent and Gorgias order editing from ticket

Gorgias also offers an AI Agent to automate these edits. The goal is to let the bot handle simple, repetitive requests 24/7, so your team can focus on trickier problems. According to their documentation, the AI Agent can do a few specific things:

• Cancel Shopify order: If a customer asks to cancel, the AI checks if the order is unfulfilled. If it is, it cancels the order, restocks the items, and processes a refund.

• Edit order shipping address: The AI confirms the new address with the customer and then updates it in the Shopify order.

• Replace order item: It can swap one item for another, checking stock and adjusting the payment if the price changes.

• Reship Shopify order for free: If an order gets lost or damaged, the AI can duplicate it and send a replacement at no extra cost.

• Remove order item: It can take an item out of an unfulfilled order and refund the customer for it.

This is a decent starting point for automation, but it comes with some trade-offs that can limit how much you can really hand off to the AI.

Where the native Gorgias order editing from ticket falls short

While Gorgias’s built-in tool is a solid step up from manual tab-switching, it has some real limitations, especially when you start pushing for more automation.

Rigid automation logic

The Gorgias AI Agent runs on fixed templates. You can switch them on or off, but you can’t change the rules. For example, what if you only want to offer a free reshipment to VIP customers? Or for orders over a certain value? You can't add those kinds of custom business rules. Because the logic is so inflexible, a lot of tickets that fall outside these simple scenarios will still land in your team's queue.

Lack of integration with other tools

This is a major drawback. The automation only works between Gorgias and Shopify. Gorgias is up-front about this: when its AI cancels an order, that update isn't sent to third-party logistics (3PL) providers or fulfillment apps. This can create a real mess. The AI might cancel an order correctly in Shopify, but if your warehouse doesn't get the memo, they could ship the package anyway. That means an unhappy customer and lost money.

Absence of a safe testing mode

When you turn on the Gorgias AI Agent, it's live. There's no simulation mode to test how it would handle your past tickets. You can't see how accurate it would be or how many tickets it could have solved before you let it loose on real customers. It's a bit of a "flick the switch and hope for the best" situation, which is nerve-wracking when the AI has the power to change orders and issue refunds.

Limited to simple requests

The AI is also limited in what it can actually do. For example, it can only replace one item in an order. If a customer wants to swap out both a shirt and a pair of pants, the bot can't handle it and has to pass the ticket to a human agent. That’s a pretty common request, so this limitation definitely caps how many tickets it can realistically automate.

Enhancing Gorgias order editing from ticket with a more flexible AI

This is where the built-in tool starts to show its limits. For teams that need more control and flexibility, the answer isn’t to ditch Gorgias but to add to it. A more advanced AI platform like eesel AI can plug into your setup and fill in these gaps.

It works with your existing helpdesk

You don't need to change your helpdesk. eesel AI has a one-click integration for Gorgias, so you can get up and running quickly without needing a developer. You’re essentially adding a smarter, more flexible layer on top of the tools you already use.

Full control over automation logic

Instead of being stuck with fixed templates, eesel AI gives you a workflow engine to build your own rules. You can define exactly how the AI should act based on your specific business needs. For example, you could build a workflow that solves that 3PL problem we mentioned. When a cancellation request comes in, the AI can cancel the order in Shopify, and then automatically ping your fulfillment center's system to stop the shipment. It can even leave an internal note in the Gorgias ticket to keep everyone in the loop. That’s how you automate the entire process, not just one piece of it.

Risk-free testing and simulation

This is a big one. Before eesel AI ever touches a live customer conversation, you can run it in a simulation mode on your past Gorgias tickets. This lets you see exactly how it would have handled real requests, gives you a solid forecast of your automation rate, and helps you spot any places you need to tweak the logic. It takes all the guesswork out of launching an AI agent.

Learns from your company's knowledge base

An AI is only as smart as the information it can access. eesel AI connects to more than just your helpdesk. You can train it on your internal wikis in Confluence, documents in Google Docs, and your entire ticket history. This gives it a much deeper understanding of your policies and products, so it can handle questions that go way beyond simple order edits.

Gorgias order editing from ticket pricing

To use Gorgias's AI, you'll need to know how their pricing works. It’s mostly based on your monthly "billable tickets," and the AI Agent is an add-on or included in higher-tier plans. The AI is priced per "automated interaction," which is important to keep in mind.

Here’s a summary of the Gorgias pricing plans:

(Pricing data is based on information from the official Gorgias pricing page and is subject to change.)

What's the best approach to Gorgias order editing from ticket for your team?

Gorgias's built-in feature for editing Shopify orders is a solid start. It absolutely helps reduce the amount of tab-switching your team has to do. But when you look at its AI for automation, you start to see the limitations: the templates are inflexible, it can't connect to your other systems, and there's no way to test it safely.

If you want to automate more than just the most basic requests, it makes sense to look at a more specialized AI platform. An AI agent like eesel AI doesn't replace Gorgias; it enhances it. You add a layer of automation that you can fully customize, allowing you to build workflows that connect to all your business tools, handle your company's specific rules, and be deployed without the anxiety. You get to keep the helpdesk you like and free up your team to focus on the customer conversations where they can make the biggest difference.

Get started with smarter Gorgias automation

Ready to see what a more flexible AI agent could do for your support team?

• Try eesel AI for free to connect your Gorgias account and start building.

• Book a demo with our team to see how you can create custom workflows for your specific needs.