> ## 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.

# Gorgias Analytics: Support Ticket Performance

> Gorgias support data — ticket volume, response times, CSAT scores, and agent performance — synced to Hazel to reduce support costs faster.

## 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.

## 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

## How to connect

Find Gorgias in the [Hazel marketplace](https://app.fromhazel.ai/integrations/marketplace?search=gorgias) 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.

## 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?"

## Good to know

<Tip>
  **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.
</Tip>

* 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 roughly every 6 hours.

<Tip>
  **Ready to connect?** Head to the [Hazel marketplace](https://app.fromhazel.ai/integrations/marketplace) to get started. Need help? Reach out via your shared Slack channel or [contact support](/docs/resources/contact-support).
</Tip>