A practical guide to the Gorgias average response time and zero touch tickets report

If you’re running a support team, you live and breathe efficiency. The goal is always the same: keep customers happy and help your team work smarter, not harder. To do that, you need to know what’s actually going on, and that’s where dashboards and reports come in handy. They help make sense of all the data.

Gorgias's Agent Performance report is a decent place to start, especially with its newer metrics like Average Response Time and Zero-Touch Tickets. These numbers give you a quick look at your team's speed and how well your automations are working.

But what do these metrics tell you in the real world? This guide will walk you through the report, show you how to use it, and have an honest chat about its weak spots. Most importantly, we'll look at how a modern AI layer can help you make real progress on these numbers without any guesswork.

What is the Gorgias average response time and zero touch tickets report?

The Agent Performance report is Gorgias's built-in tool for checking in on how your support agents are doing over time. It’s there to help you see who’s knocking it out of the park, who might need a little coaching, and get a general feel for your team's productivity.

A screenshot of the Gorgias Agent Analytics Dashboard, which is part of the Gorgias average response time and zero touch tickets report.

The report has a few standard metrics, but let's zoom in on the two that give you the clearest read on speed and automation.

• Average Response Time: This isn't just about the first reply. Gorgias's Average Response Time (ART) looks at the average time between every message back and forth between a customer and an agent in a ticket. It gives you a much better sense of the conversational rhythm. A low ART means your team is keeping conversations moving and customers aren't left hanging.

• Zero-Touch Tickets: Think of this as your automation grade. It counts how many tickets were solved and closed without a human agent ever getting involved. These are usually handled by Gorgias’s own automation tools, like Rules or their AI Agent. A high number here is a good sign, meaning your systems are fielding the simple stuff so your team can tackle the tougher problems.

The report also shows things like Customer Satisfaction (CSAT), Resolution Time, and total closed tickets. But by keeping an eye on ART and Zero-Touch Tickets, you get a direct view of your efficiency and how much value you're getting from automation.

How to use the report

Data is only really useful when it helps you do something differently. This report is best used as a launchpad for asking good questions and making smart tweaks to your support workflow.

Here’s how you can actually use the data:

Spot coaching opportunities

Notice one agent's average response time is starting to climb? It might not be that they're slowing down. Maybe they're getting swamped with tricky tickets or haven't quite mastered using macros and templates. Before jumping to conclusions, take a look at their tickets to figure out the "why" behind the number. You might find they need a bit more training, better tools, or just a more balanced ticket load.

Check your automation strategy

If your zero-touch ticket count is lower than you'd like, that’s a pretty clear signal your automations aren't doing their job. Are your rules too narrow? Are they missing common questions? This metric is telling you it's time to lift the hood on your Gorgias Rules and see where things are going wrong. It’s a direct pointer to review which common questions are slipping through and landing in your agents' queues.

Optimize your team's workload

Are response times high for everyone on the team? That could be a sign you’re understaffed for the number of tickets you're getting. On the other hand, if you have a consistently high number of zero-touch tickets, you might have freed up a good chunk of your team's time. This is a great chance to point them toward more proactive work, like pre-sales chats or checking in with VIP customers.

Measure the impact of your changes

This report is your feedback loop. After you create a new Gorgias Rule, update a macro, or run a training session, this is where you go to see if it actually helped. By comparing the numbers week-over-week or month-over-month, you can see for sure whether your changes are making a real difference.

Limitations of the report

While the Gorgias report is good at telling you what happened, it often doesn't explain why it happened or give you the best tools to fix the problem. Sticking only to Gorgias's built-in features can get you stuck in a slow, reactive loop.

It’s reactive, not proactive

The report shows you what already happened. You see a problem, you go manually adjust some rules, you wait a week, and then you check the report again to see if it worked. It’s a lot of trial and error, and there’s no way to know how a new automation rule will perform before you set it live. You're constantly looking in the rearview mirror.

Automation can get messy

Getting more zero-touch tickets usually means building a complex web of Gorgias Rules and Macros. As your business grows, this can become a real headache to manage. One small change to a rule can have unexpected ripple effects. Plus, the automation is often based on simple keywords that can easily miss the nuance in how a customer actually asks a question.

Your knowledge is stuck in silos

Gorgias's AI and automation pull from knowledge inside the Gorgias ecosystem, like your Help Center articles and past tickets. But what about when the answer a customer needs is buried in a Google Doc, a Confluence page, or an internal PDF? The automation hits a wall, a ticket is created, and your average response time suffers. Your AI is only as smart as the information it can reach, and native tools tend to keep it boxed in.

The pricing paradox

This is a big one. Gorgias's ticket-based pricing model creates an awkward situation. You want to automate more tickets to be more efficient, but every automated interaction or agent reply can count as a "billable ticket." So, during a big sale, a successful automation push could actually push you into expensive overage fees. It makes you second-guess scaling your automations because you might get penalized for doing a good job.

A better way to improve your metrics

Instead of trying to force a limited system to do more, you can add a smarter layer on top of what you already have. This is what a tool like eesel AI does. It connects directly with your helpdesk, like Gorgias, and solves the problems we just discussed without you having to change your entire setup.

Bring all your knowledge together

First thing's first: your AI needs access to all the answers. eesel AI breaks down those knowledge silos by connecting to all your information, wherever it lives. It learns from your help center and past tickets, sure, but it also hooks into Notion, Confluence, Google Docs, and dozens of other tools your team uses daily. This gives your AI a complete picture of your business, so it can answer a much wider range of questions and really boost your zero-touch ticket rate.

A visual of eesel AI connecting to various knowledge sources to improve the Gorgias average response time and zero touch tickets report metrics.

Test with confidence using simulation

Here’s where it gets cool. Instead of the old "tweak, hope, and see" approach, eesel AI’s simulation mode lets you test your AI setup on thousands of your own past tickets. In a safe, sandboxed environment, you can see exactly how the AI would have handled real customer questions. You get a solid, data-backed forecast of your new zero-touch rate and what you could save before you flip the switch for customers. This takes all the guesswork and risk out of the equation.

A screenshot of eesel AI’s simulation mode, which helps forecast improvements to the Gorgias average response time and zero touch tickets report.

Go live in minutes with a self-serve setup

You can forget about long sales calls and mandatory demos. With eesel AI, you can get started all by yourself. Connecting your helpdesk and knowledge sources just takes a click, and you can get your AI agent configured and running in a few minutes. It's designed to be incredibly simple and self-serve, so you can see results almost right away.

How pricing affects your metrics

To get the full picture, you have to talk about the pricing model. How you pay for a tool has a big influence on how you use it, especially with automation.

Gorgias charges you based on the number of tickets. You pay a monthly fee for a certain number of "billable tickets," and if you go over, you get charged extra.

Pricing is based on information from Gorgias's public pricing page and may be subject to change.

The tricky part is that a "billable ticket" is any conversation that gets a response from a human, a Rule, or the AI Agent. This means that even as you automate more, your ticket count can still climb, leading to some surprising bills after a promotion or during your busy season.

This is a huge difference compared to eesel AI's predictable pricing. Our plans are a flat monthly fee for a set number of AI interactions. We don't have per-resolution fees that punish you for successfully automating more of your support. This gives you a predictable budget and lets you scale your automation without worrying about costs spiraling out of control.

Moving from metrics to improvements

The Gorgias average response time and zero touch tickets report is a useful tool. It gives you a couple of key numbers to start checking the pulse of your support operation. But the data is just the beginning.

Trying to solve everything with native tools can trap you in a slow, reactive cycle of tweaking rigid rules, hoping it works, and worrying about unpredictable costs.

A modern AI layer like eesel AI gives you a better path forward. By bringing all your knowledge together, letting you simulate performance before launch, and offering predictable pricing, it helps you move from just looking at metrics to actually improving them, safely and confidently. You can finally get ahead of the ticket queue instead of just trying to keep up with it.

Ready to see what real, risk-free automation feels like? Try eesel AI with your Gorgias helpdesk and get a forecast of your potential automation rate in minutes.