Can you trust the numbers in Gorgias?
Gorgias is a platform for ecommerce brands that brings the support inbox, AI agent and customer data together. Its own help pages give 3 reasons its numbers can look different from what you expect. The first to rule out: Spam, trashed and deleted tickets are left out of the totals, as Gorgias's help pages explain.
What does Gorgias keep track of?
Gorgias counts each support ticket once, by the date it was created.
In Gorgias's own words:
Calculated by counting the number of unique tickets with a creation date within the selected period.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Gorgias keeps its support figures in a set of reports inside Analytics.
In Gorgias's own words:
Helpdesk performance is a section in your Analytics that contains three reports
Gorgias Analytics: Helpdesk performance reports, read 2026-11-12.
What can make Gorgias's numbers look wrong?
Spam, trashed and deleted tickets are left out of the totals, as Gorgias's help pages explain.
In Gorgias's own words:
Spam, trashed, and deleted tickets are excluded from the calculation.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Sales credited to support depend on a three day window, so later purchases are not counted, as Gorgias's help pages say.
In Gorgias's own words:
A ticket is considered converted if the customer makes a purchase within three days of creating the ticket.
Measure support performance: Revenue report, read 2026-11-12.For merged tickets, Gorgias takes the response time from the ticket they were merged into, as its help pages explain.
In Gorgias's own words:
For merged tickets, the response time is taken from the ticket they were merged into.
How metrics are calculated: Helpdesk performance, read 2026-11-12.
How do I check Gorgias's numbers myself?
An owner can export a report and compare it with their own ticket list.
In Gorgias's own words:
You can export a report's data as a CSV file, or export a PDF snapshot of the report with its current filters applied.
Gorgias Analytics: Helpdesk performance reports, read 2026-11-12.An owner can narrow a report to a specific period and check it against known events.
In Gorgias's own words:
Use the Date filter to show data for a custom range of up to 365 days
Gorgias Analytics: Helpdesk performance reports, read 2026-11-12.
How does Gorgias work with Feder?
Connect Gorgias to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Gorgias.
When you connect Gorgias, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Other apps that feed Experience
Questions owners ask about Gorgias
- Why did my closed tickets count change in Gorgias?A ticket that reopens in the same period drops out of the closed count, so customer follow-ups can lower it.
- Why did my CSAT score drop in Gorgias?Each survey counts toward the period it was sent in, so a recent period's score can still move as late answers come in.
- Why did my first response time jump in Gorgias?An automated first message does not stop the clock, so first response time waits for the first human reply.
Where do these answers come from?
Everything this page says about Gorgias comes from Gorgias's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.
Know the day a number breaks, not the month after.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.