Flag repeat customer contacts in Gorgias and alert Slack using n8n

Prerequisites

Overview

This workflow fires every time a new Gorgias ticket is created. It looks up the customer's recent ticket history via the Gorgias API, counts how many tickets they've opened in the past 7 days, and — if the count hits your threshold — tags the ticket and posts a Slack alert with context about the customer's recent activity. The entire check happens in under two seconds, so your team gets flagged before an agent even opens the ticket.

Step 1: Set up the Webhook trigger

Add a Webhook node:

• HTTP Method: POST
• Path: gorgias-repeat-contact

Copy the webhook URL — you'll register it with Gorgias in the next step.

Step 2: Register the webhook in Gorgias

Go to Settings → Integrations → HTTP → Add HTTP integration:

• Name: n8n Repeat Contact Check
• URL: Your n8n webhook URL
• Events: Ticket created
• Content-Type: application/json

Step 3: Extract customer info from the webhook payload

Add a Code node to pull out the customer ID and ticket details:

const ticket = $input.first().json;
 
const customerId = ticket.customer?.id;
const customerEmail = ticket.customer?.email || 'unknown';
const customerName = ticket.customer?.firstname || customerEmail;
const ticketId = ticket.id;
const subject = ticket.subject || '(no subject)';
 
if (!customerId) {
  return []; // no customer attached — skip
}
 
return [{
  json: {
    customerId,
    customerEmail,
    customerName,
    ticketId,
    subject,
  }
}];

Step 4: Query the customer's recent tickets

Add an HTTP Request node to fetch the customer's tickets from the past 7 days:

• Method: GET
• URL: https://your-store.gorgias.com/api/tickets
• Authentication: Basic Auth (Gorgias email + API key)
• Query Parameters:
  • customer_id: {{ $json.customerId }}
  • limit: 50

This returns the customer's most recent tickets. You'll filter by date in the next step.

Step 5: Count tickets in the past 7 days

Add a Code node to count tickets within the 7-day window:

const tickets = $input.first().json.data || [];
const prevData = $('Code').first().json;
 
const sevenDaysAgo = new Date();
sevenDaysAgo.setDate(sevenDaysAgo.getDate() - 7);
 
const recentTickets = tickets.filter(t => {
  const created = new Date(t.created_datetime);
  return created >= sevenDaysAgo;
});
 
return [{
  json: {
    ...prevData,
    recentTicketCount: recentTickets.length,
    recentTickets: recentTickets.map(t => ({
      id: t.id,
      subject: t.subject,
      created: t.created_datetime,
      status: t.status,
    })),
    isRepeatContact: recentTickets.length >= 3,
  }
}];

Step 6: Branch on the repeat contact threshold

Add an IF node:

• Condition: {{ $json.isRepeatContact }} equals true

The true branch continues to tagging and Slack. The false branch ends — no action needed for customers below the threshold.

Step 7: Tag the ticket in Gorgias

On the true branch, add an HTTP Request node:

• Method: PUT
• URL: https://your-store.gorgias.com/api/tickets/{{ $json.ticketId }}
• Authentication: Basic Auth
• Body (JSON):

{
  "tags": [{ "name": "repeat-contact" }]
}

This tag lets you create a dedicated Gorgias View that surfaces all repeat-contact tickets in one place.

Step 8: Post a Slack alert

Add a Slack node (or HTTP Request to a Webhook URL):

• Channel: #support-escalations
• Message:

:rotating_light: Repeat Contact Flagged
 
*{{ $json.customerName }}* ({{ $json.customerEmail }}) has opened *{{ $json.recentTicketCount }} tickets* in the last 7 days.
 
*Latest ticket:* #{{ $json.ticketId }} — {{ $json.subject }}
 
*Recent tickets:*
{{ $json.recentTickets.map(t => `• #${t.id}: ${t.subject} (${t.status})`).join('\n') }}
 
→ <https://your-store.gorgias.com/app/ticket/{{ $json.ticketId }}|View in Gorgias>

Step 9: Activate and test

1. Create a test customer in Gorgias (or use a test email)
2. Submit 3 test tickets from that customer within a few minutes
3. Verify the third ticket triggers the webhook, gets tagged, and posts a Slack alert
4. Toggle the workflow to Active
5. Add Retry On Fail on all HTTP Request nodes

Cost

• n8n Cloud: ~6 node executions per ticket check. If you process 500 new tickets/month and 10% are repeat contacts, that's roughly 3,000 executions/month — well within the free tier.
• Self-hosted: Free.