Gorgias#

The Gorgias integration creates a structured ticket in your Gorgias account whenever a customer submits a Resolve claim. Photos, affected items, order context, and the customer's resolution preference are attached automatically.

You can also embed a Resolve entry point directly in your Gorgias Help Center so customers start a claim from your support site.

What you need#

Before you start, gather:

Gorgias admin access — to create an API key.
Your Gorgias account domain — the hostname of your instance, e.g. yourbrand in https://yourbrand.gorgias.com.
An agent email address — the Gorgias user Karla will authenticate as. Must belong to an agent or admin with permission to create tickets.
A Gorgias API key — created under Settings → REST API.

Karla uses Basic authentication with your email as the username and the API key as the password (email:api_key). This is Gorgias's standard REST API auth pattern — not your account password.

Connect Gorgias for ticket creation#

1. Create an API key in Gorgias#

In Gorgias, open Settings → REST API and click Create API key.

Name it something recognizable — e.g. Karla Resolve Integration — and copy the key immediately.

Treat the API key like a password. Do not share it in email or chat — enter it only in the Karla portal.

The user associated with the API key must have permission to create tickets and access customer records. Admin or full agent roles work best.

2. Note your Gorgias endpoint#

Your Gorgias endpoint is the base URL of your account:

https://your-account.gorgias.com

Replace your-account with your actual Gorgias subdomain. Karla uses this to identify your Gorgias instance and route API calls to the correct account.

3. Connect Gorgias in the Karla portal#

In the Karla portal, navigate to Settings → Integrations and select Gorgias.

Enter the following:

Field	Value
Endpoint	Your Gorgias base URL, e.g. `https://yourbrand.gorgias.com`
Email	The agent email address Karla will authenticate as
API key	The key you created in step 1

Click Save. Karla validates the credentials against your Gorgias account using Basic authentication before storing them.

Once saved, toggle the integration on. New Resolve claims will create tickets in Gorgias automatically.

If you do not see Gorgias under Settings → Integrations, contact your account manager — the integration may need to be enabled for your shop first.

What Karla creates in Gorgias#

When a customer submits a Resolve claim, Karla opens a Gorgias ticket with:

Subject and message body mapped from the claim reason and customer notes.
Customer matched or created from the order email.
Tags and custom fields reflecting the Resolve flow type, resolution preference, and shipment phase (configured per shop).
Attachments — claim photos and signatures uploaded to the ticket.
Order and shipment context in the ticket body — order number, carrier, tracking number, affected line items.

Your agents see a complete ticket without looking up the order elsewhere.

Embed Resolve in your Help Center (optional)#

In addition to ticket creation, you can surface a Resolve entry point inside your Gorgias Help Center. Customers click a branded tile and are taken to the Resolve flow for your shop — pre-localized based on the Help Center language.

Supported Help Center languages: English, German, French, Spanish, Italian, Dutch, Danish, and Polish.

The Help Center embed is activated per domain. Send Karla the URLs where you want the Resolve tile to appear — for example your Help Center home page, contact page, or return-policy articles.

Karla whitelists those URLs before the widget goes live.

2. Add the Gorgias SDK to your Help Center#

Karla provides a script tag for your shop. Add it to your Gorgias Help Center custom code (typically under Settings → Help Center → Advanced or your theme's custom HTML/JS section):

<script
  src="https://gorgias-sdk.gokarla.io/latest/bundle.min.js"
  data-shop-slug="my-shop-slug"
></script>

Replace my-shop-slug with your Karla shop slug (find it in the portal under your shop profile).

When a customer clicks the tile, they are redirected to your Resolve flow at https://app.gokarla.io/resolve/{shop-slug}/finder, with the language taken from the Help Center URL.

Most merchants use both: the Help Center tile drives customers into Resolve self-service, and the native integration creates structured Gorgias tickets when they submit a claim. They complement each other — you do not need to pick one or the other.

Troubleshooting#

Authentication failed after saving

Confirm the email belongs to an active agent or admin in Gorgias.
Confirm the API key was copied in full — no leading or trailing spaces.
Confirm the key was created under Settings → REST API, not expired or revoked.
Basic auth uses email:api_key — your account password will not work.

Tickets not appearing

Confirm the integration toggle is enabled in the Karla portal.
Confirm Resolve is enabled and customers are submitting claims through an active Resolve flow.
Check that the agent email has permission to create tickets in Gorgias.

Wrong Gorgias account

Double-check the endpoint URL matches your account subdomain exactly — https://your-account.gorgias.com with no trailing path.

Help Center tile not showing

Confirm Karla has whitelisted your Help Center URLs.
Confirm the script tag includes the correct data-shop-slug.
Confirm the SDK script is present in your Help Center custom code and the page has been published.

Where to next#

Helpdesk integrations overview — other connection options.
Zendesk — native Zendesk integration setup.
Webhooks — push claim events to a custom endpoint instead.
Data processing — the full claim payload shape.
Integrate in your shop — embed Resolve on your storefront via the Browser SDK.