Gorgias + Orcabase

Which products cause the most tickets?

Sync Gorgias through Fivetran and see support next to your orders: which products and deliveries cause tickets, how fast you answer, and what it costs you, in plain words.

Get started How to connect

Synced by Fivetran
Syncs every 6 hours
No Fivetran account needed

AgentGorgias connected

Which products cause the most tickets per order?

Reading your Gorgias data…

The grinder causes 6 times as many tickets per order as coffee does.

Most grinder tickets ask how to set the grind size.
Coffee orders cause 3 tickets per 100 orders.
Refund tickets wait longest for a reply.

Tickets per 100 orders, by product

How I got this· 4 steps

Looked at your Gorgias tickets and tags
Linked tickets to their orders
Counted tickets per 100 orders for each product
Read the most common tags for the top product

Example answer. Numbers are illustrative.

In plain words

How can I connect support tickets to orders and products?

Gorgias keeps the customer behind every ticket; your store keeps what they bought. Fivetran copies your tickets, messages and ratings into a database Orcabase hosts for you, next to your orders.

Ask which products cause the most tickets per order, and get the answer with a chart and the steps behind it.

Ask in plain words

What you can ask about your Gorgias data

The agent answers with the number, a chart and the steps it took. Keep the good answers on a dashboard.

Meet the data agent

Which products cause the most tickets?
What do customers write in about most?
How fast do we reply, by channel?
How many tickets do every 100 orders create?
What’s our satisfaction score this month?
How many tickets were about refunds or returns?
Which agents solve the most tickets?
Show me tickets by channel and week.

What comes in

Your Gorgias data, ready to ask about.

A copy in a database Orcabase hosts for you, with its own folder for each app.

Tickets

Every ticket, its channel, status, tags and assignee.

Messages

The conversation on each ticket, from email, chat and social.

Customers

Who wrote in, ready to match with their orders.

Satisfaction surveys

Scores and comments after each ticket.

Numbers worth defining

Define them once. Every answer agrees.

Tell Orcabase what each number means, certify it, and your dashboards, the agent and your whole team use the same one. The agent can draft these from your Gorgias data.

How metrics work

Tickets per 100 orders
Tickets divided by orders, times 100, by product or week.
First response time
Median time to the first reply.
Resolution time
Median time from ticket opened to closed.
Satisfaction
Average survey score.

Dashboards to start with

Your Gorgias numbers at a glance.

Ask the agent to build one of these, or pin charts yourself. Share any dashboard with a link.

Support

4 charts

Tickets by week and channel
Top tags
First response time
Satisfaction

Support and store

3 charts

Tickets per 100 orders by product
Refund and return tickets
Tickets by courier

About dashboards

Better together

Ask across Gorgias and the rest of your business.

The best questions need more than one app. The agent can pull from several sources for one answer.

“Which products cause the most tickets per order?”

Gorgias + Shopify

“Do subscribers who write to support cancel more often?”

Gorgias + Recharge

“Do late deliveries in the courier’s export lead to more tickets?”

Gorgias + CSV and file uploads

How to connect

Connect Gorgias, step by step.

1
Find it in Sync data
In Orcabase, go to Sync data → Add source and search for Gorgias. Pick the database to sync into.
2
Connect Gorgias on Fivetran’s page
Fivetran’s page asks for your Gorgias subdomain, your username and an API key.
3
Choose what to sync
Back in Orcabase, tick the data you want. Only what you pick is synced, and only it counts toward your allowance.
4
Ask away
The first sync starts straight away. When it’s done, ask the agent about your Gorgias data.

What you’ll need

A Gorgias login that can create an API key.
The Admin role in Orcabase, and data hosting: Fivetran writes into a database Orcabase hosts for you.

At a glance

How it connects: Synced by Fivetran
How fresh: Every 6 hours, as standard.
Where your data lives: A copy in a database Orcabase hosts for you, with its own folder for each app.
Who can set it up: An admin in your organization.
Your login: You sign in on Fivetran’s own page. Orcabase never sees your password or keys.
Cost: Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard.

Sync apps with FivetranStep-by-step, in the docs.

Questions

About Gorgias and Orcabase

More in the docs: Sync apps with Fivetran

Can I link tickets to orders?

Yes. Gorgias keeps the customer behind each ticket, and with your store synced too, the agent can match tickets to orders and products.

Can Orcabase reply to tickets?

No. Orcabase only reads the synced copy.

Do I need a Fivetran account?

No. Orcabase uses its own. You sign in to Gorgias on Fivetran’s page, and the data lands in a database Orcabase hosts for you, so there’s nothing else to set up or pay Fivetran for.

How fresh is my Gorgias data in Orcabase?

Fivetran syncs it every 6 hours as standard, and an admin can run a sync by hand at any time. The page for each source shows when it last synced and when it syncs next.

What does syncing cost?

Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard. Each distinct row that’s added or changed in a month counts once, however often it changes, and the first full copy is free. You choose which tables sync, so you only spend the allowance on what you need.

Keep exploring

More data sources

All data sources

Your Gorgias data already has the answers.

Connect it, ask your first question, and pin the answers you want to see every week.

Get started All data sources