Monitor SLA status in Gorgias using SLA Views (limited)

Prerequisites

Overview

Gorgias includes built-in SLA policies that track first-response and resolution times against targets you define. Combined with filtered Views, your team can see at a glance which tickets are approaching or have already breached their SLA. However, this approach is passive — Gorgias cannot send proactive Slack alerts when an SLA deadline approaches. Your team lead must manually check the View to spot at-risk tickets.

This guide walks you through setting up SLA policies and Views to get the most out of Gorgias's native capabilities, and explains where those capabilities end.

Step 1: Define your SLA policy

Go to Settings → Automation → SLA Policies → Create SLA policy.

Define your targets based on channel and priority:

Adjust these to match your actual commitments. If you publish response-time guarantees on your website or in contracts, your SLA policy should match or beat those numbers.

Step 2: Create an SLA status View

Go to Tickets → Views → + Create View.

View name: SLA — Approaching Breach

Filters:

• Status: Open
• SLA: First reply due (choose a time window, e.g., "due within 1 hour")

This shows you every open ticket where the first-response deadline is less than an hour away.

Create a second View:

View name: SLA — Breached

Filters:

• Status: Open
• SLA: First reply overdue

This catches any tickets that have already missed their target.

Step 3: Pin the Views for your team

Drag both Views to the top of your sidebar so they're always visible. Brief your team leads to check these Views at the start of their shift and periodically throughout the day.

You can also create per-agent Views by adding an "Assigned to" filter — useful for team leads who want to monitor their direct reports' SLA performance.

Step 4: Set up SLA breach Rules (limited)

Gorgias Rules can trigger on SLA breach events, but the available actions are limited:

Go to Settings → Automation → Rules → Add rule.

When: SLA first reply time breached

Actions available:

• Add a tag (e.g., sla-breached)
• Assign to a specific agent or team
• Set priority to Urgent

Step 5: Configure email notifications (partial workaround)

Gorgias can send email notifications to agents when they're assigned a ticket. By combining the SLA breach Rule (which reassigns the ticket to the team lead) with Gorgias email notifications, the lead gets an email — but not a Slack message.

Go to Settings → Notifications and ensure the team lead has "Ticket assigned to me" email notifications enabled.

This is a workaround, not a real-time Slack alert. The email may be delayed, and it doesn't include SLA-specific context like time remaining.

Step 6: Establish a manual monitoring cadence

Since proactive alerts aren't available natively, create a schedule:

1. Team lead checks the SLA Views every 30-60 minutes during business hours
2. Morning review: Check the "SLA — Breached" View first thing to handle any overnight breaches
3. End-of-shift handoff: Check "SLA — Approaching Breach" and flag anything that will breach during the next shift

What this approach can do

• Track SLA status on every ticket automatically
• Show at-risk and breached tickets in filtered Views
• Auto-tag and reassign breached tickets via Rules
• Send email notifications on reassignment

What this approach cannot do

• Send a Slack alert before or when an SLA is breached
• Proactively notify a team lead in real time
• Alert based on approaching (not yet breached) SLA deadlines
• Batch-summarize SLA risk across the queue

For proactive Slack alerts — the core goal of this recipe — use the n8n, Agent Skill, or Cowork approaches. They poll the Gorgias API on a schedule, calculate time remaining against your SLA targets, and post to Slack when tickets cross your warning threshold.

Cost

Gorgias SLA policies and Views are included on Professional plans and above. No additional cost beyond your Gorgias subscription.