Gorgias PrestaShop Integration Documentation

Learn how to install, configure, update, and use the Gorgias integration module for your PrestaShop store (1.7.5 to 9.X versions)

With this module, you can connect your PrestaShop store with Gorgias, display customer and order information inside Gorgias tickets, use predefined macros, manage supported order actions, and add the Gorgias chat widget to your store.

Documentation contents

What does the Gorgias integration for PrestaShop do?

The Gorgias PrestaShop integration connects your PrestaShop store with your Gorgias account.

When a customer contacts you through Gorgias, the module can show useful PrestaShop information directly inside the ticket. This helps your support team answer faster without opening the PrestaShop Back Office every time.

Connect your PrestaShop store with Gorgias.
Display customer and order information inside Gorgias tickets.
View order totals, order status, customer details, addresses, products, and tracking references.
Use predefined PrestaShop macros in Gorgias.
Add the Gorgias chat widget to your PrestaShop store.
Perform supported order actions from Gorgias, such as refund, restock, or cancel.

Before you Start

Before installing or updating the module, make sure you have:

Important: if you are reinstalling or reconnecting the module and you have customized the PrestaShop macros in Gorgias, make a backup before continuing.

When the module is reconnected, the PrestaShop macros may be created again. If you changed the text of these macros manually in Gorgias, your custom changes may be lost.

  • An active PrestaShop store
  • A Gorgias account
  • Access to the PrestaShop back office
  • Permission to install or update modules
  • The correct module ZIP file for your PrestaShop version
  • A backup of your store before updating an existing installation
  • Your Gorgias account URL
Compatibility

The module is available for supported PrestaShop 1.7.5 to 9.X versions.

Before installing it, make sure you download the correct ZIP file for your PrestaShop version.

If you are not sure which version of PrestaShop you are using, go to your PrestaShop Back Office and check the version displayed in your administration panel.

Download the module

The Gorgias Integration for PrestaShop is now distributed directly by BlueAnt Solutions.

The module is no longer connected to your PrestaShop Addons account.

To install or update the module, download the latest ZIP file from our landing here, and upload it directly from your PrestaShop Back Office.

New installation

Use this option if you are installing the Gorgias Integration module for the first time.
Installation from the PrestaShop Back Office

After this, you can connect your PrestaShop store with your Gorgias account.

Manual installation by FTP

Use this option only if you cannot upload the ZIP file from the PrestaShop Back Office.

  • 1. Download the module ZIP file from our module landing here.
  • 2. Extract the ZIP file on your computer.
  • 3. Upload the module folder to the /modules folder of your PrestaShop installation.
  • 4. Go to your PrestaShop Back Office.
  • 5. Go to Modules > Module Manager.
  • 6. Search for Gorgias Integration.
  • 7. Click Install.
  • 8. Once installed, click Configure.

Updating from the previous PrestaShop Addons module

Use this option if you were already using the previous version of the Gorgias Integration module downloaded from PrestaShop Addons.

The new module works independently and is no longer connected to your PrestaShop Addons account.

This means you do not need to connect your store to PrestaShop Addons in order to install or update the module.

What changes with the new version?

The main change is the way the module is installed and updated.

Previously, the module could be installed or updated through PrestaShop Addons.

From now on, the module is distributed directly by BlueAnt Solutions.

This does not change the purpose of the integration. The module still connects your PrestaShop store with Gorgias and allows you to display customer and order information inside Gorgias tickets, use PrestaShop macros, manage supported order actions, and add the Gorgias chat widget to your store.

Before updating

Before installing the new version, review the following points:

Important: when the module is reconnected, the PrestaShop macros may be created again. If you changed the text of these macros manually in Gorgias, your custom changes may be lost.

How to update to the independent module

Once connected, the module will recreate the connection between your PrestaShop store and your Gorgias account.

Do I need my PrestaShop Addons account?

No. The new version of the module does not require your PrestaShop Addons account. You only need:

Will I lose my Gorgias connection?

After updating, you need to open the module configuration page and click Connect again.

This step is required so the module can confirm the connection between your PrestaShop store and your Gorgias account.

Will I lose my Gorgias connection?

No.

Updating the module does not delete your PrestaShop customers or orders.

The module reads information from your PrestaShop store and displays it inside Gorgias when needed.

Will my macros be affected?

They can be affected if the module recreates them during the connection process.

If you have edited the PrestaShop macros in Gorgias, copy your customized texts before updating or reconnecting the module.

After the update, review the macros in Gorgias and apply your changes again if needed.

Connect PrestaShop with Gorgias

After installing or updating the module, you need to connect your PrestaShop store with your Gorgias account.
Connection steps
  • 1. Log in to your PrestaShop Back Office.
  • 2. Go to Modules > Module Manager.
  • 3. Search for Gorgias Integration.
  • 4. Click Configure.
  • 5. Add your Gorgias account URL in the Gorgias URL field.
  • 6. Select the PrestaShop order status used for cancelled orders.
  • 7. Select the PrestaShop order status used for returned orders.
  • 8. Click Connect.

Once the connection is completed, the module will create or update the Gorgias app linked to your PrestaShop store.

If the app does not appear in Gorgias, return to the PrestaShop module configuration page and click Connect again.

Use this option only if you cannot upload the ZIP file from the PrestaShop Back Office.

Add the Gorgias chat widget

The module also allows you to add the Gorgias chat widget to your PrestaShop store. This means your customers can contact your support team directly from your website using the Gorgias chat.
How to add the chat widget
  • 1. Log in to your Gorgias account.
  • 2. Go to Settings > Channels > Chat.
  • 3. Open the chat channel you want to use.
  • 4. Go to the Installation tab.
  • 5. In the manual installation section, choose Any other website.
  • 6. Copy the chat installation script provided by Gorgias.
  • 7. Go back to the PrestaShop module configuration page.
  • 8. Paste the script into the Chat Script field.
  • 9. Click Connect.

Once this is done, the Gorgias chat widget will be added to your PrestaShop store.

If the chat does not appear

If the chat does not appear on your store, check the following:

  • The chat script was copied completely.
  • The script was pasted into the correct Chat Script field.
  • The module configuration was saved correctly.
  • The module is connected with your Gorgias account.
  • Your store cache has been cleared.
  • Your browser cache has been refreshed.

Information displayed in Gorgias tickets

When a customer contacts you through Gorgias, the module can display PrestaShop information directly inside the Gorgias ticket.

This allows your support team to review customer and order information without leaving Gorgias.

The module can display:

  • Customer name.
  • Customer email.
  • Whether the customer is registered or a guest.
  • Total number of orders.
  • Total order amount.
  • Order ID.
  • Order reference.
  • Order date.
  • Order status.
  • Store information, useful when more than one store is connected.
  • Products and quantities included in the order.
  • Shipping address.
  • Billing address.
  • Tracking reference, when available in PrestaShop.

The tracking reference is provided by PrestaShop. If you use a third-party shipping or tracking integration, the information displayed may depend on how that integration stores the tracking data in PrestaShop.

Initial synchronization

If you have tickets that were already open before installing the module, the PrestaShop information may not appear immediately.

To load the information, perform an action on the ticket. This triggers the integration and allows the module to fetch the customer and order data from PrestaShop.

This normally applies only to tickets that already existed before the module was installed.

Order actions available from Gorgias

The module allows your team to perform supported order actions directly from Gorgias.

The available actions are:

  • Refund
  • Restock
  • Cancel
Refund

The Refund action starts a refund process in PrestaShop.

This action does not refund money directly through your bank account or payment provider.

To use this action correctly, merchandise returns must be enabled in your PrestaShop store.

Restock

The Restock action processes a refund and, when the PrestaShop order status allows it, returns the products to your inventory.

In some cases, inventory may not be restored due to PrestaShop limitations or order status restrictions.

In some cases, inventory may not be restored due to PrestaShop limitations or order status restrictions.aIf this happens, Gorgias may display a generic error message.

Cancel

The Cancel action cancels the order in your PrestaShop store.

Before using this action, make sure your cancelled order status is correctly selected in the module configuration.

PrestaShop macros in Gorgias

The module creates predefined PrestaShop macros in your Gorgias account.

These macros help your support team reply faster to common order-related questions.

Where to find the macros

  • 1. Log in to your Gorgias account.
  • 2. Open the main dropdown menu.
  • 3. Go to Settings.
  • 4. In the left menu, select Macros.
  • 5. Look for the macros with the PrestaShop prefix.

These macros are created to help your team answer common questions related to orders, returns, cancellations, and customer support.

Important note about customized macros

If you edit the PrestaShop macros manually in Gorgias, make a backup of your custom text before reinstalling or reconnecting the module.

When the module reconnects, the macros may be created again and your manual changes may be overwritten.

Technical configuration for Apache and Nginx servers

In most cases, the module handles the required configuration automatically.

On Apache servers, the module can add the required authorization configuration to the .htaccess file.

If you have connection problems between PrestaShop and Gorgias, check that this line exists in your .htaccess file:

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

If the line is missing, add it at the end of the .htaccess file and save the file.

Nginx servers

If your store uses Nginx, this configuration must be added manually to your server configuration.

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

If you are not familiar with Apache, Nginx, .htaccess, or server configuration, contact your hosting provider or developer before changing these files.

Basic authentication for HTTP auth

The module includes basic authentication functionality for HTTP auth.

This is useful when your PrestaShop store is protected with a username and password at server level. This usually happens on staging stores, development stores, test environments, or private stores that are not publicly accessible yet.

If your store uses HTTP authentication, Gorgias may not be able to access the required PrestaShop information unless the correct credentials are added in the module configuration.

When do you need to use this option?

You need to use this option if your store asks for a username and password before loading the website. For example, you need it when:
  • Your store is protected with HTTP basic authentication.
  • Your store is in a staging or development environment.
  • Your store is private and not publicly accessible.
  • Gorgias cannot connect to your store because access is restricted.

If your store is public and does not ask for a username and password before loading, you can leave these fields empty.

How to configure HTTP auth

  • Go to your PrestaShop Back Office.
  • Open Modules > Module Manager.
  • Search for Gorgias Integration.
  • Click Configure.
  • Find the HTTP Auth or Basic Authentication fields.
  • Add the username used to access your protected store.
  • Add the password used to access your protected store.
  • Save the module configuration.
  • Click Connect again.

After saving these credentials, the module will use them when Gorgias needs to access your PrestaShop store.

Important security note

Only use this option when your store is protected with HTTP authentication.

Do not add your PrestaShop Back Office login details here.

These fields are only for the server-level username and password used to access a protected website.

Troubleshooting

The Gorgias app does not appear in my Gorgias account

Go back to the PrestaShop module configuration page and click Connect again.

The module will check the connection and recreate the app link if needed.

The customer or order information does not appear in Gorgias

Check the following:
  • The module is installed and enabled in PrestaShop.
  • The module is connected with your Gorgias account.
  • The customer exists in PrestaShop.
  • The customer has orders in PrestaShop.
  • The ticket was created after the module was installed.

If the ticket already existed before the module was installed, perform an action on the ticket to trigger the synchronization.

The chat widget does not appear on the store

Check the following:
  • The chat script was copied from Gorgias.
  • The full script was pasted into the Chat Script field.
  • The module configuration was saved.
  • The module is connected with Gorgias.
  • The PrestaShop cache has been cleared.

The refund action does not work

Make sure merchandise returns are enabled in your PrestaShop store. ("Merchandise Returns" under Customer Service > Merchandise Returns in PrestaShop).

The refund action starts the process in PrestaShop, but it does not send money back through your bank or payment provider.

The restock action does not restore inventory

This can happen depending on the PrestaShop order status and the way inventory is handled in your store.

If inventory is not restored, review the order manually in PrestaShop.

I deleted the app from Gorgias

If you deleted the Gorgias app or the HTTP integration from your Gorgias account, reconnect the module from PrestaShop.

Go to the module configuration page and click Connect again.

If the connection still does not work, remove the existing Gorgias app or HTTP integration from Gorgias and then reconnect the module from PrestaShop.

FAQ

How do I install the Gorgias app in my Gorgias account?
Do I need a PrestaShop Addons account?
I used the old module from PrestaShop Addons. What should I do?
Will updating the module delete my PrestaShop data?
Will updating the module delete my Gorgias macros?
What happens if I delete the module from my PrestaShop store?
Can I move the module to another PrestaShop store?
What happens if I exceed my Gorgias plan limits?
Can I use the chat widget without connecting the module?
Does the module process payments or refunds through my bank?

Need help?

If you need help installing, updating, or configuring the Gorgias Integration for PrestaShop, contact BlueAnt Solutions.

We can help you choose the correct module version, update from the previous PrestaShop Addons module, connect your store with Gorgias, and configure the chat widget.