Overview
Gorgias is a customer experience (CX) automation platform that centralizes all your customer support tickets and helps convert customer service into a revenue driver.
With Triple Whale's Gorgias integration, you can monitor key customer support metrics, like ticket volume, response times, and agent performance, directly in your Triple Whale dashboard. This centralized view saves time and helps you track support operations without switching between platforms.
Get Connected
To set up the Gorgias integration:
Navigate to Settings > Integrations in Triple Whale
Find Gorgias and click Connect
Input your Gorgias Account URL (without the trailing slash)
Example: https://yourstore.gorgias.com
Click Save
You'll be redirected to Gorgias - make sure you're logged in with admin privileges
Follow the authorization flow to complete the connection
Once connected, your Gorgias data will begin syncing to Triple Whale.
Gorgias Customer Support Analytics Dashboard
The Gorgias dashboard provides a comprehensive view of your customer support performance with key metrics and insights.
Customer Support Performance Metrics
Track high-level support KPIs at a glance. Available metrics include:
Total Tickets Created - New tickets opened during the period
Total Tickets Closed - Tickets resolved during the period
Resolution Rate - Percentage of tickets successfully resolved
Open Tickets Count - Current number of unresolved tickets
Avg Service Score - Average customer satisfaction rating
Avg First Response Time - How quickly your team responds to new tickets
Avg Resolution Time - Average time to fully resolve a ticket
Agent Performance Metrics
Monitor individual agent productivity and quality:
The Agent Performance table displays:
Agent name
Total Tickets handled
Closed Tickets count
Resolution Rate per agent
Avg Survey Score from customers
Avg Resolution Hours per ticket
Avg First Response time
Avg Messages Per Ticket
You can filter by specific agents and save your preferred views.
Daily Ticket Activity Summary
Track ticket trends over time with daily breakdowns:
This table shows:
Event Date
Closed Tickets per day
Tickets Replied to
Messages Sent by your team
Messages Received from customers
All with percentage change indicators to spot trends.
Ticket and Refund Summary
⚠️ Requires Gorgias Pro+ Plan or Higher
This section requires a Gorgias Pro+ plan (or higher) and an active Shopify integration in your Gorgias account. If you're on a Starter, Basic, or Free plan, these metrics will show as null or zero values.
Tickets With Orders
Tickets With Refunds
Complaint Refund Rate
Baseline Total Orders
Baseline Refunded Orders
Baseline Refund Rate
Refund Multiplier
Total Complained Revenue
Refunded Revenue
Open Tickets Count
Total Revenue At Risk
Avg Open Ticket Order Value
Top 100 High-Value Tickets
View tickets with the highest order values for returns, refunds, and cancellations:
Ticket URL (clickable link to Gorgias)
Subject line
Assigned Agent
Ticket Priority
Channel (email, chat, etc.)
Ticket Status
Refund Status
Top 10 Products by Ticket Volume
⚠️ Requires Gorgias Pro+ Plan or Higher
This table requires a Gorgias Pro+ plan (or higher) and an active Shopify integration in your Gorgias account. If you're on a Starter, Basic, or Free plan, this table will show "No data to show".
This table helps you:
Spot problematic products that need attention
Track complaint rates and refund rates per product
See total revenue at risk from product-specific issues
Make data-driven decisions about product quality or descriptions
Perfect for quarterly/annual product performance reviews.
Requirements for Full Dashboard Functionality
Gorgias Plan Requirements
Important: Some dashboard features require Gorgias Pro+ plan or higher.
The following sections will show null values or be empty if you're on a Basic/Free/Starter plan:
Ticket and Refund Summary section
Top 10 Products by Ticket Volume table
Order-related metrics in Agent Performance table
If you're seeing empty data in these sections, check your Gorgias plan level in Settings > Billing within your Gorgias account.
Shopify Integration in Gorgias
To display order and product-related metrics, you must have Shopify connected as an integration within your Gorgias account.
To verify:
Log into your Gorgias account
Go to Settings > Integrations
Confirm Shopify appears in your connected integrations list
📸 Screenshot 9: Add a screenshot showing the Gorgias integrations page with Shopify connected
Without the Shopify integration:
The customer pipeline cannot map tickets to orders
Product data will not populate
Revenue/refund metrics will show as null or zero
Incorporating Attribution with Gorgias Convert
Have you tried Gorgias Convert?
Triple Whale can automatically track and attribute purchases, conversion value, AOV, and sessions from all Gorgias Convert campaigns using Pixel. View your Convert campaign KPIs on the Pixel pages and analyze metrics using Triple Whale's 7 attribution models.
Gorgias Convert is a marketing tool that enhances the shopping experience with:
Personalized product recommendations
Educational content delivery
Strategic cross-selling without disruption
Integrated chat for real-time customer assistance
Pair Triple Whale's Gorgias dashboard with Convert campaigns to measure cross-channel campaign performance in one centralized location and deliver a cohesive customer experience.
Frequently Asked Questions
Why am I seeing zeros or null values in my dashboard?
There are three common causes:
Plan Level: You need Gorgias Pro+ or higher for order/product data features
Shopify Integration: Shopify must be connected in your Gorgias integrations
Recent Connection: Data may still be syncing after initial connection
How do I check my Gorgias plan?
Log into your Gorgias account
Navigate to Settings > Billing
Your current plan will be displayed at the top
The "Top 10 Products" table shows "No data to show"
This means either:
Your Gorgias plan doesn't support the Shopify integration features required
Shopify is not connected as an integration in Gorgias
You need to upgrade to Gorgias Pro+ or higher
Connection error: Getting a black screen with {"detail":"Not Found"}
This happens when you include a trailing slash (/) at the end of your Gorgias Account URL.
Incorrect: https://yourstore.gorgias.com/
Correct:https://yourstore.gorgias.com
Reconnect using the URL format without the trailing slash.
Can I filter the Agent Performance table?
Yes! Click the filter icon in the Agent Performance table to:
Select specific agents to view
Save your filtered view as the default
Focus on your core team's metrics
Related Questions
How do I troubleshoot Gorgias connection issues?
Which Gorgias plans support product metrics?
Can I filter the Agent Performance dashboard?
Why is my Gorgias data showing zeros?
How does Gorgias Convert attribution work in Triple Whale?