Gorgias ticket escalation alerts in Slack with Shopify order context

PromptCreate

When a new ticket is created in Gorgias, decide whether it needs immediate human escalation and, if it does, alert the team in Slack with full order context. Trigger this workflow with a Gorgias webhook that fires on ticket creation.

Start by using Gorgias Retrieve Ticket to load the new ticket, then Gorgias List Messages filtered to that ticket to read the customer's actual message and pull the requester's email address. Capture the ticket subject, the latest inbound customer message, and the channel it came in on.

Look the customer up in Shopify. Use Shopify Search Customers with the requester email, and if you find a match, use Shopify Get Customer Orders to pull their recent orders. Note the status and fulfillment state of the latest orders, any shipments that look badly delayed, and the customer's lifetime value (total spent and order count). If no Shopify customer matches the email, continue with just the ticket message and record that no order history was found.

Judge urgency and sentiment before doing anything else. Escalate only genuinely high-priority tickets so the channel stays signal-rich. Clear signals to escalate include explicit refund threats, chargeback or dispute mentions, angry or abusive tone, high-value or repeat customers, and badly delayed or lost shipments. Routine questions, simple order-status checks, and low-stakes requests should not be escalated.

Only when the ticket clears that bar, post a Slack alert with Slack Send a Message to the escalations channel. Keep it scannable: a one or two line summary of why this is urgent, the key order context (latest order status, fulfillment, and lifetime value), a reference to the Gorgias ticket, and a short suggested reply a human could send. Then use Gorgias Add Ticket Tags to add an 'escalated' tag to the ticket so the team can see it was flagged.

The suggested reply is always a draft for a human to review and send. Never send it to the customer automatically and never post any message back on the Gorgias ticket. If the ticket does not clear the escalation bar, take no action beyond ending the run.

What does this prompt do?

Watches for new tickets in Gorgias and reads the customer's message the moment one arrives.
Looks that customer up in Shopify to pull their recent orders, shipping status, and lifetime value.
Weighs urgency and sentiment (refund threats, chargebacks, angry or high-value customers, badly delayed shipments) and only escalates tickets that clear the bar.
Posts a Slack alert to your escalations channel with a short summary, the order context, and a suggested reply, then tags the ticket as escalated. The suggested reply stays a draft for a human to review and send.

What do I need to use this?

A Gorgias helpdesk account with new-ticket alerts turned on so the workflow can react as tickets come in.
A connected Shopify store so it can match customers by email and see their orders.
A Slack workspace and the channel where your team wants escalations posted.

How can I customize it?

Adjust the escalation bar, for example flagging only refund threats and high-value orders, or loosening it to catch every frustrated customer.
Change which Slack channel the alerts go to and who gets tagged in them.
Edit the tag applied to escalated tickets, or the tone and length of the suggested reply.

FAQs

Does this send replies to customers automatically?

No. It only drafts a suggested reply and posts it to Slack for a human to review. Nothing is ever sent to the customer on its own, and it never writes back on the ticket.

How does it decide which tickets are urgent?

It reads the customer's message and their Shopify order history, then weighs signals like refund threats, chargebacks, an angry tone, high lifetime value, and badly delayed shipments. Only tickets that clear your bar get escalated, so the channel stays signal-rich.

Will my Slack channel get flooded with alerts?

No. The whole point is to escalate only genuinely high-priority tickets, so routine questions and simple status checks never trigger an alert.

What happens if the customer isn't found in Shopify?

It still evaluates the ticket on the message alone and notes that no matching order history was found, so your team can decide with the context available.

Does it work with any Shopify plan?

Yes, as long as your store is connected and the customer's email matches an existing customer record in Shopify.

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