Everything CX teams need for better support

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A billable ticket is a conversation initiated through one of the integrated channels which includes a message from an agent or a rule using Gorgias. A ticket that receives a response by an agent or a rule will only be counted as one billable ticket regardless of how many messages are sent or received on the thread. Note for chat tickets: If a customer responds to a chat ticket after 3 days of inactivity, this will create a new ticket which will be billable.

An automated interaction is a customer request that is resolved without any agent involvement, by using one of the features of the Automation. If an agent gets involved, the interaction does not count as successfully automated. For example, if a shopper starts a Quick Response Flow in the Chat widget and messages an agent with a follow-up question within 24 hours, it will count as a billable ticket (and not an automated interaction).

Tickets become Voice tickets when at least one phone call takes place between the customer and your team. Once a ticket becomes a Voice ticket, you can have multiple calls at no extra charge.

Tickets become SMS tickets when at least one text message is sent from a customer to your team or vice versa. Once a ticket becomes an SMS ticket, you can continue texting at no extra charge.

As a general rule, most stores receive tickets at a rate of 2-10% of their overall order volume. Your volume of tickets will depend on your industry, product complexity, and level of customer self-service.

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Top reps using built-in automations and Macros close out 100-200 tickets per day.

You may be required to pay state sales tax on your Gorgias subscription. We determine the applicable sales tax for your organization based on your billing address. More information here: gorgias.com/legal/master-subscription-agreement