A practical guide to Gorgias analytics

If you're running an e-commerce brand, chances are you use a tool like Gorgias to handle customer support. It’s a solid helpdesk, for sure. But the real path to growth comes from digging into your data and actually understanding what your customers are saying and how your team is performing.

While Gorgias gives you a set of built-in analytics, a lot of teams eventually hit a wall. They need more than the basic reports to truly level up their support operations. In this guide, we'll walk through what the native Gorgias analytics can do, where it falls short, and how you can layer in modern AI tools to get the answers you’re actually looking for.

What is Gorgias analytics?

Gorgias analytics is simply the reporting toolset built right into the Gorgias platform. It’s designed to give you a quick overview of your support performance without needing to export data or use another app.

A screenshot of the Gorgias analytics dashboard, showing key support metrics.

You’ll find most of it under the "Statistics" tab in your dashboard. It’s flexible enough, letting you filter data by date ranges, agents, channels, and tags. According to their own docs, the main reports you'll be using are:

• Support performance: Your main dashboard for team and individual agent metrics.

• AI Agent report: A specific report to see how Gorgias's own automation features are doing.

• Live statistics: A real-time look at ticket volume and what agents are working on.

• Custom dashboards: Lets you build your own views to track the specific KPIs that matter to your team.

Think of it as the control panel for your support desk, giving you the basic dials and readouts for day-to-day monitoring.

Key metrics you can track with native Gorgias analytics

So, what can you actually measure straight out of the box? Gorgias splits its analytics into a few key areas, helping you keep an eye on both your human agents and any automation you have in place.

Agent and team performance metrics

This is the core of any support analytics tool. Gorgias provides the essential metrics you need to see how your team is handling the queue.

The agent analytics dashboard in Gorgias provides insights into team performance.

• First Response Time (FRT): A classic for a reason. This measures how long a customer waits for that first reply after opening a ticket.

• Resolution Time: This tracks a ticket's entire journey, from the moment it’s created to when it’s marked as closed.

• Closed Tickets: A simple count of how many tickets an agent or the team has resolved over a specific period.

• Customer Satisfaction (CSAT): This pulls in the average score from the satisfaction surveys you send out after a conversation ends.

• One-Touch Tickets: This is a great efficiency metric. It shows you the percentage of tickets that were solved with just a single reply from your agent.

AI performance and ticket intent

If you're using the Gorgias AI Agent, it comes with its own report to track performance. This is where you can start to gauge the impact of automation on your support load.

The report breaks down a few key things:

• Automated Interactions: This counts how many tickets the AI handled from start to finish without a human agent ever touching them.

• AI Intent: Gorgias tries to categorize what each ticket is about (like "order status" or "refund request"). This helps you see the most common reasons people contact support.

• AI Agent Outcome: This shows you what the AI did. Did it successfully close the ticket, or did it have to pass it off to a human?

This data helps you figure out what kinds of questions your AI is good at handling and where it’s still getting stuck.

Business intelligence and third-party integrations

Gorgias knows its native analytics has limits, so it offers integrations to send your data to more powerful business intelligence (BI) tools. Many brands connect Gorgias to platforms like Daasity or Glew to mix support data with sales and marketing information, creating a more complete view of the business.

It also has a built-in integration for Google Analytics that can track page views on your Help Center. But it has some surprising limitations. For example, it can’t track what customers are searching for in your help center or if they end up submitting the contact form, which are pretty big blind spots when you're trying to improve self-service.

The limitations of native Gorgias analytics

While the built-in reports are a decent start, growing teams often find they need more. Once you get past basic daily monitoring, you start running into some gaps that can prevent you from making real, strategic improvements.

Lack of deep, actionable insights

The biggest issue with native Gorgias analytics is that it shows you what happened, but it almost never tells you why. You might see that your team’s first response time went up last week, but the report can’t explain if it was due to a complex new product bug, an understaffed shift, or a confusing macro that agents kept messing up.

The analysis is pretty surface-level. To find the root cause of a trend, you're back to manually digging through tickets one by one. Real improvements come from understanding the context behind the numbers, and that context is usually missing.

Siloed data and incomplete context

Gorgias analytics lives in its own little world. It knows everything happening inside the helpdesk but is clueless about the rest of your business. Want to see if a great support interaction leads to a higher customer lifetime value (LTV)? Or if customers who use chat support tend to buy from you again? To answer those kinds of questions, you have to export data into spreadsheets or pay for those complex BI tools.

This silo problem affects automation, too. The AI's knowledge is typically stuck within your helpdesk articles. It can't pull answers from an internal wiki in Confluence, a product spec sheet in Google Docs, or a thread in Slack. This means it can only answer a small slice of questions, pushing more work back to your human agents.

No way to test, simulate, or forecast

This one is a big deal. With Gorgias's native AI, you basically have to flip a switch and cross your fingers. There's no way to safely test your automation on past tickets to see how it would have performed. You can't preview the kinds of responses it would have sent or see which tickets it would have struggled with.

This means you can't get a reliable forecast of your potential automation rate or cost savings before you go live. For anyone trying to make a data-driven decision, this "trust fall" approach to AI feels like an unnecessary risk.

How to get more from your Gorgias analytics with an AI platform

Instead of going through the headache of switching helpdesks, you can just add a smarter AI layer on top of the tools you already have. A platform like eesel AI plugs directly into Gorgias, enhancing its capabilities without disrupting your team's workflow.

Unify knowledge sources for more accurate AI and analytics

First off, eesel AI breaks down those data silos. In just a few clicks, you can connect it to all of your company knowledge, not just your helpdesk articles. It can pull in content from Confluence, Google Docs, Notion, Slack, and wherever else your team stores information.

eesel AI connects to all your company's knowledge sources to provide more accurate and comprehensive answers, improving your Gorgias analytics.

This gives the AI a complete picture of your business, products, and policies. The result is more accurate answers, a higher automation rate, and fewer tickets escalated to your team. Your analytics start to reflect a smarter support operation from day one.

Simulate performance and forecast ROI beyond native Gorgias analytics

Remember that "trust fall" approach we talked about? With eesel AI, you don't have to do it. Its simulation mode lets you test your entire AI setup on thousands of your historical tickets before it ever interacts with a single live customer.

The simulation mode in eesel AI lets you test your AI setup on historical Gorgias analytics data to forecast performance.

You can see exactly how the AI would have responded to real customer questions, letting you tweak its tone and behavior in a safe environment. The simulation also provides a clear, data-backed forecast of your potential automation rate and cost savings, so you can build a solid business case for AI without any guesswork.

Get actionable reporting that finds knowledge gaps

The reporting in eesel AI is designed to be useful, not just interesting. Instead of showing you vanity metrics, it analyzes conversations where the AI couldn't find an answer and points out the specific gaps in your knowledge base. It basically hands you a to-do list for improving your documentation.

eesel AI's reporting helps identify knowledge gaps to improve your Gorgias analytics and automation rate.

Even better, it has a feature that automatically drafts new knowledge base articles based on successful resolutions by your human agents. It identifies what's working and helps you turn that knowledge into self-service content, creating a feedback loop for constant improvement.

A quick look at Gorgias pricing

To give you the full picture, it helps to understand how Gorgias structures its pricing. The plans are mainly based on the number of "billable tickets" you handle each month. This can make your costs unpredictable, especially during busy seasons like Black Friday.

On top of the base plan, the AI Agent is an add-on priced per automated interaction. This creates a strange incentive: the better your automation works, the higher your bill gets.

This model can be tough to swallow. In contrast, a platform like eesel AI offers straightforward pricing based on features and capacity, with no per-resolution fees. Your costs are predictable, and you aren't penalized for successfully automating more conversations.

A better way to use Gorgias analytics for your support

The native Gorgias analytics is a fine starting point for any support team. But if you're serious about using data to become more efficient and improve the customer experience, you’ll likely run into its limits.

Replacing your helpdesk is a massive project that nobody wants to deal with. The smarter move is to enhance the tools you already have. A platform like eesel AI is self-serve, so you can get started in minutes. It plugs into your existing Gorgias workflow and immediately gives you powerful simulation, unified knowledge, and genuinely useful analytics, all with a predictable price tag.

Why not see for yourself? You can connect your Gorgias account and run a free, no-risk simulation to get an instant look at your potential automation rate.