Flag repeat customer contacts in Gorgias and alert Slack using a Claude Code skill

mkdir -p .claude/skills/repeat-contact/{templates,references}

.claude/skills/repeat-contact/
├── SKILL.md                          # workflow guidelines + config
├── templates/
│   └── slack-alert.md                # Slack message template
└── references/
    └── gorgias-tickets-api.md        # Gorgias API patterns

---
name: repeat-contact
description: Scan Gorgias tickets for customers with 3+ tickets in the past 7 days, tag the latest ticket, and post a Slack alert.
disable-model-invocation: true
allowed-tools: Bash, Read
---
 
## Goal
 
Scan recent Gorgias tickets, group them by customer, and identify anyone who has opened 3 or more tickets in the past 7 days. Tag the latest ticket from each repeat contact and post a Slack alert with their ticket history.
 
## Configuration
 
Read these environment variables:
 
- `GORGIAS_DOMAIN` — your Gorgias subdomain (required)
- `GORGIAS_EMAIL` — Gorgias account email for API auth (required)
- `GORGIAS_API_KEY` — Gorgias API key (required)
- `SLACK_WEBHOOK_URL` — Slack Incoming Webhook URL (required)
 
Default threshold: 3 tickets in 7 days. The user may request different values.
 
## Workflow
 
1. Validate that all required env vars are set. If any are missing, print which ones and exit.
2. Fetch recent tickets from Gorgias sorted by creation date. See `references/gorgias-tickets-api.md` for the endpoint.
3. Filter to tickets created within the detection window (default: 7 days).
4. Group tickets by customer ID, collecting each customer's name, email, and ticket list.
5. Identify customers whose ticket count meets or exceeds the threshold (default: 3).
6. For each flagged customer, tag their most recent ticket with `repeat-contact` via `PUT /tickets/{id}`.
7. Post a Slack alert for each flagged customer using the template in `templates/slack-alert.md`.
8. Print a summary of flagged contacts.
 
## Important notes
 
- The Gorgias `PUT /tickets/{id}` endpoint REPLACES the entire tags array. Fetch current tags first, merge `repeat-contact`, then PUT the combined list.
- Tag only the most recent ticket, not all tickets. Tagging every ticket from a repeat contact creates noise.
- The script fetches a max of 100 tickets per run. For high-volume stores, this may not cover the full 7-day window. Implement pagination if needed.
- Exclude customers tagged `high-volume-expected` (agencies, resellers) to reduce false positives.
- Rate limit: Gorgias allows roughly 2 requests per second.
- Use the `requests` library for HTTP calls. Install with pip if needed.

# Repeat Contact Slack Alert Template
 
Use this format for each repeat contact alert sent via webhook.
 
## Message Format
 
```json
{
  "text": ":rotating_light: *Repeat Contact Flagged*\n\n*<customer_name>* (<customer_email>) has opened *<ticket_count> tickets* in the last <window_days> days.\n\n*Recent tickets:*\n<ticket_list>\n\n<latest_ticket_url>"
}
```
 
## Notes
 
- `<ticket_list>` should be formatted as:
  ```
  - #12345: Subject here (status)
  - #12340: Another subject (status)
  ```
- `<latest_ticket_url>` format: `https://<GORGIAS_DOMAIN>.gorgias.com/app/ticket/<ticket_id>`
- Wrap the URL in Slack link syntax: `<url|View latest ticket in Gorgias>`
- Send via `POST` to the `SLACK_WEBHOOK_URL`.

# Gorgias Tickets API Reference
 
## Authentication
 
All requests use HTTP Basic Auth:
- Username: `GORGIAS_EMAIL`
- Password: `GORGIAS_API_KEY`
- Base URL: `https://{GORGIAS_DOMAIN}.gorgias.com/api`
 
## List recent tickets
 
**Request:**
 
```
GET /api/tickets?limit=100&order_by=created_datetime:desc
```
 
**Response shape:**
 
```json
{
  "data": [
    {
      "id": 14501,
      "subject": "Can't log in to my account",
      "status": "open",
      "created_datetime": "2026-03-05T10:00:00+00:00",
      "customer": {
        "id": 678,
        "firstname": "Sarah",
        "email": "sarah@example.com"
      },
      "tags": [
        { "name": "technical" }
      ]
    }
  ]
}
```
 
- Use `created_datetime` to filter tickets within the detection window.
- Group by `customer.id` to count tickets per customer.
- The `customer` field may use `id`, `firstname`, and `email`.
 
## Update a ticket (add tag)
 
**Request:**
 
```
PUT /api/tickets/{ticket_id}
Content-Type: application/json
```
 
**IMPORTANT:** The `tags` field REPLACES the entire array. Fetch current tags, add `repeat-contact`, then PUT the merged list.
 
```json
{
  "tags": [
    { "name": "technical" },
    { "name": "repeat-contact" }
  ]
}
```

/repeat-contact

Scanning for customers with 3+ tickets in the last 7 days...
 
Fetched 87 tickets from the last 7 days
Found 2 repeat contact(s):
 
  Sarah M. (sarah@example.com)
    4 tickets in 7 days
      #14501: Can't log in to my account (open)
      #14487: Still can't access order history (open)
      #14463: Password reset not working (closed)
      #14451: Account access issue (closed)
    -> Tagged #14501 + Slack alert sent
 
  James K. (james@example.com)
    3 tickets in 7 days
      #14498: Wrong item received again (open)
      #14472: Missing item in my order (closed)
      #14460: Shipping damage (closed)
    -> Tagged #14498 + Slack alert sent
 
Done. Flagged 2 repeat contact(s).

# Run every 2 hours during business hours
0 8-18/2 * * 1-5 cd /path/to/your/project && claude -p "Run /repeat-contact" --allowedTools 'Bash(*)' 'Read(*)'

name: Repeat Contact Flagging
on:
  schedule:
    - cron: '0 */2 * * *'  # Every 2 hours
  workflow_dispatch: {}
jobs:
  flag:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/checkout@v4
      - uses: anthropics/claude-code-action@v1
        with:
          prompt: "Run /repeat-contact"
          allowed_tools: "Bash(*),Read(*)"
        env:
          ANTHROPIC_API_KEY: ${{ secrets.ANTHROPIC_API_KEY }}
          GORGIAS_DOMAIN: ${{ secrets.GORGIAS_DOMAIN }}
          GORGIAS_EMAIL: ${{ secrets.GORGIAS_EMAIL }}
          GORGIAS_API_KEY: ${{ secrets.GORGIAS_API_KEY }}
          SLACK_WEBHOOK_URL: ${{ secrets.SLACK_WEBHOOK_URL }}