Daily Gorgias support ticket digest, posted to Slack
Every weekday morning, get one clear Slack summary of the last 24 hours of Gorgias tickets, grouped by theme with the urgent and unanswered ones flagged.
Gorgias
Slack BotCustomer SupportDaily DigestsFeedback TriageAI ReportsEvery weekday (Monday through Friday) at 8:30am, build a single support digest covering the last 24 hours of Gorgias tickets and post it to our support Slack channel. Because this needs to read, cluster, and prioritize free-text conversations rather than move fixed fields, run it as an agent.
Start by using the Gorgias List Tickets operation to pull every ticket created since yesterday. Filter on created_datetime for the trailing 24 hours and set order_by to created_datetime:desc so the newest tickets come first. Page through the results until you have the full window.
For each ticket, use Gorgias List Messages filtered by that ticket to read the full conversation, including the customer's original message and any agent replies. Use the message timestamps to work out whether the ticket has received a first reply yet and how long it has been waiting.
Group the tickets by theme (for example shipping, returns and refunds, product questions, billing, technical issues) and give each theme a short heading with the ticket count and a one-line summary of what customers are asking. Flag any ticket that reads as negative or frustrated in sentiment, comes from a VIP customer, or is urgent. Count how many tickets are open versus resolved. Then surface the oldest tickets still waiting on a first reply as an SLA-risk callout, listing the ticket, the customer, and how long it has been waiting.
Format the result as a clean, skimmable message and use the Slack Bot Send a Message operation to post it to our support channel. Lead with the headline numbers (total new tickets, open versus resolved, and how many are flagged), then the themed breakdown, then the SLA-risk list of oldest unanswered tickets. Use Slack mrkdwn (single asterisks for bold), keep it scannable with short sections, and reference ticket numbers so the team can jump straight to anything that needs attention.
If there were no new tickets in the window, post a short all-clear note instead of an empty digest. Keep the tone factual and prioritized so the team can triage the whole day in under a minute.
Example output
Additional information
What does this prompt do?
- Rolls up the last 24 hours of Gorgias support tickets into one morning Slack digest, so nobody has to scroll the queue to know what happened.
- Groups tickets by theme and flags anything negative, urgent, or from a VIP customer, so the team knows what to jump on first.
- Shows open versus resolved counts and calls out the oldest tickets still waiting on a first reply, before they breach your response goals.
- Posts automatically every weekday at 8:30am to the support channel you choose.
What do I need to use this?
- A Gorgias helpdesk account.
- A Slack workspace and the support channel where you want the digest to land.
- A couple of minutes to pick the send time and choose the channel.
How can I customize it?
- Change the send time, or run it every day instead of only on weekdays.
- Point it at a different Slack channel, or send it as a direct message to a support lead.
- Adjust how tickets are grouped and what counts as urgent or VIP for your business.
Frequently asked questions
How far back does the digest look?
Will it work if we get hundreds of tickets a day?
Can it flag our VIP customers?
Does it change anything in Gorgias?
What happens on a quiet day with no new tickets?
Related templates
Stop scrolling the Gorgias queue every morning.
Get one prioritized support digest in Slack before your team even opens the helpdesk.