Official Gorgias Integration for PrestaShop - Documentation

PrestaShop Module compatible with 1.7.x - 8.1 versions

Coming soon new release compatible with 1.7.x - 9.X versions

Check the latest version and download from the: Prestashop Addons page

Official documentation available in:

Video installation guide:

What you will find in this guide

Installation Options and Steps

Note: If reinstalling the module, back up any custom macros in Gorgias, as they will be overwritten.

Note: After installing the module, please pay attention to the Apache/Nginx configuration instructions we have provided below these installation options, particularly if your server uses Nginx.

Option 1: Install via PrestaShop Addons Account

Connect your store to your Addons account and download the module directly.

Option 2: Upload via Back Office

  1. Go to Modules > Module Manager
  2. Click "Upload Module" in the top-right
  3. Select the .zip file
  4. Proceed to configuration (see steps below)

Option 3: Upload via FTP

  1. Extract the module files locally
  2. Upload to the /modules folder on your server
  3. Proceed with configuration from the back office

Intallation Steps:

1) Go to your Prestashop store's admin back office.

2) Navigating to the main left menu option Modules.

‍3) Opening a submenu called "Module Manager."

4) Locate Official Gorgias Integration - Helpdesk and click Install

  • Look for the module named "Official Gorgias Integration - Helpdesk"
  • Select the "Install" option to upload and install the module.

Note: If you do not have the ZipArchive component on your web server PHP, you must manually extract the "installPack.zip" in the administration folder via FTP.
‍

5) Once installed, select the option to configure the module.

6) If you don’t have the following modules installed you will need to click on the ‘Authorize and continue’ button so the module installs the required Prestashop modules:

  • ps_accounts
  • ps_eventbus
  • ps_mbo

7) You will access the back office where you can link your PS Addons account to the store (if you haven't already):

8) After you’ve linked your Prestashop account you will see the fields to connect your Prestashop with your Gorgias. From here, you only need to select which statuses in your store correspond to canceled and returned orders in the corresponding dropdowns, and finally, link the module with your Gorgias subscription by adding your Gorgias account URL in the “Gorgias URL” field.

Apache/Nginx Server Configuration

For Apache:

Ensure the following line exists in your .htaccess file (root directory):

SetEnvIf Authorization "(.*)" HTTP_AUTHORIZATION=$1

If not present, add it manually and save the file.

For Nginx:

‍Add this to your site configuration:

location / {    if ($http_authorization ~ "(.*)") {        set $http_authorization $1;    }}

Connecting to Gorgias

The module automatically installs the Gorgias APP during setup. To verify:

  1. Log in to your Gorgias dashboard

  2. Go to Settings > My Apps

  3. Locate the PrestaShop integration

If not listed, go back to the module in PrestaShop and click Connect.

What the Integration does for you

This app syncs order and user data between your PrestaShop store and your Gorgias account, and it also adds macros and variables to automate communication with customers. This means that when you receive a ticket from a user registered in your PrestaShop store, their data and orders will be visible on the right side of the ticket in Gorgias, enabling faster and more efficient customer service.

Initial Synchronization

If it’s the first time you’re using tickets with the app installed and you notice that no user or order data is synchronized, it’s likely because no event has triggered a data update yet. The solution is simple: perform any action on the ticket, which will trigger an event in our app and fetch the user’s data and their orders. This only happens with tickets that were already open before installing the app.

Features and information on your Gorgias Tickets from Prestashop:

Here’s an example of the information you can see in the Gorgias sidebar when reviewing communication with a specific customer:

Order and Customer data in Gorgias

  • Total Order Amount: The total value of orders placed by the customer.
  • Order Total Count: The total number of orders placed by the customer.

Below this information, you will find a list of orders, displayed in light blue in the image. For example:

5 (KHWLILZLL) > These data refer to the PrestaShop order ID (5) and the PrestaShop order reference code (KHWLILZLL).

Actions

For Each Order, the Following Information and Actions are Available:

 

- Refund: This action will initiate a refund (not synchronized with your bank account) in PrestaShop. Make sure you have this option enabled in your store for it to work correctly.

- Restock: Similar to the previous action, it processes a refund and, if the order status in PrestaShop allows, it will restock the items, returning them to inventory. Due to technical limitations, it is possible that this action may not restore inventory in some cases, and Gorgias will show a message like this:

 

- Cancel: This option cancels orders in your PrestaShop store.‍

Notification: From Prestashop API limitation, the order status update will work only:
- If the order has been shipped, then the available action will be return product.
- If the order has been paid but not shipped yet, then the available action will be standard refund.
- In all other cases, the available action is cancel product.

General Order Information:

  • Order ID
  • Order date
  • Order status
    - Store from which the order was received (useful if you have more than one store connected to your Gorgias account)
    - Total order amount
    - Customer ID in PrestaShop
    - Customer name
    - Customer email
    - Indication of whether the customer is registered or a guest
    - Carrier number or reference for tracking (this information is provided by default by PrestaShop and does not reflect integrations with third-party solutions).

- Shipping and billing address information

- Billing address information

- Products and quantities included in the order

Using Macros:

The module auto-generates Macros in your Gorgias account to streamline customer responses. To find them:

  • Go to Settings > Macros
  • Look for macros prefixed with PrestaShop

For more information on how to use macros in Gorgias, you can visit their official documentation here (https://docs.gorgias.com/en-US/articles/macros-18381).

Note: If you customize these macros, back them up before reinstalling the module to avoid losing changes.

To find the macros we’ve generated, go to your Gorgias Dashboard. In the top dropdown menu, select the “Settings” option. Then, in the right-hand menu, select “Macros.” This will display a list of the macros available in your account. The ones related to PrestaShop orders are identified with the prefix “Prestashop” in their name.

For more information on how to manage your tickets in Gorgias, you can review their official documentation:
‍
‍https://www.gorgias.com/product/helpdesk

Important Notes:

Gorgias Subscription Limitation:

  • Your usage will be subject to your Gorgias subscription limitations, including the number of tickets you can open monthly and associated costs.
  • If you can't find the app installed in your Gorgias dashboard, go back to your Prestashop module and click the 'Connect' button again."

Troubleshooting and Reinstallation

Issues with APP Not Syncing:

  • Go to My Apps in Gorgias
  • Select the PrestaShop APP and click Disconnect/li>
  • Go to App Store > HTTP Integrations > Manage, then click Delete HTTP Integration
  • Return to PrestaShop and click Connect again

Reinstalling the Module:

  • Reinstalling will delete and recreate macros
  • Always back up any changes you've made to the macros manually

F.A.Q.

1How do I install the Gorgias APP manually?
You don't. Install the PrestaShop module, and it handles Gorgias APP setup.
2 What if I delete the APP from Gorgias?
Go to the PrestaShop module and click Connect again. The app will be reinstalled.
3Will reinstalling remove my customized macros?
Yes. Make a backup before reinstalling.
4Can I transfer the module to another store/domain?
No. Each license is domain-specific.
5What if I exceed my Gorgias ticket limits?
Contact Gorgias directly for plan upgrades.
6Refund action doesn’t work. Why?
Enable "Merchandise Returns" under Customer Service > Merchandise Returns in PrestaShop.

New Features v.2.0.2

Gorgias Chat Integration

You can now integrate the Gorgias chat widget directly into your PrestaShop store.

How to set it up:

  • Copy the installation script from your Gorgias account.
  • Paste the code into the Chat Script field in the module.
  • Click the Connect button to complete the integration.

Once connected, the chat widget will automatically appear for customers on your store.

Where to find the chat script in Gorgias:

  • In your Gorgias dashboard, go to the sidebar menu: Settings > Channels > Chat
  • In the Manual Installation section, choose the option Any other website
  • Copy the code from step 3 and paste it into the PrestaShop module.

Basic authentication functionality for HTTP auth

If your store is protected by basic authentication (username and password), you can now test the PrestaShop widget directly inside Gorgias tickets.

To activate it:

  • Enter your username and password in the corresponding fields of the module.
  • Click the Connect button to validate the access.

This feature allows you to preview the widget even if your site is not publicly accessible.