Shopify Integration: Zendesk Vs Gorgias


If you’re an ecommerce company using Shopify, you’re probably constantly looking up order information there to respond to customers.

If you’re an ecommerce company using Shopify, you’re probably constantly looking up order information there to respond to customers.

We’ve just added a Shopify integration to Gorgias, and we’d like to share how it compares to the Shopify integration in Zendesk.

Choose the customer data you want to display

When you respond to customers, you need to look up two things in Shopify:

  • The customer profile: the total amount spent, the billing address, etc.
  • The last orders: its amount, delivery status, etc.

Both Zendesk and Gorgias display this in a sidebar:

Zendesk vs Gorgias: sidebar

The main difference on our side is that you can completely customize this sidebar. You can drag & drop all data points available in Shopify, like the discounted amount of an order, and display it your sidebar.

Drag & drop the Shopify data you want to display in your sidebar

You can also display information from other tools in the sidebar, like the last payments of this user on Stripe, or the delivery logs from Shipstation.

Take actions on your orders

The other big difference with Zendesk is the fact that you can take actions on your orders in Shopify without leaving the ticket. You can use all the actions available in the Shopify API, like editing an order, giving a credit, etc.

For instance, let’s imagine you want to refund an order. In this case, you can create a refund macro which will contain both a canned response to the customer and the refund action on Shopify. When you insert this macro, you can choose how much you want to refund, and customize the text. That’s it. No need to take additional actions.

Refund a customer from Gorgias itself

If you’d like to see our Shopify integration in action, create your account on Gorgias!

Special thanks to our friends at Gorgias for their insights on this topic.

About the author

Steve Hutt

Steve has entrepreneurship in his DNA, starting in the early days of online commerce when he achieved Power Seller status through his eBay store. This propelled him to become a co-founder of VisionPros.com, a contact lens and eyewear retailer. With a successful exit from his startup, he embarked on his next journey into agency work in e-commerce and digital strategy.

Currently, Steve is a Senior Merchant Success Manager at Shopify Plus, where he helps identify, navigate, and accelerate growth in the complex world of commerce.

To maintain his competitive edge, Steve also hosts the eCommerce Fastlane Podcast and Shopify Founder Stories, a top-rated twice-weekly podcast where he interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, to help Shopify brands improve efficiencies, grow revenue, profit, and lifetime customer loyalty.

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