A complete guide to the Gorgias Shippo integration

If you're running support for an ecommerce store, you’ve been there. You log into Gorgias, and your queue is packed with the same question again and again: "Where is my order?" These WISMO tickets are just part of the deal, but they can bog down your team and pull them away from the trickier problems that actually help grow the business.

You're already using some great tools. Gorgias is a top-notch helpdesk built for ecommerce, and Shippo is a lifesaver for handling shipping with multiple carriers. It just makes sense that they should work together. In this guide, we'll walk through how to connect Gorgias and Shippo, look at why the common methods fall short, and show you a much better way to put those shipping questions on autopilot for good.

Understanding Gorgias

At its heart, Gorgias is a helpdesk built specifically for online stores. Think of it as the main hub for every conversation you have with a customer.

Its real strength is pulling everything into one spot. Instead of your agents hopping between email, live chat, and Instagram DMs, they see the entire customer story in one clean timeline. Gorgias also connects deeply with platforms like Shopify, so agents can check order histories, process refunds, and even make changes to an order without ever leaving their dashboard. It uses a combination of rules, pre-written responses (macros), and some AI to help teams handle repetitive stuff, answer faster, and deliver the kind of support that makes people want to buy from you again.

A screenshot of the Gorgias dashboard, illustrating its role in a Gorgias Shippo integration by showing customer data and tickets in one place.

Understanding Shippo

Shippo is shipping software that smooths out the whole fulfillment process for ecommerce companies. Its main purpose is to save you time and money when you're getting packages ready to send.

Basically, Shippo lets you see and compare shipping rates from dozens of carriers like USPS, UPS, and FedEx all at once, so you can pick the cheapest or fastest option for every order. It also makes printing shipping labels a breeze, letting you do hundreds at a time. On top of that, it provides you and your customers with real-time tracking and sends out automatic shipping updates. It’s all about making sure that post-purchase experience is as smooth as possible for you and your customers.

How to set up a Gorgias Shippo integration

So, how do you make these two work together? While you might be hoping for a simple app in the Gorgias marketplace, connecting Gorgias and Shippo usually means bringing in a third-party tool or getting a developer involved.

Here are the two most common ways people get it done.

Method 1: A no-code integration with Alloy Automation

The most popular option for teams without developers is to use a no-code automation platform like Alloy Automation. These tools work as a bridge between your apps, allowing you to set up simple "if this happens, then do that" workflows without writing a single line of code.

A typical setup might work like this:

1. Trigger: A package’s status is updated in Shippo (like "in transit" or "out for delivery").

2. Detection: Alloy picks up on this change.

3. Action: Alloy finds the corresponding ticket in Gorgias and drops an internal note with the latest tracking details.

This approach is fairly easy to get going, but it has a downside. You're now paying for and managing yet another tool, which adds a bit of cost and complexity to your setup.

Method 2: A custom integration with an API tool like Pipedream

If you’re lucky enough to have developers on your team, a more flexible route is using an API connector like Pipedream. This lets you connect the Gorgias and Shippo APIs directly to build a workflow that does exactly what you need it to.

This gives you a ton of control, but it's a big project. You need someone who can write and manage the code, and every time one of the APIs updates, it’ll mean more developer time to fix things. For most support teams, this just isn't a practical option.

The problem with standard Gorgias Shippo integrations

While both of these methods can pipe shipping data into Gorgias, they don't really fix the core issue. They're more like messengers than problem-solvers, and they often create a new set of headaches.

First off, there’s the extra cost and complexity. Whether it's another monthly bill for a tool like Alloy or the high cost of a developer’s time for a custom build, you’re adding to your expenses and creating one more thing that could potentially break.

More importantly, these workflows aren't actually autonomous. They can add an internal note to a ticket, which is nice, but what happens next? An agent still has to open that ticket, read the note, write a reply to the customer, and then close it. The part that takes up the most time, the manual work from your agent, is still there. All you've really done is automate a bit of copy-pasting.

Finally, these integrations aren't very smart. They just follow a rigid set of rules. They can't tell the difference between a customer casually asking, "Where's my stuff?" and someone saying, "Hey, can I get the tracking link for order #1234?" They just follow a script, which isn't clever enough to handle the many ways real people ask for help.

A better approach: Real automation with an AI agent

Instead of just pushing data around, what if you had a system that could actually understand shipping questions, find the answer, and resolve the ticket all by itself? That's what a dedicated AI platform like eesel AI brings to the table. It connects directly with your tools and does much more than simple rule-based automation.

Get your automation started in minutes

You can forget about complicated setups or waiting around for a developer. eesel AI offers a one-click integration with Gorgias that gets you going in minutes. You can connect your helpdesk and other tools without writing code or having to switch to a whole new platform. It’s designed to be completely self-serve, fitting right into the workflow your team already uses every day.

Use custom actions for live shipping information

This is where things get really interesting. Instead of just pushing old data into a ticket, an AI agent built with eesel AI uses "Custom Actions" to talk to your other tools in real-time. For a WISMO ticket, the process is simple:

The AI agent sees a shipping question come into Gorgias. It then uses a custom action to ping the Shippo API on the spot. It pulls the live, up-to-the-second shipping status, carrier info, and a tracking link. From there, it writes a friendly, personalized response using that fresh data, sends it to the customer, and closes the ticket.

The whole thing is handled from start to finish without anyone on your team having to lift a finger, freeing them up for more important conversations.

Test your automation before you go live

One of the biggest worries with automation is not knowing if it'll work right. eesel AI helps with that by giving you a powerful simulation mode. Before you ever let the AI talk to real customers, you can run it on thousands of your past Gorgias tickets. You'll get to see exactly how it would have answered real questions and get a clear picture of how many tickets it can automate for you. This lets you launch with confidence, knowing what you're going to get.

eesel AI's simulation mode lets you test your Gorgias Shippo automation on past tickets before going live.

Gorgias Shippo integration pricing

When you're thinking about cost, it helps to see the whole board.

• Gorgias: Gorgias’s pricing is based on how many "billable tickets" you handle. That means every single WISMO ticket an agent has to touch, even just to close it, adds to your bill.

• Shippo: Shippo's pricing is usually tied to how many shipping labels you print.

• Third-Party Tools: Platforms like Alloy mean another monthly subscription, and custom work with Pipedream is an ongoing developer expense.

• eesel AI: In contrast, eesel AI has straightforward pricing based on a set number of AI interactions each month. You’re not charged per ticket it solves, so you're not punished for being more efficient. Your costs are predictable and grow with your needs, not your ticket count.

Stop pushing data and start automating answers

Connecting Gorgias and Shippo is a no-brainer for any growing online store. But how you make that connection is what really counts. The old ways are often clunky, expensive, and only solve half the problem by leaving the real work for your agents.

Just adding tracking info to a ticket as an internal note doesn't help you scale because it doesn't actually lighten your team's workload. A true AI solution like eesel AI is the way to go. It doesn't just shuffle data around; it understands what a customer needs, fetches live information from tools like Shippo, and resolves tickets all on its own. It's the difference between giving your team another tool to juggle and actually giving them their time back.

Ready to stop answering the same shipping questions over and over? Integrate eesel AI with Gorgias and build an AI agent that connects to Shippo to automate WISMO tickets today.