Gorgias

Give your support team every shopper's subscriptions inside the Gorgias ticket, with buttons to skip, pause, resume, cancel, reschedule, discount or send a payment update link.

When a shopper writes to you in Gorgias, Bonde shows their subscriptions in the ticket sidebar. Your agents can act on them from there, and every action lands on the subscription's timeline in Bonde with the ticket number. If you use Gorgias AI Agent, it can run the same actions on its own within the permissions you set; see Gorgias AI Agent.

Gorgias is included in Bonde Pro ($15 a month flat, no transaction fees).

Requirements

Bonde Pro
A Gorgias account, and a Gorgias user with admin access to connect it
Your Shopify store connected in Gorgias, so tickets carry the shopper's email

The sidebar and its buttons work with the Gorgias Helpdesk. AI Agent actions also need the Gorgias Automate subscription.

Connect Gorgias

Open the Gorgias page in Bonde

Go to Settings > Gorgias.

Enter your Gorgias account

Type your Gorgias subdomain, the part before .gorgias.com in your helpdesk address.

Connect

Click Connect Gorgias. Gorgias asks you to sign in and approve Bonde. You come back to Bonde when it is done.

Let Bonde set up your helpdesk

Bonde creates three things in your Gorgias account: an HTTP integration named Bonde Subscriptions, a ticket sidebar widget, and four macros. The status on the Gorgias page turns to Connected when it is done, usually within a minute.

Add the action buttons

The buttons live on the widget and are added once, in Gorgias. In Bonde, open the Sidebar buttons card and click Rotate on the Bonde Connect secret card first so you have a secret to paste. Then in Gorgias open Settings > Integrations, find the Bonde Subscriptions widget, choose Add button on the subscription card, and copy each button's method, URL, headers and fields from Bonde. Seven buttons, a few minutes.

Keep your secret

The Bonde Connect secret is shown once, when you click Rotate. Keep it somewhere safe; the buttons, AI Agent actions and any custom integration use it. The sidebar data itself does not need it; Bonde placed a secret in the integration it created.

Gorgias finds the shopper by the email on the ticket. The sidebar shows subscriptions only when that email matches the customer's email in Shopify.

What agents see

The sidebar shows one card per subscription the shopper has. Each card carries:

Status (Active, Paused, Cancelled)
The products, with quantities
Frequency, and the price per order
The next order date, or the resume date when paused
The payment method, and whether the last payment failed
An Open in Bonde link that opens the subscription in Bonde inside your Shopify admin

A shopper with no subscriptions gets no card, so the sidebar stays out of the way on ordinary tickets.

The buttons

Every button runs inside Gorgias and reports its result on the ticket. Where a button needs a value, Gorgias asks the agent for it before anything happens. The buttons are added in the Gorgias widget editor from the definitions on the Sidebar buttons card in Bonde (see Connect Gorgias).

Button	What it does	Asks for
Skip next order	Moves the next order forward by one billing interval. The shopper gets the skip confirmation email.	Nothing
Pause	Pauses the subscription. Nothing bills while it is paused.	A resume date, optional
Resume	Resumes a paused subscription. A past due date is advanced before billing restarts.	Nothing
Cancel	Cancels the subscription permanently and records the reason.	A reason, required
Reschedule	Moves the next order to a chosen date, between tomorrow and a year ahead.	The date
Apply discount	Adds a percentage or fixed discount to the next order, or to a number of orders.	The type, the value, and how many orders
Send payment update link	Gives the shopper a secure link, or an email, to update their payment method.	Nothing

A button that is turned off for support agents in Permissions returns a short message on the ticket and changes nothing.

Each action appears on the subscription's timeline in Bonde (Subscriptions > Contracts, then the contract) as taken by support, with the Gorgias ticket number, so you can always see who did what and why.

Macros

Bonde adds four macros to Gorgias, one for each of the most common replies:

Next order skipped
Subscription paused
Subscription cancelled
Payment update link sent

They fill in the shopper's subscription details from the sidebar data. Edit the wording in Gorgias under Settings > Macros, like any other macro.

Permissions

The permissions table on Settings > Gorgias decides, for each action, whether support agents may run it and whether AI Agent may run it. Reading subscriptions is always allowed. Defaults:

Action	Support agents	AI Agent
Skip the next order	Allowed	Allowed
Pause	Allowed	Allowed
Resume	Allowed	Allowed
Cancel	Allowed	Off
Change the next order date	Allowed	Allowed
Change the frequency	Allowed	Allowed
Swap a product	Allowed	Off
Update the shipping address	Allowed	Allowed
Apply a discount	Allowed	Off
Retry a failed payment	Allowed	Off
Send a payment update link	Allowed	Allowed

Cancelling, swapping, discounting and charging a card again are off for AI Agent until you switch them on. Changes apply immediately.

These permissions are separate from the customer portal settings. You can let support reschedule orders without letting shoppers do it in the portal, or the reverse.

The Bonde Connect secret

The secret is what proves to Bonde that a request comes from your Gorgias account. It is shown once, when you connect, and Bonde keeps only a fingerprint of it afterwards.

Click Rotate on the Bonde Connect secret card to issue a new one. The old secret stops working at once, and the new one is shown once. Bonde updates the sidebar integration it manages. The buttons you added in the Gorgias widget editor, any AI Agent action and any custom integration built with the old secret keep failing until you paste the new one into them; see after rotating the secret.

Treat the secret like a password. Anyone who has it can read and change subscriptions on your store, within the permissions you set.

Testing

Use the Test card on Settings > Gorgias to look up an email address the way Gorgias would. It shows exactly what the sidebar will render for that shopper, including the actions allowed, without opening a ticket. Try it with a subscriber's email after connecting, and again after changing permissions.

Troubleshooting

No widget in the sidebar. Either the email on the ticket does not match the customer's email in Shopify, or the shopper has no subscriptions. Check the email in Shopify under Customers, then run the same email through the Test card in Bonde.

"Needs attention" on the Gorgias page. Something Bonde created in Gorgias is missing or has changed, usually because it was edited or deleted in Gorgias. Click Repair. Bonde recreates the integration, widget and macros it manages and leaves everything else alone. If the widget had to be recreated, add the buttons again from the Sidebar buttons card.

"Reconnect required". Gorgias no longer accepts Bonde's access, for example after the connecting user was removed or the app was uninstalled on the Gorgias side. Click Connect Gorgias again and approve Bonde. Your permissions are kept.

A button returns an error. The message on the ticket says why: the action is off for support agents, the subscription is not in a state that allows it (a cancelled subscription cannot be paused), or your store is no longer on Bonde Pro.

Disconnecting

Click Disconnect on Settings > Gorgias. Bonde removes the integration, widget and macros it created in Gorgias and revokes the secret. Subscriptions, their timelines and your permission settings stay in Bonde. Uninstalling Bonde from Shopify does the same.