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Gorgias

Send every Shopify event to Gorgias, server-side

Q: How do I check that Shopify events are reaching Gorgias?

Open Gorgias › open any ticket. The customer sidebar should show the full order history rather than a single order.

Q: Will a customer be asked twice about one order?

No. One purchase, one request, even when the order is amended.

Q: Do I need a developer to connect Shopify to Gorgias?

No. Shopify connects as an app install with no theme edits, and most brands are live in under 20 minutes. Headless storefronts add the Upstack Pixel script instead of the theme app extension.

Each event is resolved to a person against a 750M+ device graph before it reaches Gorgias, so every touchpoint lands against one customer, not a fragment of one.

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4.6 out of 5 from 36 reviews on the Shopify App Store

US device IDs in the graph: 750M+
Match rate on events: 90%+
Identity window, per customer: Lifetime
Most brands are live: <20 min

How it flows

How a Shopify event reaches Gorgias. Captured on the server, resolved to a person, then sent.

01 Capture

Captured from Shopify

One Upstack app setup that captures Shopify storefront and checkout events with the Upstack Pixel, records every order directly from Shopify, and forwards both to every tool you spend on.

See the Shopify integration

ShopifyWhat it sends

order_idShopify order and checkout token
email / phonecustomer contact from checkout
customer_idShopify customer record, if they have one
line_itemsproducts, variants and quantities
total / subtotal / discountorder economics

02 Understand

Resolved to one person before it leaves

Every Shopify event is matched against a 750M+ device graph, so a phone browse and a desktop checkout resolve to one customer rather than two strangers.

How resolution works

Resolved before it is sent

IdentityMatched against a 750M+ device graph, so a phone browse and a desktop checkout resolve to one customer.
customer_typeNew or returning, resolved before send.
DeduplicationOne purchase, one request, even when the order is amended.
Bot and fraud filteringFraudulent orders never enter the request queue.

Post-purchase timing is the whole product. These controls exist so requests go to the right person at the right point.

03 Activate

Delivered to Gorgias

Give support the resolved customer: every order and touchpoint attached to one profile.

See the Gorgias integration

GorgiasWhat it receives

email / phonematch the ticket to a customer
order historygive the agent context
external_idone profile, not three

The catch

A Shopify customer record only exists if the shopper made an account.

Guest checkouts, which are most of them, arrive as a fresh person every time, so the same buyer accumulates three records and none of them has the full history.

Where to check in GorgiasDelivery you can audit

Gorgias open any ticket

The customer sidebar should show the full order history rather than a single order.

What changes

What changes when Shopify feeds Gorgias. Two gains on the Gorgias side, two on the Shopify side.

Gorgias

Server-side delivery

Events reach Gorgias through its server API rather than the browser, so ad blockers and ITP don’t cost you conversions.

Gorgias

Identity-resolved events

Events sent to Gorgias carry the resolved customer whenever Upstack can identify one, matched against a 750M+ device graph.

Shopify

Orders recorded from Shopify itself

Purchases also reach Upstack directly from Shopify, about 10 minutes after the order, so an order still counts when an ad blocker stopped the pixel or the shopper closed the page.

Shopify

Recognize returning customers

Shopify customer IDs, emails and phones are matched against the graph, so repeat buyers are identified across devices.

Setup

Live in under 20 minutes.

App install, no theme edits and no developer.

Upstack dashboardExample

Shopify Data source Connected

Gorgias Destination Healthy

Read the full Gorgias setup guide

01

Connect Shopify

In the Upstack dashboard, open System, then Data Sources, and click Connect Shopify. Approve the install in your Shopify Admin: Upstack reads products, orders and customers, and writes only its own pixel.
02

Add the Gorgias destination

Under Destinations, add Gorgias. Every resolved Shopify event is then forwarded to it.
03

Check delivery to Gorgias

Trace any request back to the order and customer it came from.

FAQ

Questions about Shopify and Gorgias.

How do I check that Shopify events are reaching Gorgias?

Open Gorgias › open any ticket. The customer sidebar should show the full order history rather than a single order.

Will a customer be asked twice about one order?

No. One purchase, one request, even when the order is amended.

Do I need a developer to connect Shopify to Gorgias?

No. Shopify connects as an app install with no theme edits, and most brands are live in under 20 minutes. Headless storefronts add the Upstack Pixel script instead of the theme app extension.