Overview

Gorgias Tickets Created refers to the total number of tickets created in Gorgias.

📘

Gorgias Tickets Created = Total Tickets Created in Gorgias

The calculation is based on data from the Customer Support Agg Metrics table.

Detailed Breakdown

The formula above is derived from the following components:

Tickets Created = SUM(tickets_created) --> Customer Support Agg Metrics table

Insights and Actions

Gorgias Tickets Created counts the number of support inquiries opened in a given period, revealing customer demand and workload for your support team:

• Monitor Support Demand: Track ticket-creation trends to anticipate staffing needs and ensure adequate coverage during peak periods.
• Identify Recurring Issues: Investigate spikes in ticket volume by category or product to uncover common problems that can be fixed upstream, reducing future tickets.
• Improve Self-Service Resources: Use insights from ticket topics to update FAQ articles or automation flows, deflecting repetitive questions and lightening agent workload.

Related Metrics

• Tickets Closed: Shows how many tickets were resolved, helping you gauge whether the team can keep up with new ticket volume.
• Median First Response Time: Measures how quickly agents first reply, indicating efficiency and its impact on customer satisfaction.
• Median Resolution Time: Reveals how long it takes to fully resolve issues, providing context on support effectiveness and potential process improvements.

Example Use

Prompt

How many tickets were created in Gorgias in the last 30 days?

Response

Query

SELECT
  'gorgias' AS channel,
  SUM(csamt.tickets_created) AS gorgias_tickets_created
FROM
  cs_agg_metrics_table AS csamt
WHERE
  csamt.event_date BETWEEN CURRENT_DATE() - 30 AND CURRENT_DATE()  - 1;