# Add Recharge subscription context to new Gorgias tickets

> When a subscriber writes in, their subscriptions, next billing date and recent order history land on the ticket as an internal note before an agent opens it.

- Workflow type: agent
- Services: Gorgias, Recharge
- Categories: Customer Support
- Published: 2026-08-09

## What it does

- Watches for every new ticket in your helpdesk and matches the person who wrote in to their subscription account using their email address
- Pulls together what an agent always ends up looking up: active subscriptions and the products on them, the next billing date and amount, any failed or skipped payments in the last 90 days, and the most recent order with its current status
- Posts it all back on the ticket as a short internal note, under about 150 words, so it reads at a glance and stays visible to your team only
- When no subscription account matches that email, posts a single plain line saying so, instead of leaving an empty or confusing note

## What you'll need

- A Gorgias helpdesk account you can sign in to
- A Recharge account for your subscription store
- Access to your Gorgias settings so new tickets can automatically kick this off

## Prompt

When a new ticket is created in Gorgias, I want an agent to look up that person's subscription billing state in Recharge and attach it to the ticket as an internal note, so my support agents stop hunting across two systems before they can answer a subscriber.

Trigger this from a Gorgias webhook on the ticket created event, configured under Settings > Account > HTTP integration. Gorgias enforces a 5 second timeout per webhook request and retries up to 3 times, so acknowledge the webhook immediately and do all of the Recharge lookups and the note write asynchronously after acking. Do not make Gorgias wait on the lookups, or it will time out and redeliver, and you will end up posting duplicate notes.

Start from the ticket. Take the ticket id from the webhook payload and use Gorgias Retrieve Ticket to load the full ticket, then read the requester's email address off it. That email is the join key into Recharge.

Look the person up with Recharge List Customers filtered by that email. If a customer matches, take their Recharge customer id and pull three things for that customer: List Subscriptions, List Charges, and List Orders. Use those to work out the active subscriptions and the products on them, the next upcoming charge date and its amount, any charges in the last 90 days that failed or were skipped, and the single most recent order along with its status.

Then write the summary back onto the same Gorgias ticket with Create Message. This has to be an internal note, not a public reply to the customer, so set it up as an internal note rather than an outgoing customer message. Keep the whole note under roughly 150 words so an agent can read it at a glance. Cover, in this order: active subscriptions and their products, the next charge date and amount, any failed or skipped charges in the last 90 days, and the most recent order with its status. Write it as short scannable lines rather than prose paragraphs, and leave out any section that has nothing to report rather than padding it.

Handle the no match case explicitly. When Recharge List Customers returns no customer for that email, do not post an empty note and do not skip the note entirely. Post a single plain line saying the person has no subscription on file, so the agent knows the lookup ran and there was genuinely nothing to find.

Two Recharge details to get right. Single resource responses wrap the object under a singular key and list responses use the plural key, so read customers, subscriptions, charges and orders out of the plural key. Money fields are decimal strings in the store currency, like "12.99", not integer cents, so render amounts as they come back instead of dividing by 100.

## How to customize

- Change what goes in the note, for example dropping order history or adding upcoming delivery details
- Widen or narrow the 90 day window used to look for failed and skipped payments
- Adjust the length limit if your team prefers a longer, more detailed briefing

## FAQ

### Will the customer see this note?

No. It is posted as an internal note on the ticket, so it is visible only to your support team and never sent to the customer as a reply.

### What happens if the person writing in is not a subscriber?

You still get a note. It is a single plain line saying the person has no subscription on file, so agents know the lookup ran and there was genuinely nothing to find.

### How quickly does the note appear on the ticket?

The lookups run in the background as soon as the ticket is created, so the note typically lands moments later, well before an agent picks the ticket up.

### What if someone emails from a different address than the one on their subscription?

Matching is done on the email address attached to the ticket, so a different address will come back as no subscription on file. Agents can still search manually, and many teams handle this by asking the customer to confirm their billing email.

### Do I need a developer to set this up?

No. You connect your Gorgias and Recharge accounts, then turn on the setting in Gorgias that notifies this workflow when a ticket is created.

Use this prompt in General Input: https://www.generalinput.com/prompts/add-recharge-subscription-context-to-new-gorgias-tickets