An expert's guide to the Gorgias Revenue Report (and its limitations)

For a long time, customer support was seen as just a "cost center." It was something you had to pay for, but figuring out how it actually helped the bottom line was a bit of a mystery. That's all changing. Smart ecommerce brands now realize that a great customer experience is one of the best ways to drive revenue. Every support ticket is a chance to build a relationship, fix a problem, and maybe even land a sale.

To really lean into this, you need tools that can measure what your support team is actually doing. This is where features like the Gorgias Revenue Report come into play. It promises to connect the dots between a support chat and a sale. But does it give you the complete picture?

In this guide, we'll walk through what the Gorgias Revenue Report is, how it works, and where it falls short. We’ll also look at how newer AI tools can go beyond simple numbers to give you a much clearer idea of your support ROI and help you find new ways to grow.

What is the Gorgias Revenue Report?

Simply put, the Gorgias Revenue Report is a feature that tries to put a dollar figure on your support team's work. It helps you see how many support conversations lead to a sale, which helps shift the perception of your team from a cost to a source of profit.

It all comes down to a few core numbers:

• Tickets Converted: The total count of support tickets that were followed by a purchase from that same customer within a specific timeframe.

• Total Sales from Support: The big one. This is the total amount of money brought in from orders connected to those converted tickets.

• Conversion Rate: This shows you the percentage of your support tickets that ended with a customer buying something.

So, how does it work? It's pretty straightforward. Gorgias connects customer profiles in your helpdesk with their order history in your Shopify store. If a customer who recently opened a support ticket then makes a purchase, Gorgias gives the credit for that sale to the support interaction.

The most important detail here is the attribution window. Gorgias uses a 3-day attribution window for all its revenue reporting. This means a sale is only counted as "converted by support" if the customer buys something within three days of their ticket being created.

How to analyze your Gorgias Revenue Report

If you’re using Gorgias, digging into the revenue report is a solid first step to understanding your team's financial impact. Let's talk about how to get the most out of it.

First, you'll need to be on the Gorgias Pro plan or higher, and your store has to be on Shopify. If you tick those boxes, you can find the report under Statistics > Support Performance > Revenue. Once you're there, you can filter the data by date, specific agents, support channels (like email or chat), and even ticket tags.

The dashboard gives you a couple of helpful charts.

One is Sales per Agent. This is great for managers because it shows you which agents are consistently turning conversations into sales. You might spot agents who are particularly good at recommending products or upselling. It's a useful way to see who your star players are and find coaching opportunities for everyone else.

The other is Sales per Day. This chart helps you zoom out and see revenue trends over time. You can match these trends with marketing campaigns, product launches, or busy times like Black Friday. Did that new chat widget you added lead to a jump in sales from support? This graph might hold the answer.

Your conversion rate can also tell you a lot. A high rate could mean your agents are excelling at turning customer problems into purchases. A low rate might suggest your team is missing opportunities to nudge customers toward a sale.

But this is where we run into the first real problem. These numbers are great for a high-level view, but they only tell you what happened, not why. You can see that an agent converted a ticket, but you have no idea which specific reply or macro they used to seal the deal. The report is like a scoreboard; it shows you the final score but doesn't give you the game tape to help your team improve.

The pros and cons of the Gorgias Revenue Report attribution model

The Gorgias Revenue Report is a decent tool, and for a lot of brands, it's a big step in the right direction. But like any tool, it has its good and bad sides.

What the Gorgias Revenue Report does well

• It’s simple and motivating. The report is easy to grasp. "Our team generated $X in sales this month" is a powerful statement that gets your support agents thinking about how they contribute to revenue.

• It creates a direct link to ROI. It draws a straight line from a support ticket to a sale, which makes it a lot easier to justify your team's budget and show its value to the rest of the company.

• The Shopify integration is smooth. For stores built on Shopify, the connection is seamless. There’s no complicated setup required; it just works out of the box.

A view of the seamless Shopify integration within Gorgias, showing customer order data alongside a support ticket.

Where the Gorgias Revenue Report falls short

Relying only on this report can give you a slightly warped view of your team's actual impact. Here are a few of the cracks in the model:

• The 3-day window is pretty strict. What happens if a customer asks for detailed advice on a pricey item on Monday but doesn't pull the trigger until Friday? That’s a five-day gap. In that scenario, your support agent gets zero credit for their hard work, even if their advice was the reason for the sale.

• It ignores teamwork. The report gives 100% of the credit to the agent assigned to the ticket when it's closed. But what if one agent handled the first message, another looked up some technical details, and a third closed the conversation? Good support is often a team effort, but this model only credits the last person to touch the ticket.

• It doesn't provide actionable insights. This is probably the biggest issue. The report confirms a sale happened, but it can't tell you which macro, help center article, or specific piece of advice made the customer buy. You can't use this data to find your best-performing content and train the rest of your team with it.

• Knowledge is siloed. The report can't see anything that happens outside of Gorgias. If the answer that closed the deal came from a Google Doc, a Confluence page, or a Slack thread, the report is completely blind to it. That's a huge blind spot, since a company’s best information is usually spread across a bunch of different places.

Beyond the Gorgias Revenue Report: A better way to measure and drive support ROI

Real support ROI isn't just about one number on a dashboard. It’s about making your whole support operation run smoother, giving your agents the right information at the right time to close sales, and building a system that learns and improves on its own.

To do this, you need to think beyond simple attribution. The first step is to bring all your knowledge together. Your agents can't answer tricky pre-sales questions if they're always jumping between tabs or searching for information. A tool like eesel AI connects directly to the tools you already use, not just Gorgias, but also your internal wikis, past tickets, and even team conversations. This creates one place for answers, so agents can find what they need instantly and close deals faster.

The next step is to move from knowing "what" happened to understanding "why." While the Gorgias report shows you a result, eesel AI's reporting gives you insights you can actually use. It doesn't just show you how many tickets were resolved; it shows you which knowledge sources are most effective and, more importantly, points out the gaps in your knowledge that are causing escalations or lost sales. It’s a roadmap for getting better over time.

Perhaps the most practical feature is the ability to test things out with confidence. Instead of launching a new process and waiting weeks to see if it moves the needle on your revenue report, eesel AI offers a simulation mode. You can run the AI on thousands of your old support tickets to get an accurate prediction of resolution rates, cost savings, and potential ROI before you even launch. It’s a risk-free way to prove the value of your investment from day one, which is something you just can’t get from a standard report.

Pricing comparison: The Gorgias Revenue Report plan vs. eesel AI

The Gorgias Revenue Report is a nice feature, but you have to be on one of their more expensive plans to get it. Let's see how the pricing compares.

Gorgias's pricing is based on how many tickets you handle, which can make your bill unpredictable, especially during busy times.

eesel AI, on the other hand, has transparent, predictable pricing based on a set number of AI interactions. You aren't charged per resolution, so you don't get penalized for having a good month. Plus, you have the option of a monthly plan you can cancel anytime, which is pretty rare in a market that usually pushes for annual contracts.

Move beyond the Gorgias Revenue Report to actively driving revenue

The Gorgias Revenue Report is a useful tool. It does a good job of proving that support is more than just a cost center and gives teams a clear metric to work toward. For any ecommerce brand getting serious about customer experience, it's a great place to start.

But it is just a start. Its simple attribution model, strict time windows, and limited view of your company's knowledge mean it can't give you the deep, useful insights needed to build a top-tier support operation.

To turn your support team into a reliable source of growth, you need a system that brings all your company knowledge together, tells you what's working (and what isn't), and lets you prove your ROI from the get-go.

Ready to see the real impact your support team can have? Sign up for eesel AI and run a free simulation on your past support tickets today. You can find out exactly what you can automate and how much you could save in just a few minutes.