Flag repeat customer contacts in Gorgias and alert Slack using an agent skill

mkdir -p .claude/skills/repeat-contact/scripts

---
name: repeat-contact
description: Scans Gorgias tickets for customers with 3+ tickets in the past 7 days, tags them as repeat contacts, and posts a Slack alert.
disable-model-invocation: true
allowed-tools: Bash(python *)
---
 
Flag repeat customer contacts:
 
1. Run: `python $SKILL_DIR/scripts/flag_repeats.py`
2. Review the output — it shows flagged customers and their recent tickets
3. Adjust THRESHOLD or WINDOW_DAYS environment variables to tune sensitivity

#!/usr/bin/env python3
"""
Repeat Contact Flagging
Scans Gorgias tickets, identifies repeat contacts, tags them, and alerts Slack.
"""
import os
import json
from datetime import datetime, timedelta, timezone
 
try:
    import requests
except ImportError:
    os.system("pip install requests -q")
    import requests
 
GORGIAS_EMAIL  = os.environ["GORGIAS_EMAIL"]
GORGIAS_KEY    = os.environ["GORGIAS_API_KEY"]
GORGIAS_DOMAIN = os.environ["GORGIAS_DOMAIN"]
SLACK_WEBHOOK  = os.environ["SLACK_WEBHOOK_URL"]
BASE_URL       = f"https://{GORGIAS_DOMAIN}.gorgias.com/api"
AUTH           = (GORGIAS_EMAIL, GORGIAS_KEY)
 
THRESHOLD    = int(os.environ.get("REPEAT_THRESHOLD", "3"))
WINDOW_DAYS  = int(os.environ.get("REPEAT_WINDOW_DAYS", "7"))
 
 
def get_recent_tickets(limit: int = 100) -> list:
    """Fetch recent open and closed tickets within the detection window."""
    cutoff = datetime.now(timezone.utc) - timedelta(days=WINDOW_DAYS)
    resp = requests.get(
        f"{BASE_URL}/tickets",
        auth=AUTH,
        params={"limit": limit, "order_by": "created_datetime:desc"},
    )
    resp.raise_for_status()
    tickets = resp.json().get("data", [])
 
    return [
        t for t in tickets
        if datetime.fromisoformat(
            t["created_datetime"].replace("Z", "+00:00")
        ) >= cutoff
    ]
 
 
def group_by_customer(tickets: list) -> dict:
    """Group tickets by customer ID."""
    groups = {}
    for ticket in tickets:
        cust = ticket.get("customer")
        if not cust or not cust.get("id"):
            continue
        cid = cust["id"]
        if cid not in groups:
            groups[cid] = {
                "customer_id": cid,
                "name": cust.get("firstname", cust.get("email", "Unknown")),
                "email": cust.get("email", "unknown"),
                "tickets": [],
            }
        groups[cid]["tickets"].append({
            "id": ticket["id"],
            "subject": ticket.get("subject", "(no subject)"),
            "status": ticket.get("status", "unknown"),
            "created": ticket["created_datetime"],
        })
    return groups
 
 
def tag_ticket(ticket_id: int, tag: str = "repeat-contact") -> None:
    """Apply a tag to a ticket in Gorgias."""
    resp = requests.put(
        f"{BASE_URL}/tickets/{ticket_id}",
        auth=AUTH,
        json={"tags": [{"name": tag}]},
    )
    resp.raise_for_status()
 
 
def send_slack_alert(customer: dict) -> None:
    """Post a repeat contact alert to Slack."""
    tickets_list = "\n".join(
        f"  - #{t['id']}: {t['subject']} ({t['status']})"
        for t in customer["tickets"]
    )
    latest = customer["tickets"][0]
    text = (
        f":rotating_light: *Repeat Contact Flagged*\n\n"
        f"*{customer['name']}* ({customer['email']}) has opened "
        f"*{len(customer['tickets'])} tickets* in the last {WINDOW_DAYS} days.\n\n"
        f"*Recent tickets:*\n{tickets_list}\n\n"
        f"<https://{GORGIAS_DOMAIN}.gorgias.com/app/ticket/{latest['id']}"
        f"|View latest ticket in Gorgias>"
    )
    requests.post(SLACK_WEBHOOK, json={"text": text})
 
 
def main() -> None:
    print(f"Scanning for customers with {THRESHOLD}+ tickets "
          f"in the last {WINDOW_DAYS} days...\n")
 
    tickets = get_recent_tickets()
    print(f"Fetched {len(tickets)} tickets from the last {WINDOW_DAYS} days")
 
    groups = group_by_customer(tickets)
    flagged = {
        cid: data for cid, data in groups.items()
        if len(data["tickets"]) >= THRESHOLD
    }
 
    if not flagged:
        print("No repeat contacts found. All clear.")
        return
 
    print(f"Found {len(flagged)} repeat contact(s):\n")
 
    for cid, customer in flagged.items():
        latest_ticket = customer["tickets"][0]
 
        # Tag the most recent ticket
        tag_ticket(latest_ticket["id"])
 
        # Alert Slack
        send_slack_alert(customer)
 
        print(f"  {customer['name']} ({customer['email']})")
        print(f"    {len(customer['tickets'])} tickets in {WINDOW_DAYS} days")
        for t in customer["tickets"]:
            print(f"      #{t['id']}: {t['subject']} ({t['status']})")
        print(f"    -> Tagged #{latest_ticket['id']} + Slack alert sent\n")
 
    print(f"Done. Flagged {len(flagged)} repeat contact(s).")
 
 
if __name__ == "__main__":
    main()

# Via Claude Code
/repeat-contact
 
# Or run directly
python .claude/skills/repeat-contact/scripts/flag_repeats.py
 
# With custom threshold (e.g., 5 tickets in 14 days)
REPEAT_THRESHOLD=5 REPEAT_WINDOW_DAYS=14 python .claude/skills/repeat-contact/scripts/flag_repeats.py

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).

# crontab -e — every 2 hours during business hours
0 8-18/2 * * 1-5 cd /path/to/project && python .claude/skills/repeat-contact/scripts/flag_repeats.py