Every order is a support ticket waiting to happen.
Where is it, can I change it, can I return it. We connect your Shopify store to your help desk, give customers a way to answer the easy questions themselves, and hand agents the order next to every ticket.
"Hi, I ordered the wrong size. Can I switch to a medium before it ships?"
Order actions inside the help desk. No second tab.
The six questions behind most Shopify tickets
What we do with Shopify
Shopify runs the store. We build the support operation around it: the help desk connection, the self-service, the automations, and the playbooks your agents use every day. We don't build themes or storefronts.
Help Desk Integration
Gorgias calls itself Shopify's only Premier Partner for CX, and it's where most of our Shopify work happens: the order sits next to the ticket, and agents refund, cancel, edit, or duplicate it without opening the Shopify admin. For Zendesk, Front, Freshdesk, and Intercom we set up their Shopify integrations and fill the gaps through Zapier (we're a Platinum Partner) and the Shopify API.
Order Ticket Playbooks
Where is my order, I want to return this, change my size, cancel before it ships, wrong address. Macros, rules, and AI agent guidance for the order questions that fill every Shopify queue, written against your real policies.
Customer Accounts and Self-Service
Shopify's customer accounts let shoppers track orders and start returns on their own. We configure them, link them from every notification and macro, and connect your returns app so the routine requests never become tickets.
Shopify Flow Automations
Flow runs trigger, condition, and action workflows inside Shopify. We build the ones support cares about: tag high-risk or VIP orders, open a ticket when a negative review lands, alert Slack when a fulfillment stalls, hold orders that need a human.
Audit and Optimization
Already live? We audit the help desk connection, notification emails, customer accounts setup, Flow workflows, app stack, and ticket mix, then hand you a prioritized list of what to fix first.
Training and Ongoing Support
Agents learn the order actions they can take from the help desk and the ones that belong in the Shopify admin. Many clients keep us on retainer for peak season prep, new app rollouts, and quarterly queue reviews.
Shopify vs Shopify Plus
Same platform. Different support problem.
What we build depends on the plan you're on and how many stores, channels, and customer types sit behind it.
Shopify
Basic, Grow, and AdvancedOne store, one team, one queue. The work is getting the basics connected so agents stop switching tabs.
- Help desk connected to Shopify with order actions inside the ticket
- Customer accounts set up for order tracking and self-serve returns
- Order notification emails rewritten so they answer questions before they're asked
- Shopify Flow workflows for tagging, holds, and Slack alerts
- Macros and AI guidance for the six order questions above
- Returns, shipping, and reviews apps connected to the help desk
Shopify Plus
Multi-store, B2B, and higher volumeMore stores, more channels, more exceptions. The work shifts to routing, scale, and keeping several teams on the same playbook.
- Expansion stores routed to the right team, language, and brand voice
- B2B orders, quotes, and invoices handled on a separate support path
- Checkout customizations reviewed for the tickets they create or prevent
- Flow at scale: risk, fraud, VIP, and fulfillment workflows across stores
- Replatforming support: help desk, macros, and history carried over cleanly
- Reporting by store and region so leadership sees where tickets come from
The cheapest ticket is the one nobody sends.
Shopify's customer accounts give each shopper a place to track orders and start a return on their own. Most stores leave them half set up, and the link is missing from the emails customers actually read.
We turn them on properly, connect your returns app, rewrite the order and shipping notifications, and put the self-service link in every macro, so tracking and return questions get answered before they reach the queue.
Workflows we build for support teams
Shopify lists Flow on the Basic, Grow, Advanced, and Plus plans.
The apps around the store
The Shopify App Store has thousands of apps. A handful of them shape your support queue. We connect each one to the help desk so agents see the subscription, the return, and the shipment next to the order.
Recharge
Subscriptions on Shopify's checkout. We connect the subscription to the ticket and configure the portal.
Loop Returns
Returns and exchanges that keep the revenue. We tie the return status into the help desk.
Klaviyo
Email, SMS, and customer data. We connect it to support so marketing knows who's mid-ticket.
Help Desk
Shipping and Reviews
Voice and SMS
Automation
Who this is for
Growing DTC Brands
The founder used to answer every email. Now there's a team, a help desk someone set up in a weekend, and a queue that doubles every peak season.
What that looks like
Gorgias connected to Shopify with order actions in the ticket. Customer accounts and notification emails doing the first round of answering. Macros for the order questions that repeat every day.
Multi-Store and International Brands
Expansion stores for new regions or brands, each with its own language, policies, and customers, and one support team trying to keep them straight.
What that looks like
Routing by store and language. Macros per region. One help desk view across stores so agents see the right order history. Reporting that splits ticket volume by store.
Brands Selling B2B and DTC
Wholesale buyers want quotes, invoices, and a named contact. Retail shoppers want tracking and returns. They shouldn't land in the same queue.
What that looks like
A separate support path for B2B customers. Tags and Flow rules that identify company accounts. Playbooks for quote, invoice, and reorder requests.
Our Process
How we work
Discovery
We map your Shopify plan, stores, apps, help desk, and current ticket mix, and read a sample of real tickets to see which ones a customer could have answered on their own.
Plan
Help desk integration map, self-service scope, Flow workflows, macro and AI guidance list, and a timeline that avoids your peak season.
Build
We do the configuration inside Shopify and your help desk: the integration, customer accounts, notifications, Flow, macros, rules, tags, and the app connections. Then we test with real orders.
Train and Launch
Agents learn which order actions to take from the help desk and when to escalate. We watch the queue closely for the first weeks so problems are caught early.
Ongoing Support
Peak season prep, new app rollouts, Flow updates, integration maintenance, and quarterly reviews of what's driving tickets.
Configuration
Notifications, customer accounts, order tags, and staff permissions.
Help desk
Gorgias first. Zendesk, Front, Freshdesk, and Intercom too.
App stack
Returns, subscriptions, shipping, reviews, and marketing.
Reporting
Ticket drivers by order status, product, and store.
Frequently asked questions
Ready to make your store easier to support?
Whether you're on your first help desk, running several stores on Plus, or moving to Shopify from another platform, we've done this before. Tell us about your store and your queue.
Let's Connect