A complete guide to Gorgias revenue attribution

Let's be honest, being a support leader can sometimes feel like you're shouting into the void. You know your team is creating happy customers and saving sales left and right, but proving that value in a spreadsheet? That’s a whole different ballgame. The rest of the company talks in terms of ROI and revenue, while support is often stuck pointing to CSAT scores and response times, hoping everyone understands that happy customers buy more.

You're seen as a cost center, a line item on the budget that needs to be managed. But what if you could flip that script? What if you could draw a straight, undeniable line from a chat with one of your agents to a cha-ching from the cash register?

That's exactly what revenue attribution promises to do. It’s about connecting your team’s conversations directly to the company’s bottom line.

In this guide, we’re going to pull back the curtain on how Gorgias revenue attribution really works. We'll get into the good, the not-so-good, and show you how to shift from just keeping score to actually putting more points on the board.

What is Gorgias revenue attribution?

At its core, Gorgias revenue attribution is a feature that measures how much money your support team is bringing in. It keeps an eye on sales that happen shortly after a customer chats with one of your agents, then puts a clear dollar amount next to your team’s name.

For anyone running support in e-commerce, this is huge. It completely changes the conversation. Instead of being viewed as an operational cost, your team is suddenly a profit center. You're not just solving problems anymore; you're actively helping the business grow, one conversation at a time.

This feature is part of the Gorgias Pro plan and above, and it's built to sync up nicely with Shopify stores. The dashboard gives you a few key numbers to tell the story: Tickets Converted, Conversion Rate, and the big one, Total Sales from Support.

A look at the Gorgias analytics dashboard where teams can track sales and other metrics related to Gorgias revenue attribution.

How Gorgias revenue attribution actually works

If you're going to bet your team's reputation on a number, you'd better trust how that number is calculated. The magic is in the details, and Gorgias has some specific rules for deciding when a sale gets credited to your support team.

The 3-day attribution window

Gorgias uses a fixed 3-day attribution window. This just means that if a customer creates a support ticket and then places an order within the next three days, that sale is counted as "support-driven."

They used to have 5-day and 7-day options but standardized on three days to give teams a clearer, more immediate picture. A shorter window usually means the link between the conversation and the purchase is stronger, since the advice is still fresh in the customer's mind. The flip side is that it might not catch sales from customers who like to take their time, mull things over, and maybe come back a week later to buy.

What makes a ticket "converted" in Gorgias revenue attribution?

A ticket doesn't get the "converted" stamp just because an agent dropped a product link. The system is a bit more nuanced than that.

• It’s all about the profile: The system syncs a shopper's profile in Gorgias with their customer profile in Shopify. If that customer makes a purchase within the 3-day window, the sale is linked to the support ticket. It doesn't matter if they clicked a specific link from the agent; the fact that they had a recent conversation is what counts.

• Credit goes to the closer: If a few different agents jump into a single ticket, the sale is credited to whichever agent is assigned to the ticket when it’s finally closed. This encourages agents to see conversations through to the end.

• Last touch wins: If a customer opens a few different tickets around the same time, the sale gets attributed to the ticket that was created closest to when the purchase was made.

• Keeping it real: The numbers also adjust for the messy reality of e-commerce. If a customer returns an item or an order is partially refunded, the attributed revenue is updated. This makes your final sales figures much more reliable when you're reporting them.

The upside: What you gain from Gorgias revenue attribution

Having this data isn't just a nice-to-have; it can fundamentally change how your team is perceived and how you operate.

• Finally prove your team's value: You can stop leaning so heavily on metrics like first-response time and CSAT. With revenue attribution, you can walk into a meeting with your boss and say, "The support team generated $50,000 in sales last month." That’s a language everyone understands.

• Identify your sales superstars: The data quickly shows you which agents are naturals at turning questions into conversions. You can then dive into their ticket transcripts and find out exactly what they're doing right. Those conversations become your new training manual for the rest of the team.

• Make a rock-solid case for more resources: Need to hire another agent or want to invest in a new piece of software? Showing that every dollar invested in support brings back five dollars in revenue is the strongest argument you can possibly make. It turns a budget request from an "ask" into a "no-brainer."

• Help out other teams: The insights are valuable beyond your own department. You can tell the marketing team which products get the most pre-sale questions or let the product team know where customers are getting confused on the website. It makes support a source of valuable intelligence for the whole company.

The Gorgias dashboard provides valuable data that can be used to make a case for more resources, showcasing the impact of Gorgias revenue attribution.

Moving beyond the scoreboard: Where Gorgias revenue attribution falls short

Look, Gorgias revenue attribution is a fantastic tool. But it’s a scoreboard. It tells you, with great accuracy, what the final score was. What it doesn't do is help you play the game better. It's a reactive measurement of what’s already happened, and it doesn’t fix the operational headaches that stop your team from having more of those high-value, sales-driving conversations.

The endless tug-of-war: Reactive vs. proactive support

Think about a typical day for your team. Your best, most experienced agents, the ones who can really talk a customer through a complex purchase, are spending half their day typing out "Your order has shipped, here's the tracking number" for the tenth time.

Meanwhile, a potential customer with a high-intent question ("Does this dress run true to size, and will it get here before my friend's wedding on Saturday?") is sitting in the queue, waiting.

Attribution is great for tracking the sale you eventually make with that wedding guest. But it can't tell you anything about the sales you lost because other high-intent shoppers got tired of waiting and bounced. Every minute an agent spends on a simple, repetitive ticket is a minute they can't spend with a customer who actually needs their human expertise to make a buying decision.

This is where you need more than just a tracker. You need something that can proactively clear the noise, freeing up your skilled agents to focus only on the conversations that matter most to the bottom line.

The Gorgias revenue attribution pricing paradox

There’s a strange conflict baked into the Gorgias business model. The platform gives you a tool to prove that having more conversations drives more revenue, but their pricing is based on the number of "billable tickets" your team handles.

So, when Black Friday rolls around and your store is flooded with sales-related questions, what happens? Your revenue attribution numbers look amazing, but your helpdesk bill can explode because of overage fees. You end up being penalized for your own success. The more your team engages in those valuable conversations, the more you risk paying.

It’s a problem we thought a lot about when building eesel AI. We believe you shouldn't have to worry about your costs spiraling out of control during your busiest seasons. That’s why we offer simple, predictable pricing that isn't tied to per-ticket fees. With eesel, you can automate thousands of those "Where is my order?" tickets without ever seeing a surprise on your bill.

A quick look at Gorgias pricing

To get the full context, it helps to see how Gorgias lays out its plans. The cost is tied directly to your ticket volume, and you don't get access to the revenue attribution feature until you're on a higher-tier plan.

Plan	Monthly Price (Billed Annually)	Billable Tickets Included	Overage Cost (per 100 tickets)	Key Feature Highlight
Starter	$10/mo	50	$40	Basic helpdesk for very small stores
Basic	$50/mo	300	$40	Omnichannel inbox and basic rules
Pro	$300/mo	2,000	$36	Revenue Attribution & Reporting
Advanced	$750/mo	5,000	$36	Dedicated success resources

It's important to know what a "billable ticket" is. It's any conversation that gets a response from a human agent, an automated rule, or the Gorgias AI Agent. This just drives home the point: more tickets, even if they're automated within their system, can mean higher costs. Their own AI Agent add-on also charges you per resolved ticket, adding another variable cost into the mix.

The bottom line on Gorgias revenue attribution: Stop just tracking revenue, start creating it

There's no doubt about it: Gorgias revenue attribution is a powerful feature for any e-commerce brand. It gives you the hard data you need to prove your support team's impact and make smarter decisions.

But tracking revenue is only half the battle. Real growth comes from building a system that allows your team to have more high-impact conversations in the first place.

This is where eesel AI comes in. It’s not here to replace your helpdesk. Think of it as a super-powered AI layer that plugs right into Gorgias.

You can get eesel AI live in minutes and immediately start automating all the repetitive, low-value questions that eat up your team's day. This frees them up to focus on the complex, consultative, sales-focused conversations that Gorgias is so good at tracking. It’s the perfect one-two punch: automate the noise with eesel, and track the revenue boom with Gorgias.

Curious how much more revenue your team could be driving? Start your free eesel AI trial and see for yourself. You can even simulate its impact on your past Gorgias tickets to get a real sense of what's possible.