How do I define who counts as a VIP customer?

Common thresholds: lifetime order value above $500, more than 5 orders, or a manual 'VIP' tag applied by your CS or account management team. The right threshold depends on your AOV and margin.

What information should the Slack alert include?

Customer name, total order value, number of orders, ticket subject, first message body (truncated), and a direct link to the ticket in Gorgias. If you have a CRM, include their account owner.

Should VIP tickets also skip the normal queue?

Yes. In addition to the Slack alert, create a Gorgias View filtered to 'VIP' tag with SLA priority. Combine with the ticket triage recipe to apply both a topic tag and the VIP priority tag.

What if the same VIP customer sends multiple tickets in a short time?

Add deduplication logic: only alert if no other open VIP ticket exists for this customer. In the n8n or code approach, check for existing open tickets from the same customer before posting to Slack.

How to alert your team in Slack when a VIP customer opens a Gorgias support ticket

Why VIP escalation matters

Your highest-value customers expect faster, better support. A churn event from a single VIP customer can cost more than 50 routine tickets combined. Letting a VIP ticket sit in the general queue — even for two hours — is a risk no retention-focused team should take.

A Slack alert gives your team visibility the moment a VIP reaches out, with enough context to respond personally rather than with a generic reply.

What you'll get

#vip-escalations

Gorgias Botapp9:41 AM

🚨 VIP Customer Ticket Opened

Customer: Marcus Reynolds (LTV: $4,820)

Subject: Missing item from my last order

Orders: 23 lifetime orders

Message: "Hi, I received my order #GS-10482 yesterday but the blue jacket is missing..."

View in Gorgias →

What you'll need

Prerequisites

Gorgias account with a way to identify VIP customers (a customer tag, segment, or LTV threshold)
Slack workspace with a support or escalation channel
(Optional) Slack Incoming Webhook URL for the Gorgias native approach

Choose your approach

Select an approach below to see the full step-by-step guide.

Compare approaches

Approach	Complexity	Cost	Latency	Code	Reliability
Gorgias Rules	low	$0 (included)	real-time	none	24/7 cloud
n8n	medium	$0-24/mo	polling	low	24/7 cloud
Agent Skill	low	Usage-based	scheduled	medium	On demand
Claude Cowork	low	Usage-based	scheduled	none	On demand

Gorgias Rules

low

Cost: $0 (included)

Latency: real-time

Code: none

Reliability: 24/7 cloud

n8n

medium

Cost: $0-24/mo

Latency: polling

Code: low

Reliability: 24/7 cloud

Agent Skill

low

Cost: Usage-based

Latency: scheduled

Code: medium

Reliability: On demand

Claude Cowork

low

Cost: Usage-based

Latency: scheduled

Code: none

Reliability: On demand

Frequently Asked Questions

How to alert your team in Slack when a VIP customer opens a Gorgias support ticket

Why VIP escalation matters

What you'll need

Choose your approach

Compare approaches

Gorgias Rules

n8n

Agent Skill

Claude Cowork

Gorgias Rules

n8n

Agent Skill

Claude Cowork

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Frequently Asked Questions

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