Overview

Gorgias Tickets Replied refers to the total number of tickets that were replied to by a support agent in Gorgias.

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Gorgias Tickets Replied = Total Tickets Replied by Agent 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 Replied = SUM(tickets_replied) --> Customer Support Agg Metrics table

Insights and Actions

Gorgias Tickets Replied tracks how many customer inquiries receive an initial agent response, highlighting support team activity and responsiveness:

• Assess Agent Workload: Compare replied tickets to team capacity to spot periods when additional staffing or shift adjustments are needed.
• Identify Backlog Risks: If tickets replied lags behind tickets created, investigate process bottlenecks or automate triage to prevent growing backlogs.
• Monitor Service Consistency: Track reply volume alongside first-response times to ensure speed doesn’t drop when ticket flow increases.

Related Metrics

• Tickets Created: Shows incoming ticket volume, helping you evaluate whether reply rates keep pace with new inquiries.
• Tickets Closed: Indicates resolution throughput, revealing how many replied tickets reach completion and customer issues are fully addressed.
• Median First Response Time: Measures the speed of initial replies, providing context on agent efficiency and customer experience quality.

Example Use

Prompt

How many tickets were replied to in Gorgias in the last 30 days?

Response

Query

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