Move customer escalations from Slack DMs into Gorgias
Keep urgent customer concerns visible even when they arrive in a private Slack message.
Trigger
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Action
Create Ticket
Creates a new ticket in gorgias.
Why this helps
An important escalation shared privately can stay in one person's inbox and never reach support.
- Bring private escalation context into the support workflow
- Create a durable follow-up record
- Avoid relying on one person to remember to file a ticket
Setup
Build it in a few focused steps.
- 1Connect Slack and Gorgias to Notis once through the portal.
- 2Create an automation in the portal and write one prompt asking Notis to create tickets for customer escalations received by DM.
- 3Choose the Slack Direct Message Received trigger.
- 4Select a run-report channel and test with one suitable real DM.
Questions about this workflow
Will this trigger on a direct message?
Yes. The Slack Direct Message Received event catches new DMs across Slack DM channels.
Can the prompt explain what counts as an escalation?
Yes. State the escalation criteria and desired ticket outcome in plain language.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slack to Gorgias. A trigger fires from one place; an action lands in another.
Slack triggers
Gorgias actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Add Ticket Tags
Adds tags to a ticket in gorgias.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Account Setting
Creates a new account setting in gorgias.
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Create Customer
Creates a new customer in gorgias.
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Create Team
Creates a new team in gorgias.
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Create Ticket
Creates a new ticket in gorgias.
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Delete Customer
Deletes a specific customer from gorgias.
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
Delete Customer Field Value
Deletes a specific field value for a customer in gorgias.
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
Delete Customers
Deletes multiple customers from gorgias.
Connect any two apps with Notis in the middle.
Slack and Gorgias, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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