Official Gorgias Integration Helpdesk

PrestaShop Module compatible with 1.7.x - 8.1 versions

Here you can donwload the official module: Prestashop Addons page

Here you can donwload the official documentation: Español aquí, English here

Video installation guide:

User installation guide

To install the module in your Prestashop store, you have three convenient options, and after that you need to follow the Installation Steps:
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**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.
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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: Connect your online store to your Addons account and download it from there.

For Options 2 and 3, you can download our free module from this URL: https://addons.prestashop.com/es/pago-tarjeta-carteras-digitales/46347-prestashop-checkout-built-with-paypal-.html

Option 2: Upload the .Zip file from your Prestashop back office by navigating to Modules > Modules and clicking the “Upload module” button in the top right corner:

Once uploaded, proceed to step 3 of the installation steps found below

Option 3: Upload the content to the server via FTP. First, extract the files and upload them to the [modules] folder via FTP, then follow all the steps.

Intallation Steps:

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

2) Navigating to the main left menu option Modules.

‍3) Opening a submenu called "Module Manager."

4) Uploading and Installing the Module:

• - 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.
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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.

9) During the installation, our module automatically adds specific configuration lines to the .htaccess file on Apache servers. This ensures the proper functioning of our module. The following lines are added:
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SetEnvIf Authorization "(.*)" HTTP_AUTHORIZATION=$1
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This line is crucial for handling the Authorization header and is automatically included if the .htaccess file exists. In case you have any issue on Gorgias APP, you should review if the line was correctly added to your .htaccess file manually following these steps:
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> Open your website's root directory by FTP.
> Locate the .htaccess file. If it does not exist, maybe your server use Nginx, then please read below about it.
> Verify that the following line is present:  
SetEnvIf Authorization "(.*)" HTTP_AUTHORIZATION=$1
>If the line is not present, add it to the end of the .htaccess file.
> Save the changes to the .htaccess file.

For Nginx servers, the equivalent configuration needs to be manually added to the Nginx configuration file. As our module currently focuses on Apache servers for automatic configuration, please follow the previously provided documentation for the Nginx equivalent:

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

Our module automatically installs the application in your Gorgias account, and you can see it in your active applications:

• - Access your Gorgias control panel 
• - Check in Settings > APP Store > My Apps

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.
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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.
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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.

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).
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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:‍

• - 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

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 here (https://docs.gorgias.com/en-US/articles/macros-18381).

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:
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‍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."

F.A.Q.

How do I install the APP on my Gorgias account?
First, you need to install our Prestashop module, please review this document. This module will create your app in your Gorgias account.

What happens if I delete my app from my Gorgias control panel? How do I reinstall it?
From our Prestashop module control panel, if you click the "Connect" button again, it will check if the application exists in Gorgias, so don't worry. We kindly ask that you do not install the application from Gorgias.

At this point, we must remind you that if you perform this action, any modifications you have made to the MACROS will be lost, and you will need to redo those modifications. A solution would be to back up these macros by copying them to a safe place from which you can later restore them.

What happens if I delete my module from my Prestashop store?
Nothing will happen because the module is associated with your account and your store, so when you reinstall it, it should work normally. Only you have to provide again all of the information and click on the “Connect” button. Additionally, our module will recreate the link with your application in Gorgias.

Can I transfer my module to another Prestashop store of mine?
When you subscribe, it's for a specific domain, so we can't transfer it. If you want to use it in a new store, you'll need to subscribe there.

What happens if I exceed the monthly ticket limits in my plan? 
Remember that Gorgias is an independent service, and this is something to be managed directly with Gorgias. There are different plans that adapt to your regular use.

What do I need to do to be able to use the Refund functionality in the widget?
You have to enable the merchandise returns in Prestashop from the main menu option Customer Service > Merchandise Returns > Enable returns. Here you can see the option on the image: