Gorgias Analytics: Insights reportsUpdated 5 days ago

You can use Gorgias’s Insights reports to analyze trends in your ticket fields, tags, macros, and intents. These reports give you visibility into which ticket field values and tags are used most often, how frequently agents rely on macros, and what customer intents appear most in incoming messages, so you can make informed decisions about how to optimize your support processes.

• Use the Ticket fields report to analyze how custom ticket field values are being applied.
• Use the Tags report to track which tags your team uses most frequently.
• Use the Macros report to see the how often agents or automations use a macro
• Use the Intents report to identify the most common reasons customers are reaching out.

Requirements

• Available on all Helpdesk plans
• All roles can view Insights reports

Monitor ticket field usage

Use the Ticket fields report to understand how dropdown-type ticket fields are being used — which values appear most often, how usage has shifted over time, and the full breakdown across all values.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Ticket fields.
4. Click the dropdown menus at the top of the page to filter the report:
   • Date: select the timeframe to report on
   • Ticket field: select which ticket field you’d like to analyze
   • Aggregation: adjust the granularity of the report
5. Click +Add filter to customize which tickets are included in the data.

The following information is available in the report:

• Top used values: the top 10 most-used values for the selected ticket field. Tickets using values outside the top 10 are grouped into an "Outside of Top used" category.
• Trend: how the top 10 values have changed over the selected timeframe, grouped by the date each value was applied to a ticket. Use this chart to spot shifts in how tickets are being categorized.
• All used values: the full list of values used at least once during the selected timeframe, with a ticket count for each. Use this to see the complete picture beyond the top 10.

Monitor tag usage

Use the Tags report to see which tags your team applies most often, track how tag usage changes over time, and review a full breakdown of every tag in use.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Tags.
4. Click the dropdown menus at the top of the page to filter the report:
   • Date: select the timeframe to report on
   • Aggregation: adjust the granularity of the report
5. Click +Add filter to customize which tickets are included in the data.

The following information is available in the report:

• Top used tags: the 10 most-used tags during the selected timeframe, with the number of tickets each tag was applied to and a delta showing how that count changed compared to the previous period.
• Trend: how the top 10 tags have evolved over the selected timeframe, grouped by the date each tag was added to a ticket.
• All used tags: the full list of tags used at least once during the selected timeframe, with a ticket count for each. Only tags with at least one occurrence are shown.

Monitor macro usage

Use the Macros report to see how frequently each macro is being used, whether applied manually by agents or automatically by rules. This helps you identify which macros are driving efficiency and which may be underused or redundant.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Macros.
4. Click the dropdown menus at the top of the page to filter the report:
   • All integrations: select the integrations you’d like included in the report
   • All channels: select the channels you’d like included in the report
   • Date: select the timeframe to report on

The report displays a table of all macros, with the number of messages sent per macro by agents or rules during the selected timeframe.

Monitor ticket intents

Use the Intents report to understand the most common reasons customers are reaching out, based on the intents detected in ticket messages. This information can help you prioritize automation and identify topics that could be deflected with self-service content.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Intents.
4. Click the dropdown menus in the top-right corner of the page to filter the report:
   • All channels: select the channels you’d like included in the report
   • Date: select the timeframe to report on

The following information is available in the report:

• Most frequent intent: the most common intent detected in ticket messages over the selected period.
• Percentage of correction: the percentage of messages where a detected intent was manually corrected by an agent. A low correction rate indicates that Gorgias’s built-in AI is accurately assessing the intent.
• Breakdown per day: a bar chart showing how many intents were detected each day during the selected period. You can download this chart.
• Occurrence: a table showing how often each intent appeared in tickets during the selected period, with a count per intent. This table can be downloaded.

Download report data

If you’d like to review your data outside of Gorgias, you can download the data in your Insights reports to a .CSV.

Download ticket fields and tags data

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Ticket fields or Tags.
4. Click the three dots icon in the top-right corner of the report.
5. Select Download data.

Download ticket fields and tags data

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Macros or Intents.
4. Click the CSV button next to the chart or table you’d like to download.