Gorgias

Supercharge Your Support Team with Gorgias + Order Editing

Customer support teams spend countless hours handling simple order modification requests. With the Gorgias + Order Editing integration, you give agents complete visibility into customer self-service actions while dramatically reducing the tickets that require human intervention.

How the Integration Works

Order Editing data appears directly in your Gorgias sidebar whenever an agent opens a ticket:

Information Displayed

• Edit window status: Is this order still editable?
• Edit history: What changes has the customer already made?
• Available actions: What can still be modified?
• Time remaining: How long until the edit window closes?

This context transforms how agents handle order-related inquiries.

The Support Experience, Transformed

Before Order Editing + Gorgias

A customer emails: "Can I add another item to my order?"

The agent must:

1. Look up the order in Shopify
2. Check if it's been fulfilled
3. Contact the warehouse to see if it's been picked
4. Manually add the item if possible
5. Process payment for the addition
6. Update the customer

Average handling time: 12 minutes

After Order Editing + Gorgias

The same email arrives. The agent immediately sees:

• The order is still in its edit window
• The customer hasn't made any changes yet
• Self-service editing is available

The agent responds with a single click, sending the customer their edit link.

Average handling time: 45 seconds

Key Benefits for Support Teams

1. Instant Context, Zero Tab-Switching

Agents see everything they need without leaving Gorgias. No more juggling between Shopify admin, 3PL portals, and email threads. All order edit information is right where agents work.

2. Proactive Customer Communication

When agents see a customer has started editing but hasn't completed their changes, they can proactively reach out:

"Hi! We noticed you started making changes to your order but didn't complete them. Here's your edit link in case you still want to make modifications. Your edit window closes in 2 hours."

This proactive approach prevents future tickets and delights customers.

3. Smart Ticket Deflection

Configure Gorgias macros that automatically:

• Detect order-related inquiries
• Check if the order is still editable
• Send the self-service edit link
• Tag the ticket for tracking

Result: 70% of order modification requests resolved without agent involvement.

4. Complete Edit Audit Trail

When customers contact support after editing their order, agents can see exactly what was changed, when, and by whom. This eliminates confusion and speeds resolution for any follow-up questions.

Real Results from Gorgias + Order Editing

Lazy Oaf (Fashion Brand)

• 73% reduction in order modification tickets
• 9 minutes saved per ticket that required agent handling
• 4.8/5 CSAT score on edit-related interactions (up from 4.1)

Supplements Brand (Anonymous)

• $42,000 saved annually in support labor costs
• 24/7 self-service eliminated after-hours escalations
• First response time improved by 34% across all tickets

Home Goods Retailer

• 5,200 tickets deflected in first quarter
• Support team reduced from 8 to 5 agents
• Focus shifted to high-value customer interactions

Setting Up the Integration

The Gorgias integration is included with every Order Editing plan:

1. Connect Gorgias in Order Editing settings
2. Configure the sidebar widget to show the data you need
3. Create macros for common edit-related responses
4. Train agents on the new workflow (takes about 15 minutes)

Most teams are fully operational within a day.

Advanced Gorgias Workflows

Auto-Tagging for Analytics

Automatically tag tickets based on edit status:

• edit-window-open - Order can still be modified
• edit-completed - Customer already made changes
• edit-window-closed - Too late for modifications
• edit-link-sent - Agent provided self-service link

Use these tags to measure ticket deflection and agent performance.

Rules-Based Automation

Create Gorgias rules that:

• Auto-close tickets when customer completes self-service edit
• Escalate tickets where edit window is about to close
• Route complex edit requests to specialized agents
• Send satisfaction surveys after edit-related interactions

Integration with Help Center

Link Order Editing documentation in your Gorgias Help Center:

• "How do I edit my order?" articles
• Video tutorials for self-service editing
• FAQ about what can and can't be modified

Why Support Leaders Choose This Integration

"Before Order Editing, 40% of our tickets were simple order changes. Now customers handle those themselves, and my team focuses on the conversations that actually need human expertise."

— Head of CX, Fashion Brand

The Gorgias + Order Editing integration isn't just about efficiency—it's about elevating your support team from order processors to customer experience champions.