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Documentation Index

Fetch the complete documentation index at: https://fromhazel.ai/docs/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Gorgias is the go-to helpdesk for consumer brands. Connect it to Hazel to analyze your support operations — ticket volume, response times, CSAT (customer satisfaction scores), and what’s driving your customers to reach out.

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What Hazel pulls

Once you connect Gorgias, Hazel has access to:
  • Tickets — every support ticket with status, channel, and tags
  • Messages — the full conversation thread for each ticket
  • Tags — how your team categorizes tickets (e.g., “shipping,” “returns,” “product question”)
  • Satisfaction scores (CSAT) — customer ratings on how their support experience went
  • Response times — how quickly your team responds to first messages
  • Resolution times — how long it takes to fully resolve a ticket
  • Agent performance — response times and volume by team member
  • Support channels — whether tickets come in via email, chat, social, or phone

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How to connect

Find Gorgias in the Hazel marketplace and click the + button. You’ll need to provide your Gorgias account credentials and your account subdomain (the yourcompany part of yourcompany.gorgias.com). What you’ll need: Your Gorgias login credentials (email and password) and your Gorgias account subdomain. You’ll need admin access to your Gorgias helpdesk.

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Example questions you can ask

Once your Gorgias data is connected, try questions like these:
  • “What’s our average first response time this month?”
  • “Show me CSAT scores by agent”
  • “What are the most common support ticket topics?”
  • “Are any products generating more tickets than usual?”
  • “How has our ticket volume trended over the last 90 days?”
  • “What percentage of tickets are about shipping vs returns?”

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Good to know

Pair with Shopify to see which products drive the most support tickets. This is a powerful way to spot quality issues or confusing product descriptions before they become bigger problems.
  • Hazel pulls data across all your support channels (email, chat, social, phone).
  • Satisfaction scores are only available when a customer actually responds to the CSAT survey — not every ticket will have one.
  • Hazel separates automated messages from human messages in your metrics, so your response time and resolution data reflects actual team performance.
  • Your data refreshes automatically.
Ready to connect? Head to the Hazel marketplace to get started. Need help? Reach out via your shared Slack channel or contact support.