Keep support handoffs attached to the ticket
Make the next person's first step clearer by recording the handoff context on the customer ticket.
Trigger
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Action
Update Ticket
Updates an existing ticket in gorgias.
Why this helps
A handoff can leave the incoming owner searching Slack for what has already happened and what comes next.
- Keep handoff context with the customer conversation
- Reduce backtracking through chat
- Make ownership transitions easier to pick up
Setup
Build it in a few focused steps.
- 1Connect Slack and Gorgias to Notis once through the portal.
- 2Create an automation prompt describing how to recognize handoffs and update the matching ticket with the transition context.
- 3Choose Slack Channel Message Received as the trigger.
- 4Select a report channel and test with a real handoff tied to a Gorgias ticket.
Questions about this workflow
What handoff information can be captured?
Describe the details to preserve, such as the next owner or follow-up context, in the prompt.
Does it create a new ticket?
No. It updates the relevant existing Gorgias ticket.
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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