A complete guide to the Gorgias ShipStation integration

If you're running an ecommerce store, you’re probably already familiar with Gorgias and ShipStation. They’re the gold standard for handling customer support and order fulfillment. Connecting them is a smart move to help your team manage "Where Is My Order?" (WISMO) tickets efficiently.

The Gorgias ShipStation integration provides a solid foundation for your support workflow. It brings essential data together, allowing your team to work more effectively within a single interface.

This guide will walk you through what the standard integration offers, explain how to maximize its value, and show you how a unified AI-powered workflow can further enhance your shipping support. We’re talking about moving toward a system where many tickets can be resolved smoothly, often without an agent needing to manualy intervene.

What are Gorgias and ShipStation?

Before we get into the details of the integration, let's do a quick refresher on why these two platforms are leaders in the ecommerce world.

What is Gorgias?

Gorgias is a premier helpdesk built specifically for ecommerce brands. It pulls all your customer conversations from email, chat, social media, and phone calls into one professional dashboard. The platform's strength lies in its direct connection to tools like Shopify, which lets your agents see a customer's entire order history and handle tasks like issuing refunds directly from the ticket. It’s a mature, reliable platform designed to make customer service a growth engine.

What is ShipStation?

ShipStation is a powerful engine that handles everything after a customer clicks "buy." It’s a leading shipping and fulfillment software that connects to virtually every marketplace or shopping cart to manage orders. From there, you can handle the post-purchase journey: finding carrier rates, printing labels at scale, and sending automated tracking updates. It is a trusted tool for taking the logistical complexity out of getting products to customers.

The native Gorgias ShipStation integration: A powerful foundation

For most support teams, connecting Gorgias and ShipStation directly is a priority. This integration gives agents immediate context so they can stay focused in one tab.

How the basic Gorgias ShipStation connection works

According to ShipStation's documentation, setting up the native integration is straightforward. Once active, it pulls shipping information from ShipStation and displays it in a convenient widget in the Gorgias sidebar. Your agents can see important details like:

• The order number
• The current tracking status
• The shipping method used

The goal is to provide a comprehensive view: when a customer asks about their order, the agent can quickly glance at the sidebar for an update. This saves valuable time on every ticket, which is essential during peak periods. Gorgias's own AI Agent can also leverage this data for core tasks, such as answering common WISMO questions or updating shipping addresses when appropriate.

Enhancing your Gorgias ShipStation setup for complex workflows

While the native widget is incredibly helpful for standard support, some teams may want to build even more advanced workflows to handle unique business needs.

1. Connecting additional knowledge sources The native integration focuses on Gorgias and ShipStation data. For more complex queries - such as those involving specific internal policies stored in Google Docs or product specs in Confluence - you can enhance your setup by connecting these additional sources. This ensures that whether the data is in your helpdesk or an internal document, the right information is always at hand.

2. Building highly customized logic Gorgias provides excellent standard actions. For teams with very specific operational rules - like tagging tickets for a logistics manager only when a specific delivery status is reached alongside a certain customer tier - you can use Gorgias's flexible API or complementary tools to build these tailored paths.

3. Managing pricing and scalability in 2026 The Gorgias AI Agent uses a resolution-based pricing model, which is designed to scale with your success. For brands looking for additional pricing options, such as flat-fee models for specific automation needs, complementary tools like eesel AI can provide an alternative that works alongside your Gorgias setup to keep costs predictable as you grow.

This holistic approach ensures that your company’s knowledge isn't siloed. By integrating your help center, shipping data, and internal policies, you create a seamless experience for both your agents and your customers.

A complementary approach: A unified AI for your Gorgias ShipStation integration

Advanced automation is about giving an AI the ability to use information from your entire business to solve a problem. This is where an external AI platform like eesel AI can serve as a valuable companion. It plugs into the tools you already use, acting as a central resource that enhances your existing support system.

Unify all your Gorgias ShipStation knowledge

A helpful AI agent performs best when it can access every resource your team has. By using a tool like eesel AI, you can connect it to your Gorgias helpdesk to learn from past interactions while also tapping into other sources of truth:

• ShipStation: For real-time order status via API.
• Your knowledge base: Including your public help center or internal Confluence spaces.
• Internal documents: Like Google Docs, PDFs, or spreadsheets containing specific shipping policies.
• Shopify: To look up product details or customer profiles.

With this unified setup, a complex question - like a package marked "delivered" that hasn't arrived - can be handled smoothly. The AI checks ShipStation for status and consults your internal policy documents to provide the customer with accurate next steps, all within the Gorgias ecosystem.

Gain additional control with customizable workflows

A flexible platform like eesel AI allows you to build workflows that perfectly match your team's style. You can decide exactly which tickets the AI assists with and how it handles them.

• Scale automation at your pace: Start by letting the AI handle basic WISMO tickets and have it route more complex issues to your experienced agents. As you see the benefits, you can expand its role to include return requests or address updates.
• Define your brand voice: You can use a simple prompt editor to ensure the AI's tone matches your brand. You can set it to be empathetic, professional, or more casual depending on the situation.
• Configure custom actions: Move beyond text replies by configuring the AI to make API calls to ShipStation, update ticket tags in Gorgias, or sync with other tools in your stack.

Test your setup and enjoy predictable pricing

Ensuring quality is key when introducing new automation. That's why eesel AI offers features that complement your Gorgias workspace:

1. Simulation mode: Test the AI on thousands of past tickets before it goes live. You’ll get a report on how it would have responded, allowing you to refine its knowledge and build confidence in its performance.
2. Flat-fee pricing: eesel AI offers a flat-fee model, providing a predictable cost structure that stays the same every month. This can be a great option for teams who want to supplement their Gorgias AI Agent with a fixed-cost automation layer in 2026.

Here is a look at how these options work together:

Feature	Native Gorgias + ShipStation	eesel AI + Gorgias + ShipStation
Primary Function	Displays shipping data and handles core automation	Acts as a complementary unified AI brain
Knowledge Sources	Focuses on Gorgias & ShipStation	Integrates Docs, Confluence, and more
Workflow Customization	Effective, pre-defined actions	Highly customizable, rule-based engine
Testing	Standard testing	Advanced simulation on historical tickets
Pricing Model	Resolution-based for proven results	Predictable, flat-rate options

Gorgias ShipStation: Streamline your support and automate with confidence

Connecting your Gorgias and ShipStation accounts is a fantastic step toward a more efficient support team. Gorgias is a mature, trusted platform that provides the infrastructure you need to succeed in 2026.

To further resolve shipping inquiries and free up your team for high-value tasks, you can leverage an AI that understands your specific policies and tools. By adding a platform like eesel AI to your Gorgias and ShipStation setup, you can create a powerful automation workflow that is easy to manage and test.

Ready to see how a connected AI agent can enhance your Gorgias workspace? Start a free trial of eesel AI and optimize your workflow today.