How to flag repeat customer contacts in Gorgias and alert your team in Slack

Why flag repeat contacts?

A customer who reaches out three times in a week is telling you something — even if each individual ticket looks routine. Repeat contacts are one of the strongest leading indicators of churn, and most support teams miss them entirely because each ticket gets handled in isolation. By the time someone on the team notices the pattern, the customer has already decided to leave.

Gorgias Rules can match keywords and tags on individual tickets, but they cannot query a customer's ticket history or count how many times someone has contacted you recently. That limitation means there is no native Gorgias approach for this recipe — you need an external workflow that can look up past tickets and apply logic across them.

What you'll need

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