Alert your team in Slack when a VIP customer opens a Gorgias ticket using native Rules

Prerequisites

Gorgias account on any paid plan
A Slack Incoming Webhook URL (Settings → Apps → Incoming Webhooks)
A way to identify VIP customers — either a manual vip customer tag or a customer segment based on order history

Overview

Gorgias Rules can fire an HTTP action when a ticket is created — this is what powers the native Slack integration. You'll tag VIP customers in Gorgias, then create a Rule that fires whenever a tagged customer opens a ticket, sending a formatted message to your Slack escalation channel.

Step 1: Create a Slack Incoming Webhook

In Slack:

Go to api.slack.com/apps → your app (or create a new one)
Go to Incoming Webhooks → toggle on → Add New Webhook to Workspace
Choose your escalation channel (e.g., #support-vip)
Copy the webhook URL — it looks like https://hooks.slack.com/services/T.../B.../...

Step 2: Tag VIP customers in Gorgias

Gorgias lets you apply tags directly to customer profiles (not just tickets). Tag your high-value customers with vip.

Option A: Manual tagging Open a customer profile → Tags → Add vip. Do this for your top customers during setup, then maintain it as new VIPs emerge.

Option B: Bulk import Export your customer list from Shopify or your CRM, filter by LTV threshold, and bulk-import tags via the Gorgias CSV import (Settings → Import/Export).

Shopify integration auto-syncs order data

If you've connected Gorgias to Shopify, Gorgias displays order history on every ticket. You can use the Shopify order count and LTV data visible in the ticket sidebar to manually identify VIPs, rather than pre-tagging every customer.

Step 3: Create the escalation Rule

Go to Settings → Automation → Rules → Add rule.

Rule name: VIP Customer — Slack Escalation

When: Ticket is created

Conditions (ALL match):

Customer tag is: vip

Actions:

Add tag: vip-escalation
Assign to team: Senior Support (or your best-available agent team)
Send HTTP request (see Step 4)

Step 4: Configure the HTTP action

In the Rule's action list, add a Send HTTP request action:

URL: Your Slack Incoming Webhook URL
Method: POST
Content-Type: application/json
Body:

{
  "text": "🚨 *VIP Customer Ticket*",
  "blocks": [
    {
      "type": "header",
      "text": {
        "type": "plain_text",
        "text": "🚨 VIP Customer — New Support Ticket"
      }
    },
    {
      "type": "section",
      "fields": [
        {
          "type": "mrkdwn",
          "text": "*Customer*\n{{ticket.requester.name}}"
        },
        {
          "type": "mrkdwn",
          "text": "*Subject*\n{{ticket.subject}}"
        }
      ]
    },
    {
      "type": "section",
      "text": {
        "type": "mrkdwn",
        "text": "*Message*\n{{ticket.last_message.body_text | truncate: 300}}"
      }
    },
    {
      "type": "actions",
      "elements": [
        {
          "type": "button",
          "text": { "type": "plain_text", "text": "View in Gorgias" },
          "url": "https://your-store.gorgias.com/app/ticket/{{ticket.id}}",
          "style": "primary"
        }
      ]
    }
  ]
}

Replace your-store with your Gorgias subdomain.

Gorgias Liquid variables in HTTP actions

Not all Gorgias Liquid variables are available in HTTP actions — some are only available in macro bodies. The most reliable ones for HTTP actions are {{ticket.id}}, {{ticket.subject}}, {{ticket.requester.name}}, and {{ticket.requester.email}}. Test your Rule on a real VIP ticket to verify the output before relying on it.

Step 5: Test the Rule

Find a customer tagged vip (or temporarily add vip to a test customer)
Create a test ticket from that customer
Check your Slack channel — the alert should appear within seconds
Click the "View in Gorgias" button to verify the link resolves correctly

Step 6: Set ticket priority

Add one more action to the Rule:

Set priority: Urgent

This moves the ticket to the top of your agents' queues regardless of arrival time.

Cost

Gorgias Rules and HTTP integrations are included on all paid plans. No additional cost.