How to Integrate Slack with Gorgias

What you can (and can't) actually do

Before you build anything, calibrate expectations. The native route is one-way: Gorgias sends an outbound HTTP request to Slack when something happens on a ticket, and Slack renders it as a message. That's the whole loop. You cannot reply to a customer, reassign, tag, snooze, or close a ticket from the Slack message — the ping tells you a ticket exists, and the actual work still happens back in Gorgias. Per the official Gorgias Slack documentation, the setup is explicitly "an HTTP integration using Slack incoming webhooks," not a native Slack app.

For an ecommerce team, that's still useful. A #cx-urgent channel that lights up the moment a WISMO ("where is my order?") ticket or a chargeback threat arrives means nobody has to sit refreshing the Gorgias inbox. A #returns channel scoped to return-related tags keeps ops in the loop without giving them a Gorgias seat. You're building a broadcast, not a two-way workspace — and that's the honest shape of it.

Step 1: Create the Slack incoming webhook

The Slack side comes first, because you need the webhook URL before Gorgias has anywhere to send events.

1. Go to the Slack app creation portal and choose Create an App → From scratch. Give it a name (e.g. "Gorgias Notifications") and pick your workspace.
2. In the app's settings, open Incoming Webhooks and flip the toggle to On.
3. Scroll to the bottom and click Add New Webhook to Workspace.
4. Choose the Slack channel the messages should land in (e.g. #cx-tickets) and authorize.
5. Copy the generated Webhook URL. It looks like https://hooks.slack.com/services/… — this is the endpoint Gorgias will POST to.

Keep that URL handy. Anyone who has it can post to your channel, so treat it like a secret.

Step 2: Add the HTTP Integration in Gorgias

Now the Gorgias side. Per the Gorgias HTTP Integrations documentation, you'll find this under the settings gear.

1. Click the Settings icon (bottom-left) → Account → HTTP integration.
2. Open the Manage tab and click Add HTTP integration. Note that only account owners and admins can do this.
3. Enter an integration name (e.g. "Slack — new tickets").
4. Paste your Slack Webhook URL as the endpoint.
5. Set the HTTP method to POST, and the request content type to application/json.
6. Select your trigger(s) — start with Ticket created.
7. In the request body, paste a JSON payload Slack understands (a simple {"text": "New ticket received"} works to prove the pipe; Gorgias' template variables let you inject the ticket subject, customer, and channel).
8. Click Add integration.

Fire a test ticket and you should see a message appear in your chosen channel within about ten seconds. If you want to broaden coverage, the HTTP integration supports more than just "Ticket created" — the full trigger list includes Ticket updated, Ticket message created, Ticket self unsnoozed, Ticket message failed, Ticket assignment updated, and Ticket status updated. A common ecommerce pattern is one integration for Ticket created into #cx-tickets and a second for Ticket message created into a quieter thread so agents can follow live conversations.

Step 3: Know the reliability limits

The native webhook is solid but not infinite. Gorgias documents concrete guardrails worth designing around: each request has a 5-second timeout, and if a request fails on a connection error or timeout, Gorgias retries up to 3 times with exponential backoff — 10 seconds, then 20, then 40. More importantly, Gorgias will automatically disable an HTTP integration after 500 consecutive failed requests to your endpoint, to avoid hammering a dead URL. Slack's incoming webhooks are reliable, so you're unlikely to hit that ceiling — but if you ever swap the endpoint for a flaky intermediary, a silent disable is exactly the failure mode to watch for.

The Zapier / Make alternative

If a one-way ping isn't enough — say you want to create a Gorgias ticket from a Slack message, enrich the Slack notification with order data, or route different tags to different channels with logic — the native HTTP integration runs out of road, and an automation platform picks up. Gorgias maintains a first-party Zapier connection, and Make and Pipedream offer similar Gorgias–Slack building blocks. Here's the honest trade-off:

For most teams that just want "tell me in Slack when a ticket lands," the native HTTP integration is the right call — it's free, it's in-product, and it does one thing well. Reach for Zapier when you need conditional routing or a reverse Slack-to-ticket flow. If you're weighing this alongside your wider stack, our roundup of the best Gorgias integrations puts it in context, and if Gorgias itself is new to you, start with what Gorgias is.

The honest limits — and where an AI layer picks up

Give the native route its due: it's genuinely free, it's built into every plan, and it reliably broadcasts ticket events into Slack. But notice its ceiling. It is a doorbell, not a workspace. It tells you a WISMO ticket arrived; it can't tell you where the order actually is. It surfaces a returns question in #returns; it can't check the return window, look up the policy, or draft the reply. Every Slack ping still resolves to a human opening Gorgias, reading the ticket, pulling data from Shopify, and typing an answer. The notification saves you the refresh; it saves you none of the work.

There's also the support caveat: while anyone can build this on any plan, Gorgias notes that hands-on help setting it up or debugging it is "only supported for customers on Advanced plans or higher, due to the manual work required." So a smaller store is somewhat on its own if the JSON payload misbehaves.

This is the seam where an AI agent layer fits — and it's worth being clear about what that category does. The point of AI agents for customer service is to do the reasoning-heavy work a notification can't: read the ticket, understand intent, fetch the real answer, and reply. Macha is one such layer, and it runs on top of the Gorgias you already use as a native connector — it does not replace Gorgias, your inbox, your macros, or the customer sidebar that agents rely on (we cover that in the Gorgias customer sidebar explained). Connect Macha to Gorgias, and instead of a Slack channel that merely announces a WISMO ticket, an agent can look up the order status through a custom tool that turns your fulfillment API into something the agent can call, draft a grounded reply, and hand off cleanly when a human is genuinely needed. Credits are consumed per AI action, not per resolution — see the pricing breakdown for how that works.

The clean division of labour: keep the Slack webhook if you like the ambient awareness of a channel that pings on new tickets, and layer an agent on top for the part a ping can't do — actually answering the ticket the ping is telling you about.

FAQ

Is there a native Gorgias Slack app? No. The Gorgias App Store returns zero results for "Slack," and Gorgias does not ship a first-party one-click Slack app. The supported native path is an HTTP Integration pointed at a Slack incoming webhook, documented by Gorgias itself as "an HTTP integration using Slack incoming webhooks."

Can I reply to a customer from the Slack message? No. The native integration is one-way — Gorgias posts a notification to Slack, but you can't reply, reassign, tag, or close the ticket from Slack. The actual work happens back in Gorgias. For two-way flows you'd need Zapier, Make, or Pipedream.

Which ticket events can I send to Slack? Via the HTTP integration, the available triggers include Ticket created, Ticket updated, Ticket message created, Ticket self unsnoozed, Ticket message failed, Ticket assignment updated, and Ticket status updated. Most teams start with "Ticket created."

Do I need a paid Gorgias plan to set this up? The HTTP integration is available on all Helpdesk plans, and you can build the Slack webhook yourself on any plan. Gorgias only restricts hands-on setup support to Advanced plans or higher — self-serve works everywhere.

Can I add AI to Gorgias without replacing it? Yes. An AI agent layer like Macha connects to Gorgias as a native connector and runs on top of your existing help desk — it doesn't replace Gorgias or your Slack notifications. It handles the part a Slack ping can't: reading the ticket, looking up order or account data, and drafting or sending a grounded reply.

Ready to turn Slack pings into actual answers? Start a free trial of Macha and connect it to your Gorgias in minutes.