Gorgias Tickets

Conduit uses two different Gorgias APIs to display statistics on closed tickets:

• Stats
• Tickets

In Gorgias, we see the "Statistics/Agents" screen.

Unfortunately, the figures from Conduit and Gorgias may not match due to several reasons.

Conduit Tickets vs. Gorgias Statistics/Agents:

Gorgias records each ticket “closed” event. If the same ticket is closed twice, each “closed” is counted, resulting in a higher number of closed tickets. One reason a ticket can be opened and closed twice is when it is snoozed.

Conduit only counts the last “closed” event of a ticket. The “closed” date is always the date of the last “closed”.

Additionally, Conduit might miss the correct closure date if the tickets were created more than 180 days before they were closed.

Conduit Stats vs. Gorgias Statistics/Agents:

We download data from the Gorgias Stats API as-is and update this data over six months.
The number in the “Stats” always matches our number in the “Tickets”.

Example:

In Gorgias, agent Max on June 23 has 35 closed tickets.

• In Conduit Stats, there are 29 tickets.
• In Conduit Tickets, there are also 29 tickets.

Note: To see the number of closed tickets for a day in Conduit Tickets, you need to select a time range of six months (since selection is based on the creation date), and then filter the tickets by the “closed” date.