Which product is filling your Gorgias queue?

Gorgias alone can't say: its reports slice by channel, agent, and tag, never by product. Papercrane's AI agent joins your Gorgias tickets with Shopify orders and builds a live hosted dashboard your whole team can open.

See the missing column

Connect with a key from your Gorgias settings in a few minutes. Free to connect and ask. Paid plans start when you publish a dashboard. See pricing

The column your product report doesn't have

Shopify ranks your products by sales. Gorgias counts your tickets. Put them in one table and a product you thought was fine turns out to be the one writing to you every day.

Tickets by product

Example month

Product	Orders Shopify	Refunds Shopify	Tickets Gorgias	Tickets per 100 orders your dashboard
Daily SPF 30	1,240	14	32	2.6
Cleansing Balm	860	21	29	3.4
Vitamin C Serum	410	48	97	23.7
Hydrating Mist	1,980	36	71	3.6

By sales, the serum looks healthy. By tickets per order it is seven times its shelfmates, and its refund column agrees. Neither tool can draw this table alone.

Benchmarks put a resolved retail ticket at $3 to $6, so that row adds about a dollar of support cost to every unit sold, a cost that never appears in margin.

Where the statistics page stops

Reports know tags, not products

Every breakdown in Gorgias runs on channel, agent, or tag. A product level view means someone maintains a tag per product on every ticket, forever, and one untagged week bends every chart after it.

Custom reports are still a roadmap item

You compose dashboards from Gorgias's predefined charts. The question that doesn't fit a chart waits for an export.

The answer spans two systems anyway

Tickets live in Gorgias, orders and refunds live in your store. A one month export with a 14 day download link was never going to hold a join.

Ask the queue what it knows

Which products generate the most tickets per 100 orders?

⊕ joins your store

How much of this month's queue is people asking where their order is, and is it trending down since the new tracking emails?

Did first response time hold up through the volume spike last month?

Which customers with open tickets right now have spent the most with us this year?

⊕ joins your store

Do shoppers who write in before buying spend more than the ones who don't?

⊕ joins your store

Is CSAT lower on tickets that took more than one reply to close?

Each answer comes back as a chart on a dashboard that stays live, not a number you retype into Slack every Monday.

1. Create a key in your Gorgias settings

2. Paste it into Papercrane

3. Ask a question

4. The agent plans, queries both tools, and builds a hosted dashboard

5. It stays live, and when a refresh breaks, the agent that built it repairs it

Read access through a key you create and can delete. Papercrane never writes to your helpdesk and never replies to a customer.

Three ways teams force this answer today

The workaround	What it takes	Where it stops
A tag per product	Rules for every product name, agents who never forget	One untagged month and the history is a lie
The monthly export	Drill down, CSV, pivot table, an evening	One month of messages per export, links expire in 14 days
Connector, warehouse, BI tool	A data pipeline subscription and someone to own it	You wanted an answer, you got a second job

Or connect Gorgias and your store, ask the question, and let Papercrane's agent do the join. No pipeline, nothing to babysit.

The returns detective

Tickets that keep saying "leaked in the box," joined to order lines, point at the one bundle with the bad pump top weeks before the refund report catches up. That is a packaging fix found in the queue, not in the returns data.

The agency Monday

An agency runs support for four brands, each on its own Gorgias. Every account is connected by name, and one dashboard shows contact rate, response time, and CSAT per brand, so the Monday status email became a link.

When you don't need us

If your questions are about your team, Gorgias Statistics already answers them well: response times, agent workload, busiest hours, CSAT are all built in, and you are paying for them. And if your goal is fewer tickets rather than answers about them, that is deflection work: Gorgias's own AI Agent and tools like Macha are built to answer customers automatically, and we are not. Papercrane earns its place when the question crosses systems, tickets against orders, refunds, and revenue, and when the answer needs to stay live on a dashboard instead of in last month's export.