One engine. Your helpdesk. Your store data.
Glassdesk works inside the helpdesk you already use, learns only from your own help center, and can read live Shopify order data to answer “where is my order?” with real tracking status. Here is how each platform connects, step by step — and the safety rails that apply on every one of them.
How the pieces fit
Three roles, one engine:
- Your helpdesk (Gorgias or Freshdesk) is where Glassdesk works — it drafts and answers inside the tickets you already have. No new inbox.
- Your help center is what it learns from. Every reply cites the exact passages it used, with a confidence score. It can’t invent policy.
- Your Shopify store (optional) is what makes order answers live — read-only access to order status, so “where is my order?” gets a real answer, not a template.
Every merchant runs on the same engine — a platform is a connector, not a fork. That’s why the safety rails below are identical everywhere.
Gorgias — install from the App Store
- Install from the Gorgias App Store. In Gorgias, open Settings → Apps → App store and install Glassdesk. Gorgias shows exactly which permissions you’re granting and makes the connection itself — you never paste an API key, and there’s no separate account to create.
- Point it at your knowledge. Paste your help-center URL, hand it your docs, or import your Zendesk knowledge base. Glassdesk crawls it, splits it into citable chunks, and indexes it.
- See your accuracy score first. Before going live, Glassdesk runs its published eval suite against your own knowledge base and shows you the score. Auto-send stays locked until you approve it.
- Start in shadow mode. Glassdesk drafts private internal notes on real tickets so your team can watch it work. Flip to auto-send when you trust it. Anything uncertain escalates to a human — it never guesses.
Glassdesk on the Gorgias App Store →
Freshdesk — connect in minutes (early access)
- Connect your Freshdesk. On the connect page, enter your Freshdesk subdomain and API key. New trial? Freshdesk ships API-key access switched off — enable it under Admin → Agents first. Glassdesk checks the key against your Freshdesk before going further. Also listed on the Freshworks Marketplace — reviewed and published by Freshworks.
- Add two automation rules. In Admin → Workflows → Automations, add a webhook rule under Ticket Creation and a second one under Ticket Updates for when the customer replies. The connect page gives you the exact URL, header and body to paste. The second rule matters: without it, Glassdesk answers the first message and never sees your customer’s reply.
- Same launch path as Gorgias. Add your help-center URL in the dashboard, read your accuracy report, watch it draft in shadow mode, then flip live when you’re ready.
Connect Glassdesk to Freshdesk →
Shopify — live order answers
- Connect your store from the Glassdesk dashboard. Click Connect Shopify and approve the grant on Shopify’s own screen — a standard OAuth flow requesting read-only order access. Glassdesk never writes to your store.
- Order questions get real answers. With the store connected, “where is my order?” is answered from the actual order — status, fulfillment, tracking — cited like everything else. See how order-status answers work.
- Disconnect any time. Removing the connection cuts off access immediately.
The same safety rails, on every platform
- Shadow mode first. Nothing reaches a customer until you flip auto-send on.
- Citations and a confidence score on every reply — you can see why it answered what it answered.
- Below the confidence threshold it escalates to your team with everything it found. It never guesses.
- Accuracy tested in public. The eval suite and scores are published — and run against your own knowledge base before launch.
One flat bill, whichever platform you connect
Pricing doesn’t change per integration: $79, $199 or $449 a month, published. Starter and Growth are hard-capped — the bill cannot exceed the sticker. Scale includes 3,000 resolutions, then $0.15 per resolution, published up front. Run your own numbers or compare with per-resolution pricing.
Questions
Do I need all three integrations?
No. One helpdesk — Gorgias or Freshdesk — is enough to start. The Shopify connection is optional: add it when you want answers to include live order status.
Can I switch helpdesks later?
Yes. Glassdesk is one engine behind every helpdesk connector, so your knowledge base, accuracy report and settings carry over — switching is configuration, not a migration.
Does the Shopify connection change anything in my store?
No. Glassdesk asks Shopify for read-only order access, approved by you on Shopify’s own OAuth screen. It reads order status to answer customers; it never writes to your store.