Returns Meet Your Helpdesk: Exchange It Now Connects to Gorgias

Every support team knows the question: "Where is my return?" Answering it usually means leaving the ticket, opening Shopify or your returns app, finding the order, checking the status, and coming back to type a reply. Multiply that by a busy returns season and it is a real tax on response times. Today we are closing that gap: Exchange It now connects directly to Gorgias, so return status lives right inside the ticket your agent is already looking at.

This is our first helpdesk integration, and it works in both directions. Returns flow out of Exchange It and into Gorgias as ticket activity, and your customers' live return context flows back into Gorgias so agents can see it without switching tabs.

What is new

Exchange It can now talk to your Gorgias account. When a return moves through its lifecycle, Exchange It can open or update a Gorgias ticket for it, and inside any ticket your agents get a sidebar widget showing that customer's current return status. It is a bring-your-own-account connection: you link your own Gorgias workspace, and nothing leaves Exchange It until you turn it on.

The simplest way to think about it: the place your team already answers customers now knows about returns, automatically. No more hopping between tools to piece together where a return stands.

How it works

You will find the new controls at Integrations > Helpdesk > Gorgias. Setup has two halves, outbound and inbound:

1. Turn on Enable Gorgias connector, then connect your account with your Gorgias subdomain, the account email your API key belongs to, and your REST API key. The key is stored encrypted and shown masked afterward.
2. Choose what each return event does in Gorgias. For every lifecycle event, pick Create a ticket, Append a message to the existing ticket, or Off, so the sync matches how your team already works.
3. To show return status inside tickets, copy your issued widget key and add the return-context widget in Gorgias. Agents then see live status in the sidebar of any ticket.

Browse the help center for the full walkthrough, which we are publishing alongside this release.

What you can do

Once Gorgias is connected, returns and support stop living in separate tools:

• Sync every return event to the ticket. Requested, approved, declined, inspected, resolved, and cancelled can each create a ticket or append a message, so the helpdesk has a running record of the return without anyone copying it over.
• See return status without leaving Gorgias. The sidebar widget pulls the customer's live return context into the ticket, so an agent answers "where is my return?" in one glance instead of five clicks.
• Tune it to your workflow. Because every event is configurable per action, you decide which moments deserve a new ticket, which just need a note, and which to ignore entirely.

Nothing changes for returns you have already processed, and the connector only acts on the events you switch on. You can turn it on for a single event to try it, then expand from there.

Built to be safe

• Your API key stays encrypted. The Gorgias REST key is encrypted the moment you save, shown masked from then on, and never sent back to the browser. To rotate it, clear the field, paste the new key, and save again.
• You stay in control. The connection uses your own Gorgias account and only the events you enable, so nothing syncs until you say so.

Availability

The Gorgias connector is part of the Standard plan and up. On the Starter plan you will see an option to upgrade in its place. If you are already on Standard or Advanced, Gorgias is live for you now at no extra cost.

Get started

Open Integrations > Helpdesk > Gorgias, enable the connector, and paste your Gorgias subdomain, account email, and REST API key. Pick what each return event should do, add the sidebar widget with your widget key, and your support team will see returns the moment the next ticket comes in.

Gorgias is the latest in a steady run of integrations, following our shipping-label providers like Starshipit and a read-only AI assistant for your store. New to Exchange It? Install it from the Shopify App Store to see everything it can do.