Gorgias & Re:amaze
Customer Support

Support metrics that drive decisions

Ticket classification, resolution tracking, inquiry type distribution, and response time analytics — connected to your existing support platform.

Features

Turn support data into strategy

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Ticket Classification & Resolution Tracking

Every ticket is automatically classified by type — exchanges, refunds, shipping, product questions, complaints. Track resolution rates and first-contact resolution by category.

Auto-classifyResolution rateFCR tracking
Ticket Resolution — March
Exchanges14297%
Shipping Queries9893%
Refunds6796%
Product Questions21099%
Complaints2475%
Inquiry Distribution
Product Questions38%
Exchanges & Returns26%
Shipping & Tracking18%
Refunds12%
Complaints6%
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Inquiry Type Distribution

Understand what your customers are asking about. A spike in exchange requests might signal a product issue. A jump in shipping queries might mean a carrier problem. Catch it early.

Category breakdownTrend alertsVolume spikes
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Response Time Analytics

Track first response time, median resolution time, and SLA compliance across all ticket types. Identify bottlenecks in your support workflow before they become customer complaints.

First response timeResolution SLAPeak hour analysis
Response Times
Avg First Response
23 min
-18% vs last month
Median Resolution
4.2 hrs
-12% vs last month
SLA Compliance
94.2%
+3% vs last month
CSAT Score
4.7/5
+0.2 vs last month
Agent Performance
S
Sarah K.18496%⭐ 4.8
J
Jake M.16294%⭐ 4.6
P
Priya N.19898%⭐ 4.9
T
Tom R.9789%⭐ 4.3
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Agent Performance Tracking

Track individual agent metrics — ticket volume, resolution rate, CSAT, and first-contact resolution. Identify coaching opportunities and reward your top performers.

Per-agent statsCSAT scoresCoaching flags

See your support performance clearly

Connect Gorgias or Re:amaze and start tracking what your support team is actually handling — and how well.

Book a Demo →