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Felsőbalokány utca 4. 1.
Gorgias APP Documentation for the Official PrestaShop Integration
User guide
Current Prestashop Module version: Official Gorgias Integration (check here the documentation)
What you can find on this guide:
> Gorgias APP Installation (go there)
> Updating Your Prestashop Module and Gorgias App to the Latest and Free Version (go there)
> What does the PrestaShop APP do for you? (go there)
> Fixings issues - Removing APP from your Gorgias Account (go there)
APP Installation
In new moudle versions there is only one option to Install the Gorgias APP correctly, it's from your Prestshop Module:
Our Prestashop module automatically installs the application in your Gorgias account and in the new versions is the only available option.
If you have already installed our module on your PrestaShop site, you should have our Gorgias APP ready in your Gorgias account. To ensure it is properly configured, follow these steps:
1) Visit your Gorgias dashboard account: Log in to your Gorgias account and navigate to your dashboard.
2) Access Settings: In the dashboard, find and click on the "Settings" option.
3) Navigate to "My APPs": Look for the "My APPs" section in the Settings menu and click on it.
4) Check Installed Apps: You should find our Gorgias APP listed among your installed apps. If it's there, you've successfully integrated it with your PrestaShop site.
If you cannot find the application installed on the Gorgias dashboard, you should go back to your Prestashop module and click the "Connect"** button again.
Important Note for Second Installations/Reinstallations: If this is not the first time you are installing this module in your store and you are reinstalling it, you need to be aware that if you have changed the texts of the MACROS in your Gorgias account, you should make a backup as this new installation will delete the previous macros and install them again, removing any customization you have made.
Updating Your Prestashop Module and Gorgias App to the Latest and Free Version
We invite you to visit our page here and easily follow the simple steps to update your PrestaShop module and Gorgias app to the latest version. Starting from August 26th, 2024, the PrestaShop module is available free of charge, thanks to our Official Partnership. We’re excited to offer this benefit and make the update process as smooth as possible for you!
What does the PrestaShop APP do 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:
- Total Order Amount: The total value of orders placed by the customer.
- Order Total Count:: The total number of orders placed by the customer. your bank account).
Below this information, you will find a list of orders, displayed in light blue in the image. For example:
5 (KHWLILZLL)
For Each Order, the Following Information and Actions are Available:
Action Buttons:
- 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:
We hope that in future versions, with the help of the Gorgias and PrestaShop teams, we can address this issue to display a clearer error message.
- Cancel: This option cancels orders in your PrestaShop store.
Note: 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
In this new version, in addition to having all this information about the customer and their orders, we have added default macros that will help you automate responses to customers. For more information on how to use macros in Gorgias, you can visit their official documentation.
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.
Fixings issues - Removing APP from your Gorgias Account
If you are encountering problems when syncing your Prestashop data with your Gorgias account, it may be due to the Gorgias APP not being correctly synchronized with your Prestashop module. These steps will help you resolve this issue:
- From your Gorgias control panel, go to My Apps and there select our Application:
-Upon accessing it, click on the “Disconnect APP” button:
- Once disconnected, navigate to the main menu option “APP Store” > “HTTP integration” and there select the “Manage” tab, and in the line of our application “Prestashop” click on the arrow to enter the details:
- And look for the button at the bottom right of “Delete HTTP integration” and proceed to delete it.
In this way, we can create the app again from scratch using the “Option 1” of this same document.
