Handle Gorgias ticket escalations automatically
When a Gorgias ticket's priority changes to urgent, Macha gathers the full ticket context, searches your macros and help center for relevant guidance, adds a detailed summary note, and alerts the team in Slack.
Ensures escalated tickets are handled fast with complete context, and the right people are notified immediately.
How it works
Ticket Updated
Ticket priority changed to Urgent
Get ticket details
Ticket #8301 — customer reporting a charge for an order they never received, 3 replies, open 4 hours
Search macros
Found: "Missing Package Investigation" and "Chargeback Prevention" macros
Add summary note
Added internal note with full context, suggested steps, and escalation history
Notify team
Posted escalation alert to #escalations channel
Escalation alert posted to Slack:
• Ticket: #8301 — charged for an undelivered order
• Customer: [email protected] (VIP)
• Open for: 4 hours, 3 customer replies
• Context: Investigation steps from macros added as internal note
• Action needed: Refund approval recommended before chargeback
Triggers & Actions
Trigger
Ticket Updated
Gorgias
Fires when a ticket is updated — status, priority, assignment, tags.
Action
Get Ticket
Gorgias
Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.
Action
Search Macros
Gorgias
Search Gorgias macros (canned responses) by name — find the right pre-written reply for a question.
Action
Add Internal Note
Gorgias
Post a private internal note on a Gorgias ticket — visible only to agents.
Action
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
Related use cases
Auto-reply using knowledge base articles
When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.
Draft ticket responses for agent review
Macha reads the ticket, searches relevant documentation in Notion, and drafts a response for the agent. The agent can edit, approve, or rewrite before sending.
Triage and route tickets by topic
When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.
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