Why did my closed tickets count change in Gorgias?
The Gorgias help pages give 4 common reasons. The first to rule out: A ticket that reopens in the same period drops out of the closed count, so customer follow-ups can lower it.
What causes it?
A ticket that reopens in the same period drops out of the closed count, so customer follow-ups can lower it.
In the Gorgias help:
Tickets that were closed, but reopened within the selected period are excluded.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Snoozed tickets are counted as closed, so snoozing many tickets can raise the count until they wake up.
In the Gorgias help:
Snoozed tickets count as closed until they reopen.
How metrics are calculated: Helpdesk performance, read 2026-11-12.A ticket closed twice counts once, on its latest close, so it can move out of an earlier period into a later one.
In the Gorgias help:
Tickets that reopened and were closed again count once, based on their latest close.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Restoring tickets from the trash brings them back into the counts by their status.
In the Gorgias help:
A ticket restored from the trash before the end of the period is counted by its status instead.
How metrics are calculated: Helpdesk performance, read 2026-11-12.
How do I check it myself?
Look at open and reopened tickets together, since tickets that leave the closed count show up there.
In the Gorgias help:
Open and Reopened together make up every created ticket still open at the end of the period.
How metrics are calculated: Helpdesk performance, read 2026-11-12.Where a report shows a rate, open it to see the tickets behind it.
In the Gorgias help:
Click a rate to drill down to its underlying activity.
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.
- 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.
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.
See whether you can trust the numbers in Gorgias, one of your Experience apps. Feder only reads. It never changes anything in Gorgias.
What else goes wrong with these numbers?
- Why did my CSAT score drop in Gorgias?Gorgias
- Why did my first response time jump in Gorgias?Gorgias
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Gorgias help 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.