Connect Onro with Gorgias to give your support team instant access to delivery information without leaving the Gorgias ticket sidebar. Once connected, agents can quickly view recent orders, check delivery statuses, open tracking links and shipment labels, and access the Onro Dispatcher directly from a customer conversation.
This guide explains how to connect your Onro account with Gorgias, how the integration works, and how to troubleshoot common issues.
What you'll be able to do
Once the integration is connected, support agents can access delivery information directly from the Gorgias ticket sidebar without switching back and forth to Onro.
The Onro widget lets agents:
View the five most recent orders for the connected Onro business
See each order's code, current status, type, delivery service, and creation date
Open the customer tracking page
Open the shipment label (when available)
Open the Onro Dispatcher for additional order details
Orders are displayed from newest to oldest. If no matching orders are found for the customer, the widget displays "No Onro orders found for this customer."
This makes it easier for support teams to answer common customer questions, such as:
Where is my order?
Has my parcel been picked up?
Is my order ready for pickup?
Has my delivery been completed?
Can you send me the tracking link?
Can you send me the shipment label?
Before you start
Before we begin, make sure you have the following requirements:
An active Gorgias account
Administrator access to your Gorgias workspace
Administrator access to the Onro Admin Center
Your Gorgias account URL
Your Gorgias account URL should look like https://yourcompany.gorgias.com and should not include additional paths such as /app, /tickets, or /settings.
How to set up the integration
Step 1: Create a Gorgias integration user in Onro
To create an integration user to connect with, follow the path below:
Admin Center → Settings → Integrations → Support.
Here you'll find all the available platform options you can integrate with. Select Gorgias from the list and click the New button.
Enter the following information :
Title: Enter a recognizable name, such as Gorgias Customer Support
Business: Select the customer account from the list whose orders should be available in Gorgias for support.
Gorgias Account URL: Enter the full URL of your Gorgias account.
Example: https://yourcompany.gorgias.com
Click Submit.
The integration only provides access to orders belonging to the selected Onro business.
If you want to provide support to more than one customer, you can repeat this step and select another business customer account.
Step 2: Connect your Gorgias account
Now, from the same location (Admin Center → Settings → Integrations → Support→ Gorgias ), find the integration user you just created, and click the Connect button.
You will be redirected to your Gorgias account(Log in to Gorgias if required), review the requested permissions, and approve the connection.
After approval, Onro automatically:
Connects the Gorgias workspace
Creates the Onro HTTP integration in Gorgias
Creates the Onro ticket-sidebar widget
Saves the connection securely
Redirects you back to Onro
If the integration is successful, the status will change to Connected.
The integration uses Gorgias OAuth authorization, and Onro automatically creates or updates the required Gorgias integration and widget. You do not need to create a widget or HTTP integration in Gorgias manually
Step 3: Open the Onro widget in Gorgias
Open your Gorgias workspace, navigate to the Inbox, and open an existing ticket. The Onro widget will appear in the right sidebar, where you can expand it whenever you need to view the information.
Whenever a ticket is opened, created, updated, or receives a new message, Gorgias will request the latest information from Onro.
You can then view the customer's latest orders, their statuses, order details, tracking links, and shipment label links directly in the Onro widget.
Working with the Onro Widget
View recent orders
The Onro widget shows up to five recent orders for the Onro business connected through the integration user.
Orders are sorted from newest to oldest.
Each order can display:
● Order code
● Current status
● Order type
● Delivery service
● Creation date
● Tracking link
● Shipment label
When there are no available orders for the connected customer account, the widget displays: No Onro orders found for this customer. The widget does not show empty order cards or unavailable links.
Expand an order
Click the arrow next to an order to expand its details. The expanded section shows the following information:
Type
The Onro order type, for example: Pickup & Delivery, On-demand, Pickup Only, Delivery Only
Service
The delivery service selected for the order.
Created
The date and time when the order was created.
Track an order
Click Track order to open the customer-facing Onro tracking page in a new browser tab. The tracking button is only available when the order has a tracking URL.
Open the shipment label
Click Shipment label to open the order’s shipment label in a new browser tab. The shipment-label option is only available when Onro has generated a label for the order.
Open Onro
Click Open Onro at the top of the widget to open the Onro Dispatcher. This is useful when an agent needs to review more orders or access additional operational details.
Good to know
ℹ️The integration is read-only
The Gorgias integration allows agents to view delivery information, but it does not allow them to:
● Create orders
● Change an order status
● Edit addresses
● Assign drivers
● Change pricing
● Update payment information
● Reschedule a delivery
ℹ️Only recent orders are displayed
The Gorgias sidebar shows a maximum of five recent orders to keep the widget clear and easy to use. To view the complete order history, click Open Onro.
ℹ️Orders are limited to the selected business customer account in Onro
The integration user determines which Onro customer account is connected. Agents only see orders belonging to that selected business.
ℹ️The connection is shared in the Gorgias workspace
After an administrator completes the connection, other authorized agents in the same Gorgias workspace can use the Onro widget. They do not need to connect their individual Gorgias accounts separately.
How to disconnect Onro from Gorgias
To disconnect the integration in Onro, navigate to the Admin Center and follow the path below:
Settings → Integrations → Support → Gorgias
Open the connected integration user and click on the Disconnect button.
Disconnecting clears the saved Gorgias OAuth connection and removes the related Onro integration and widget from Gorgias, but it does not delete your Onro orders or the Onro customer's business account, and you can reconnect later.
How to uninstall the app from Gorgias
You can also remove the app directly from your Gorgias workspace by navigating to your Gorgias workspace→ Settings → Apps → Installed apps.
On the apps list page, open Onro, select Revoke or Uninstall, and confirm the removal.
The uninstall process removes the related Gorgias integration and widget and clears the saved Onro connection.
Troubleshooting
⛔The Onro widget does not appear
What to check:
The OAuth connection completed successfully
The Gorgias integration user is connected in Onro
You are opening an existing Gorgias ticket
The Onro widget is enabled under Edit widgets
You are logged in to the correct Gorgias workspace
Refresh the ticket after confirming these settings.
⛔The widget says "Onro is not connected"
The saved OAuth connection may be missing, expired, or disconnected.
What to do:
Go to Onro Admin Center → Settings → Integrations → Support → Gorgias.
Open the integration user and connect it again, and Onro automatically refreshes expired access tokens when a valid refresh token is available
⛔No orders are displayed
What to check:
The correct Onro business was selected in the integration user
The selected business has existing orders
The integration user is active
The Gorgias account URL is correct
The Onro connection is still active
Also, note that the widget displays the five newest orders available for the business connected to that integration user.
⛔The Track order link is missing
The link is only displayed when the order has a tracking URL.
It may be unavailable when:
The order is still in an early stage
Tracking has not been generated
The order was cancelled early
Tracking is disabled for that business
⛔The Shipment label link is missing
The shipment-label link only appears when Onro has generated a shipment label for the order. Not every order requires a shipment label.
⛔The wrong Gorgias workspace opens during connection
Check the Gorgias Account URL in the Onro integration user. It must match the workspace you want to connect.
Example:
Disconnect the integration, correct the URL, and connect again.
⛔Duplicate Onro widgets appear
This can happen when older test integrations remain in the Gorgias workspace.
Disconnect and reconnect the current integration. If duplicates remain, remove the old Onro HTTP integrations and widgets from your Gorgias workspace settings.
The current integration workflow checks for an existing Onro integration and updates it instead of intentionally creating another one.
Frequently asked questions
Can multiple Gorgias agents use the integration?
Can multiple Gorgias agents use the integration?
Yes. Once an administrator connects Onro, authorized agents in the same Gorgias workspace can use the sidebar widget.
Can agents search for an order manually?
Can agents search for an order manually?
The current version automatically displays the latest orders for the connected Onro business. It does not include a manual order-code input inside the Gorgias sidebar. Agents can click Open Onro to search the full order list in the Onro Dispatcher.
Can we connect more than one Onro business?
Can we connect more than one Onro business?
Each Gorgias integration user is associated with one Onro business. To connect another business, create a separate Gorgias integration user in Onro and select the required business. Depending on your setup, a separate Gorgias workspace or app installation may be required to keep each connection isolated.
Does Onro store the Gorgias password?
Does Onro store the Gorgias password?
No. The connection uses OAuth authorization. Onro receives access and refresh tokens but does not receive or store the user’s Gorgias password.
What happens when the Gorgias access token expires?
What happens when the Gorgias access token expires?
Onro uses the saved refresh token to request a new access token automatically. If the refresh token is no longer valid, reconnect the integration.
Does disconnecting delete orders?
Does disconnecting delete orders?
No. Disconnecting only removes the connection between Onro and Gorgias. It does not delete Onro orders, customers, drivers, or business information.