A practical guide to Gorgias reports in 2025

If you're a customer experience (CX) manager, you probably live and breathe data. It’s how you justify hiring more people, show how your team is crushing it, and prove that the support department is more than just a cost center. Gorgias, a go-to helpdesk for ecommerce brands, has a whole suite of reporting tools built to give you exactly this kind of visibility.

But let's be honest, getting the full picture can be tough. The standard reports are great, but they don't always tell the whole story, especially when your team's knowledge and customer info are scattered across different apps.

This guide will walk you through everything you can do with native Gorgias reports. We’ll break down the key metrics you can track, talk about the platform's current limits, and show you how to get a single, clear view of your entire support operation.

What are Gorgias reports?

Gorgias reports are the built-in analytics tools that help you measure and make sense of your customer support performance. Instead of wrestling with spreadsheets and raw data exports, you can see your key performance indicators (KPIs) visualized right inside the helpdesk.

The analytics suite is split into a few main areas:

1. Live Statistics: These are your real-time dashboards for keeping an eye on daily activity, ticket volume, and which agents are online.

2. Support Performance Reports: This is where you look at historical data to see how your team and different channels are performing over time, focusing on metrics like response and resolution times.

3. Dashboards: Here, you can create custom views by mixing and matching over 70 different metrics. It's perfect for tracking specific goals, like getting your ticket backlog under control or boosting your CSAT score.

4. AI Agent Reports: A specific section designed to show you the impact of Gorgias's own automation features.

A screenshot of the Gorgias user interface, providing a visual example of the dashboards discussed in the Gorgias reports.

At the end of the day, these tools are all about helping you move from a reactive "firefighting" mode to a more proactive, data-driven CX strategy. They help you spot trends and fine-tune how your team works.

What you can track with Gorgias reports out of the box

Gorgias gives you a solid foundation for tracking the metrics that every support leader cares about. You can get a pretty clear picture of your day-to-day operations without needing to look anywhere else.

Key support performance metrics in Gorgias

Gorgias does a great job of tracking the industry-standard KPIs you need. You can easily keep tabs on:

• Ticket Volume: See how many tickets are created versus closed. This is essential for understanding your backlog and figuring out staffing, especially during busy seasons.

• First Response Time (FRT): A classic metric that measures how quickly your team gets back to customers with an initial reply.

• Resolution Time: This shows the average time it takes to completely solve a customer's problem, from the moment they reach out to the final click.

• Customer Satisfaction (CSAT): Track how customers feel about their support interactions over time to gauge the quality of your service.

• One-Touch Tickets: This measures the percentage of tickets solved with just one agent reply. It's a fantastic indicator of efficiency.

Tracking agent and team performance in Gorgias

Want to see how individual agents or the whole team are doing? The Agent Performance report lets you drill down into the specifics. It's a great way to spot your top performers and find opportunities for coaching. You can see things like:

• Tickets closed per agent

• Average CSAT score for each team member

• Individual first response and resolution times

• Total online time and messages sent per hour

An example of the agent analytics dashboard in Gorgias reports, showing individual performance metrics.

Measuring automation and AI agent impact in Gorgias

If you're using Gorgias's built-in AI and automation, the AI Agent Overview report gives you a sense of how it's performing. You can track:

• Overall Automation Rate: The percentage of customer questions that were answered without a human agent getting involved.

• Automated Interactions by Feature: See which tools are doing the heavy lifting, whether it's Flows, Order Management, or the AI Agent.

• Time and Cost Saved: Gorgias provides an estimate of the operational savings from its automation. This is helpful for thinking about ROI, but it’s worth remembering that it only accounts for what Gorgias’s own tools are doing.

The limitations of Gorgias reports

While Gorgias gives you a strong set of tools, CX leaders often find they hit a ceiling when they need to answer more complex or strategic questions. The problem isn't usually with the metrics themselves, but with the lack of flexibility and a view of the bigger picture.

The challenge of building custom reports

One of the biggest hurdles right now is the inability to build reports from scratch. You can create dashboards using a pre-made list of charts, which is useful, but you can't just grab any two data points and combine them into a new graph.

In fact, the ability to "Build Custom reports" is on the official Gorgias Product Roadmap for 2025, which tells you that users are definitely asking for more flexibility. This makes it tricky to answer very specific business questions without having to export data and mess with it in another tool.

Why Gorgias reports lack a unified view across your tech stack

Gorgias reports are great at telling you what’s happening inside Gorgias. But what about all the other places your team works? What about the knowledge your agents are searching for in Confluence or Google Docs? Or the internal questions flying back and forth in Slack?

Your helpdesk data is just one piece of the puzzle. Without connecting it to everything else, you can't answer critical questions like, "Which of our help articles are so confusing that they're causing the most tickets?" or "What common questions from the sales team end up in our support channel?" This data silo is a common headache that keeps you from seeing the full customer journey.

AI reporting in Gorgias is a walled garden

The AI Agent reports are nice, but they only work for Gorgias's native AI. What happens if you need a more powerful AI that can connect to your warehouse management system or handle custom actions? You're stuck. You either have to use Gorgias's more limited AI to get the reporting or switch to a better AI and fly blind without the data.

This is where a solution like eesel AI really makes a difference. It integrates directly into your Gorgias helpdesk, so you don't have to rip out what's already working. You get a more powerful, flexible AI that connects to all your knowledge sources, plus a dedicated reporting suite to track how it's actually doing.

Gorgias pricing

Getting a handle on the pricing structure is important, as it’s all based on volume. Gorgias uses a ticket-based model, so your cost goes up with your support demand, not your number of agents. Here’s a quick look at the plans from their official pricing page.

How to enhance your Gorgias reports

Instead of going through the pain of switching helpdesks, you can plug these reporting gaps by integrating other powerful tools directly into Gorgias.

Using BI and analytics integrations

The Gorgias App Store has a handful of BI and analytics tools that can pull data from Gorgias into one central dashboard. Tools like Geckoboard or Daton let you combine Gorgias metrics with data from your other platforms, but they can often require a fair bit of technical setup.

Unified AI reporting and insights with eesel AI

If you're looking for a solution that’s built for AI from the ground up, eesel AI offers a much more direct path to insights you can actually use.

• One-Click Integration: eesel AI connects to Gorgias, Confluence, Google Docs, Slack, and over 100 other tools in just a few minutes. You get a single dashboard that shows you not just your AI's performance, but why it's performing that way.

• Actionable Knowledge Gap Analysis: The eesel AI dashboard goes beyond a simple automation rate. It analyzes conversations where the AI couldn't find an answer and points out the exact gaps in your knowledge base. It basically gives you a to-do list for creating new help content.

• Risk-Free Simulation: Before you let an AI loose on your customers, eesel AI has a simulation mode that runs on thousands of your past Gorgias tickets. It gives you a precise, data-backed forecast of your potential resolution rate and cost savings, so you can go live with confidence. This is a level of predictive insight that native Gorgias reports just can't offer.

Go beyond standard Gorgias reports to drive growth

Gorgias reports are a fantastic starting point for any ecommerce support team. You can easily track your core KPIs, check in on agent performance, and build dashboards to keep your team aligned.

But if you want to turn your CX team from a cost center into a growth engine, you need deeper, more connected insights. By understanding the current limits around custom reporting and data silos, you can start taking steps to fill those gaps.

Integrating a platform like eesel AI lets you keep the helpdesk you already know while unlocking a new level of intelligence. You can automate more conversations, get a complete view of your entire knowledge ecosystem, and make decisions based on the full story.

Ready to see what your data is really trying to tell you? Try eesel AI on your Gorgias tickets today.