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 focused on CSAT scores and response times, hoping everyone understands that happy customers buy more.

You're often seen as a cost center, 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 purchase 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 works. We'll get into the benefits 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 in 2026, this is huge. It completely changes the conversation. Instead of being viewed as an operational cost, your team is recognized as 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 beautifully 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.

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."

By standardizing on three days, Gorgias gives teams a clearer, more immediate picture. A shorter window ensures the link between the conversation and the purchase is strong, as the helpful advice is still fresh in the customer's mind.

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 sophisticated and nuanced.

• 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. This recognizes the overall value of the recent interaction.
• 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 a successful resolution.
• 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 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 for reporting.

The upside: What you gain from Gorgias revenue attribution

Having this data is a game-changer; it can fundamentally improve how your team is perceived and how you operate.

• Finally prove your team's value: You can complement metrics like first-response time and CSAT with hard revenue data. With revenue attribution, you can walk into a meeting and say, "The support team generated $50,000 in sales last month." That’s a language every stakeholder 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 to train the rest of the team.
• Make a rock-solid case for more resources: Need to hire another agent or want to invest in new software? Showing that support is a revenue generator makes budget requests much easier. It turns a request into a strategic investment.
• Help out other teams: The insights are valuable beyond your own department. You can inform 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.

Moving beyond the scoreboard: Maximizing the impact of Gorgias revenue attribution

Gorgias revenue attribution is a fantastic tool that provides an accurate scoreboard for your success. To truly win the game, however, you can look for ways to help your team perform even better. It's a reliable measurement of what’s happened, and it provides the foundation for identifying operational opportunities to drive even more sales.

Balancing support: Reactive and proactive strategies

Think about a typical day for your team. Your experienced agents, who are excellent at talking customers through complex purchases, often handle routine queries like "Where is my order?"

Meanwhile, a potential customer with a high-intent question about product sizing or delivery timelines might be waiting in the queue.

Attribution is great for tracking the sale you make with that shopper. To maximize these opportunities, many teams look for ways to proactively clear routine noise, freeing up skilled agents to focus on the conversations that matter most to the bottom line. This ensures that every high-intent shopper gets the human expertise they need right when they're ready to buy.

Understanding Gorgias's tiered structure for growth

Gorgias offers a robust platform with a business model that scales as you do. Their pricing is based on the number of "billable tickets" your team handles.

When sales volume peaks, such as during Black Friday, your revenue attribution numbers will likely look amazing. To manage the increased ticket volume efficiently, many teams choose to complement Gorgias with additional automation. This allows you to scale your support during busy seasons while keeping your helpdesk investment predictable.

At eesel AI, we believe in supporting that growth with predictable pricing that isn't tied to per-ticket fees. Using eesel AI alongside Gorgias allows you to automate routine tickets so your team can focus on the revenue-driving conversations Gorgias tracks so well.

A quick look at Gorgias pricing

To get the full context, it helps to see how Gorgias lays out its mature, tiered plans. The cost is tied to your ticket volume, and the revenue attribution feature is a key benefit of the higher-tier plans.

Plan	Monthly Price (Billed Annually)	Billable Tickets Included	Overage Cost (per 100 tickets)	Key Feature Highlight
Starter	$10/mo	50	$40	Basic helpdesk for 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

A "billable ticket" includes conversations handled by human agents, automated rules, or the Gorgias AI Agent. This structure allows teams to scale their investment as their business grows. To optimize your ROI, you can use specialized tools to handle high volumes of routine questions.

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.

While tracking revenue is essential, real growth comes from building a system that allows your team to have more high-impact conversations.

This is where eesel AI comes in. It’s a complementary AI layer that plugs right into Gorgias.

You can get eesel AI live in minutes to start automating repetitive, low-value questions. This frees your team to focus on the complex, consultative, sales-focused conversations that Gorgias is so good at tracking. It’s the perfect one-two punch: manage routine queries with eesel, and track your revenue growth 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 see how much human time you can save for high-value sales.