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 an excellent 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 discuss how to get the most out of its data. Most importantly, we'll look at how a specialized AI layer can help you make real progress on these numbers alongside Gorgias.

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.

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 success rate. It counts how many tickets were solved and closed without a human agent ever getting involved. These are handled by Gorgias’s robust automation tools, like Rules or their AI Agent. A high number here is a great 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. By keeping an eye on ART and Zero-Touch Tickets, you get a direct view of your efficiency and the impressive 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 refinements 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 signal that your automations could be further optimized. Are your rules too narrow? Are they missing common questions? This metric is telling you it's time to review your Gorgias Rules and see where you can expand them. It’s a direct pointer to review which common questions could be handled automatically to free up your agents' queues.

Optimize your team's workload Are response times high for everyone on the team? That could be a sign you’re growing so fast that you're ready for more staff. 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 refinements are making a real difference.

Considerations for maximizing your reporting

While the Gorgias report is excellent at telling you what happened, there are a few considerations to keep in mind to ensure you're getting the absolute most out of your 2026 support strategy. Combining Gorgias's built-in features with proactive analysis is often the best approach.

A historical foundation The report shows you performance over time. To move from reactive to proactive, many teams like to combine these reports with manual ticket reviews to understand the context behind the data. While the report doesn't forecast how a new rule will perform, it provides the essential historical data you need to make informed decisions.

Scaling your automation rules Gorgias allows you to build a sophisticated system of Rules and Macros. As your business grows, it’s a good idea to periodically audit these to ensure they remain streamlined. Because native automation is highly precise, adding a specialized AI layer can help handle more nuanced customer questions that might otherwise fall through the cracks.

Expanding your knowledge reach Gorgias's AI and automation are highly effective at pulling from knowledge inside the Gorgias ecosystem, like your Help Center articles. For teams that have answers buried in a Google Doc, a Confluence page, or an internal PDF, connecting these external sources via an integration can further boost your automation metrics.

Understanding Gorgias's tiered pricing model Gorgias's ticket-based pricing model is designed to scale with your business in 2026. You pay based on the volume of "billable tickets." This provides a clear structure, though it's important to monitor your volume during peak seasons to ensure you're on the most efficient plan for your current ticket levels.

A complementary way to improve your metrics

Instead of relying solely on one tool, you can add a specialized layer on top of your existing setup. This is what a tool like eesel AI does. It connects directly with Gorgias and works within the ecosystem to solve the considerations we just discussed.

Bring all your knowledge together Your AI performs best when it has access to all the answers. eesel AI enhances your Gorgias setup by connecting to all your information, wherever it lives. It learns from your help center, but it also hooks into Notion, Confluence, Google Docs, and dozens of other tools. This gives the AI a complete picture of your business, so it can answer a broader range of questions and support your zero-touch ticket rate.

Test with confidence using simulation To complement Gorgias's reporting, eesel AI’s simulation mode lets you test your setup on thousands of your own past tickets. In a safe 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 before you go live. This adds a layer of predictability to your automation strategy.

Go live in minutes with a self-serve setup With eesel AI, you can get started quickly. Connecting your helpdesk and knowledge sources takes just a click, and you can get your AI agent configured and running in a few minutes. It's designed to be a simple, self-serve addition that helps you see results in your Gorgias reports almost right away.

How pricing fits into your strategy

To get the full picture, it's helpful to understand the pricing model. Gorgias offers a structured approach based on the number of tickets to match different business sizes.

Plan	Monthly Price (Billed Monthly)	Included Billable Tickets	Key Feature
Starter	$10/mo	50	Core channels
Basic	$50/mo	300	Rules & macros
Pro	$300/mo	2,000	Revenue statistics
Advanced	$750/mo	5,000	Dedicated support

Pricing is based on information from Gorgias's public pricing page and may be subject to change in 2026.

A "billable ticket" covers any conversation that receives a response from a human, a Rule, or the AI Agent. This tiered system ensures you have access to Gorgias's full suite of professional tools as you scale.

For teams looking for a different structure for their AI interactions, eesel AI's predictable pricing offers a flat monthly fee. Many teams use both, utilizing Gorgias as their powerful core helpdesk and eesel AI as a specialized automation partner to maintain a predictable budget for specific AI tasks.

Moving from metrics to improvements

The Gorgias average response time and zero touch tickets report is a powerful tool. It gives you the key numbers you need to check the pulse of your support operation and is part of why Gorgias is a market-leading platform.

By using these reports as a foundation and adding a modern AI layer like eesel AI, you can take a comprehensive approach to your 2026 support goals. Bringing all your knowledge together and simulating performance before launch helps you move from just looking at metrics to actively improving them with confidence.

Ready to see how specialized automation can enhance your setup? Try eesel AI with your Gorgias helpdesk and get a forecast of your potential automation rate in minutes.