What SLA thresholds should I set for the warning alert?

A good starting point is alerting at 75% of your SLA window. For a 4-hour first-response SLA, alert at the 3-hour mark. For a 1-hour SLA, alert at 45 minutes. This gives your team enough time to reassign or jump in without creating unnecessary noise.

Should I track first-response time, full resolution time, or both?

Start with first-response time — it's the metric customers feel most and the easiest to act on. Once that's stable, add resolution-time tracking. Monitoring both from day one usually creates alert fatigue before either metric is under control.

How do I handle different SLA tiers for different customer segments?

Define your tiers by tag or customer attribute — for example, VIP customers get a 1-hour first-response SLA while standard customers get 4 hours. In the n8n or code approach, map each tier to its own threshold and check accordingly. Gorgias SLA policies also support per-channel SLA targets.

How do I avoid alert fatigue from too many SLA warnings?

Three tactics: first, only alert once per ticket (deduplicate by ticket ID). Second, batch alerts into a single Slack message if multiple tickets are approaching SLA at the same time. Third, tune your threshold — if you're getting more than 5-10 alerts per day, either your SLA targets are too aggressive or you need to staff up.

How to alert your support lead in Slack when Gorgias tickets approach their SLA deadline

Why monitor SLA breaches proactively?

Most support teams only discover SLA breaches after the fact — in a weekly report or when a customer complains about slow response times. By then the damage is done: the customer has already waited too long, and the breach is already on your scorecard.

Proactive SLA monitoring flips the dynamic. Instead of reviewing breaches retroactively, your team lead gets a Slack alert while there's still time to act — reassign the ticket to an available agent, escalate it, or jump in directly. The result is fewer breaches, faster response times, and a team that catches problems before customers feel them.

What you'll need

Prerequisites

Gorgias account with defined SLA targets (available on Professional plans and above)
Slack workspace with a channel for SLA alerts (e.g., #support-sla-warnings)
Your SLA policy documented: first-response targets per channel or customer tier
(Optional) Gorgias API key for the n8n and code-based approaches

Choose your approach

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

Frequently Asked Questions

How to alert your support lead in Slack when Gorgias tickets approach their SLA deadline

Why monitor SLA breaches proactively?

What you'll need

Choose your approach

Gorgias SLA Views

n8n

Agent Skill

Claude Cowork

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Frequently Asked Questions

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