Keep sensitive case context visible to support
Make a discreet internal signal useful to the team handling the customer conversation.
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
Add Ticket Tags
Adds tags to a ticket in gorgias.
Why this helps
Careful-handling context in a private Slack message can be invisible to the person working the ticket.
- Make handling context visible on the ticket
- Support smoother and more considerate handoffs
- Avoid repeated private explanations
Setup
Build it in a few focused steps.
- 1Connect Slack and Gorgias to Notis once through the portal.
- 2Create an automation prompt defining the sensitive-case signal and the tag to add to the matching ticket.
- 3Select Slack Direct Message Received as the trigger.
- 4Choose a run-report channel and test using an appropriate DM associated with a ticket.
Questions about this workflow
Can the trigger watch DMs?
Yes. Slack Direct Message Received catches new direct messages across DM channels.
Does this expose the case publicly?
The workflow updates the related Gorgias ticket. Choose the run-report channel thoughtfully for your team's context.
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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