Measure support performance: Revenue reportUpdated 7 days ago

When your agents are responding to tickets, they have an opportunity to influence the sale, and to convert the shopper. The Revenue report allows you to measure how much money your support team is generating by helping shoppers through the purchasing journey.

Requirements

Available on all Pro, Advanced, and Enterprise plans
All roles can view revenue reports
Revenue reports are only available when you connect a Shopify store

Review the revenue report

The revenue report provides an overview of which tickets and agents in your helpdesk influence the sale of a product. It measures how many tickets have been created, how many of those tickets were converted, and the total sales made by your support team. To access the revenue report, follow the steps below:

From your helpdesk, click the dropdown menu in the top-left corner.
Select Analytics.
In the menu, locate Support Performance, then select Revenue.

You can review the following metrics from the revenue report:

Tickets created: the number of tickets created in your helpdesk during the selected timeframe.
Tickets converted: the number of tickets that were converted during the selected timeframe. Scroll to the bottom of the revenue report to see exactly which tickets are included in this count.
Conversion ratio: the percentage of total tickets created that led to a conversion.
Total sales from support: the cumulative dollar value of each sale made in a support ticket.
Sales per day: a chart showing the total tickets created and converted each day of your selected timeframe.
Sales per agent: the number of tickets created, tickets converted, and the conversion ratio for each agent during your selected timeframe.

Understand your report

A ticket is considered converted if the customer makes a purchase within three days of creating the ticket. If a customer has multiple open tickets, the purchase is attributed to the most recently created ticket within the three-day window.

The customer must use the same email address when making the purchase as the customer profile associated with the support ticket in order for the ticket to be included in the revenue report.

Only orders with a positive paid amount are included. If an order previously attributed to a converted ticket is fully refunded, that ticket will no longer be included in the report. If an order's amount is updated (for example, due to a partial refund), the new amount will always be reflected in the report.

A converted ticket is attributed to the agent assigned to the ticket at the time the sale was made. If the ticket was unassigned at the time of the sale, the sale will appear as Unassigned in the Sales per agent breakdown.

Filter your revenue report

Filtering helps you focus on the exact store, campaign, channel, or timeframe you want to evaluate, instead of looking at account-wide averages. You can use filters to compare performance between stores, channels, and timeframes to spot trends — for example, to see whether conversion rates increase at certain times of year.

From your helpdesk, click the dropdown menu in the top-left corner.
Select Analytics.
In the menu, locate Support Performance, then select Revenue.
Click the filters at the top of the report to adjust the store, channel, tags, or timeframe.

Download revenue data

If you’d like to review the data in the revenue report outside of Gorgias, you can download a CSV of the Sales per day, Sales per agent, and Tickets converted tables.

From your helpdesk, click the dropdown menu in the top-left corner.
Select Analytics.
In the menu, locate Support Performance, then select Revenue.
Next to Sales per day, Sales per agent or Tickets converted, click CSV.

FAQs

Does the tickets created metric only count tickets that eventually lead to a sale, or all created tickets in my helpdesk?

Gorgias considers all support tickets to be potential conversions, so the Tickets created metric counts all created tickets.

Why doesn’t the number of tickets created update when I filter for a different store?

The Tickets created metric counts every ticket in your helpdesk, so the number won’t update when the selected store integration changes.

Are tickets with pending orders counted in the report?

Only paid orders are displayed in the revenue report.

Can you track conversions on social media tickets?

Yes, provided the shopper's social media handle is included in their Shopify customer profile in Gorgias prior to the sale.

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