Analyze your Gorgias metrics with the drill-downUpdated 10 hours ago
The metrics that make up your reports are calculated based on specific tickets in your helpdesk. On certain reports, you can use the drill-down to see exactly which tickets were included in a metric's calculation for the selected period. Instead of seeing a number in isolation, you can review and export the tickets that were used to calculate it for further analysis.
Requirements
- Available on all Helpdesk plans
- All roles can view drill-down data; only the account owner, admins and leads can export tickets
Available reports
Hover over the metrics in any of the following reports to view the drill-down. The value will turn purple on hover to indicate you can click it to open a drill-down.
Real-time monitoring
- Voice
AI & Automation
- Overview
- AI Agent
Quality
- Auto QA
- Satisfaction
Support performance
- Overview
- Agents
- Channels
- SLAs
Insights
- Ticket fields
- Tags
Open a drill-down
The drill-down table shows up to 100 tickets that were used to calculate the metric, sorted by most problematic first. For example, when viewing the drill-down for the resolution time metric, tickets are sorted in descending order from longest to shortest resolution time, so you can immediately spot which tickets might be skewing your metric.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- Select a report that includes a drill-down from the menu.
- Click a metric value to open the drill-down.
Each ticket in the table shows the metric value as it was at the end of the period you selected. Other values — such as the assignee or contact reason — reflect the ticket's current state, not its state during the reporting period.
Export tickets from the drill-down
If you need to analyze the data outside of Gorgias, or would like to review more than 100 tickets from the calculation, you can export tickets as a CSV file. Two export options are available depending on how much detail you need.
- From the drill-down table, click Export in the top-right corner.
- Select either Export metadata only or Export with message content. We'll email you a download link for the export file once it's ready.
The Export metadata only CSV includes links to each exported ticket and ticket data while Export with message content includes the full ticket message body in addition to the ticket data.
Export data
The exported CSV includes the following ticket data:
- A link to the ticket
- Ticket ID
- Initial channel
- Last used integration name
- Last used integration type
- Created by an agent
- Subject
- Creation date
- Closed date
- Survey score
- Assignee name
- Assignee email
- Customer email
- Customer name
- First response time
- Resolution time
- Messages sent during the period
- Ticket handle time
- Ticket and customer fields
- Message text (only with Export with message content)
- The messages in the export will be ordered chronologically, with the oldest message appearing first, and the timestamps on the messages will appear in the timezone of the person who exported the CSV. Only public messages are included in the export.
When exporting metadata only, you can export up to 2.5 years of data. Your exports that include message content are limited to the most recent 30 days of your selected period, or up to 100,000 tickets.
