Gorgias Marketing Analytics: Support Data, Revenue per Ticket, and Setup Guide

Gorgias Marketing Analytics: Support Data, Revenue per Ticket, and Setup Guide

The Gorgias integration in Prooflytics pulls your ecommerce support data - ticket volume by channel, customer satisfaction score, revenue per ticket, and resolution time - into the same daily briefing as your paid ads and Shopify revenue. Once connected, you can see whether a new acquisition campaign is driving profitable customers or a high-volume support load that erodes the margin your ROAS suggested.

For DTC brands running paid acquisition alongside a Gorgias-powered support team, the measurement gap is structural. ROAS measures revenue attributed to ad spend. It does not measure support cost. A Meta campaign that acquires customers who generate three times more tickets per order than your baseline cohort may report 2.5x ROAS while quietly destroying contribution margin. Prooflytics surfaces that connection.

Revenue per ticket: The amount of revenue Gorgias attributes to a support interaction when integrated with Shopify. Calculated as orders influenced by a support conversation divided by total ticket volume. High revenue-per-ticket scores signal that support is driving conversion, not just resolving complaints.

What data Prooflytics pulls from Gorgias

Prooflytics syncs five data categories from your Gorgias account:

Ticket volume - total tickets by time period, broken down by channel (email, live chat, social DMs, SMS, voice). Volume trends are the leading signal for acquisition quality: a surge in tickets the week after a new prospecting campaign often precedes a CSAT drop.

Customer satisfaction score (CSAT) - the percentage of closed tickets where customers responded positively. Tracked over time so Prooflytics can surface CSAT decay week-over-week and correlate it with changes in acquisition channel mix.

Revenue per ticket - Gorgias's Shopify-integrated metric showing how much revenue each support conversation generates. Synced into Prooflytics alongside your paid channel ROAS, this completes the picture: not just what your ads cost per acquisition, but what those acquisitions cost to serve.

Resolution metrics - first response time, average resolution time, and one-touch resolution rate (tickets resolved in a single interaction). These are the operational baseline. When they degrade, something changed - either volume surged, a new product class with higher complexity launched, or the acquisition mix shifted toward lower-LTV customers who generate more repeat tickets.

Agent performance - tickets handled per agent and satisfaction scores by agent. Relevant for DTC operations teams managing CX cost alongside marketing spend.

What the data shows about ecommerce support cost

The operational problem this creates for DTC brands: ROAS is measured at the campaign level, but support cost is distributed at the customer level - and the distribution is not uniform. Customers acquired from certain channels or creative types generate disproportionately higher ticket volume, and most marketing analytics stacks have no visibility into this gap.

Gorgias's benchmarks, based on data across thousands of ecommerce brands, establish a clear cost baseline: the average cost per human-resolved support ticket is approximately $3.10. For brands using Gorgias AI Agent automation, the cost drops to $0.90-$1.00 per automated resolution - but only for the fraction of tickets that qualify for automation (typically 26-56% of volume depending on product complexity).

Higher-revenue brands - those past $20M in annual GMV - have shifted their focus away from ticket volume alone toward cost per resolution and incremental revenue per ticket. This is the right frame for connecting support analytics to marketing decisions: not "how many tickets did we receive" but "what does each customer cohort cost to serve, and is that cost reflected in how we evaluate acquisition channels?"

Prooflytics Gorgias marketing analytics makes this connection visible in the daily briefing. When blended CAC rises or ROAS compresses, checking whether ticket volume from the same period is tracking above baseline is a one-look diagnostic - the kind that normally requires a manual join between your ad platform data and your Gorgias export.

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What you can do once Gorgias is connected

Flag acquisition-driven support surges. When a Meta prospecting push or a new Google Shopping campaign goes live, Prooflytics monitors whether Gorgias ticket volume rises above baseline in the days that follow. A volume surge that isn't accompanied by a proportional revenue increase is an early signal of acquisition quality issues - before churn data confirms it weeks later.

Track CSAT as a leading churn indicator. For subscription DTC brands, CSAT trend is more predictive of 90-day retention than any paid channel metric. Prooflytics surfaces CSAT week-over-week as an attention signal, alongside the Shopify revenue data that shows whether retention is holding.

Connect support cost to contribution margin. If you also have Shopify connected, Prooflytics can estimate total acquisition cost per order cohort: paid media cost + estimated support cost (tickets × average cost per resolution). This is not a replacement for a formal unit economics model, but it is the fastest path to identifying which campaigns are margin-accretive and which are margin-neutral at best.

Monitor resolution time as a scaling constraint. As paid spend scales and acquisition volume grows, first response time and resolution time often degrade before ticket volume metrics surface the problem. Prooflytics flags resolution time increases as early-warning signals for CX capacity planning.

For brands that run Omnisend email automations alongside their paid acquisition, connecting Gorgias alongside Omnisend creates a complete post-click picture: email attribution, support cost, and revenue all visible in the same briefing, connected to the paid channel spend that drove the original acquisition.

Teams building the full ecommerce analytics stack typically connect Shopify first, then their primary ad channels, then email - and Gorgias is the layer that closes the loop by making post-purchase customer economics visible.

1. Go to Settings to Data Sources to Gorgias

Log into Prooflytics and open Settings from the sidebar. Navigate to Data Sources and find Gorgias in the integrations list under the Support category.

2. Click Connect and enter your Gorgias subdomain

Gorgias uses API key authentication. You'll need your Gorgias subdomain (the part before .gorgias.com in your account URL) and an API key generated in Gorgias Settings to REST API. The API key requires read access to tickets, conversations, and satisfaction surveys.

Where to find your API key in Gorgias: Settings to REST API to Create API key. Name it "Prooflytics" for easy identification. Copy the token immediately - Gorgias does not display it again after creation.

3. Confirm account and sync scope

Prooflytics verifies the connection by pulling your account name and confirming the ticket volume for the last 30 days. The first sync covers your last 90 days of ticket data and CSAT responses.

Most common failure mode: Gorgias API keys have permission scopes. If you see an "Insufficient permissions" error after connecting, regenerate the API key and ensure the Tickets (read) and Satisfaction (read) scopes are enabled.

4. Data appears in your briefing

Within 24 hours, Gorgias data starts appearing in your Prooflytics daily briefing. Ticket volume, CSAT, resolution metrics, and revenue-per-ticket sync nightly alongside your paid channel and Shopify data.

You can manage your Gorgias connection at any time under Settings to Data Sources, alongside your other marketing integrations.

Bottom line

• ROAS measures revenue per ad dollar - it does not account for the support cost of the customers those ads acquire. Gorgias connects the two.
• Prooflytics pulls Gorgias ticket volume, CSAT, resolution time, and revenue per ticket into the same briefing as your paid channel data
• The average cost per human-resolved ticket is ~$3.10 (Gorgias benchmark) - visible in Prooflytics alongside your blended CAC
• CSAT week-over-week is one of the strongest leading indicators of DTC retention risk, surfaced as a daily attention signal
• Connect in under five minutes: Settings to Data Sources to Gorgias

You can read independent reviews of Prooflytics on G2 and compare it to alternatives in the marketing intelligence category.

Explore the Gorgias integration to or book a walkthrough to see support data inside your own marketing briefing.