Skip to content
ai-agent.review — AI Agent Reviews, home
← All news

Product updates

Gorgias reorganizes support analytics with AI and human comparisons

Vendor-reportedChecked: [release]

Editorial attribution: Gosia Madej

Prepared with AI assistance. Editorial attribution does not imply personal product testing or manual review of every story.

Published: · Event date:

The October 13 update combines 14 reports into three and compares AI Agent with human support. The agent-type chart split excludes Auto-QA scores.

Vendor-reportedChecked: [release][csat]

What changes for users

Before using the new split to assess automation, inspect the tickets behind each metric and check who receives credit. Treat survey comparisons and Auto-QA as different views: a blank accuracy card cannot substantiate an AI accuracy result. These are proposed checks, not test findings.

Editorial assessmentChecked: [overview][csat]

Two streams of conversation cards enter a shared measuring frame, with a separate inspection card beside it.
AI-assisted editorial illustration of comparing support activity while keeping quality review distinct; not a Gorgias interface. · AI-assisted original vector illustration for AI Agent Reviews

Gorgias says Helpdesk Performance now groups reporting into Overview, Channels and Help Center. New Sankey charts trace ticket handling, while CSAT, first response time and resolution time can be split between AI Agent and the team. Users can return to the previous reports until November 13.

Vendor-reportedChecked: [release]

The Overview guide lists availability across all Helpdesk plans. Attribution needs attention: most ticket metrics credit the currently assigned agent, while first response time credits the message sender. A report row therefore does not always identify the person or system responsible in the same way.

Editorial assessmentChecked: [overview]

The CSAT guide says the agent-type chart split excludes Auto-QA scores. Auto-QA access is limited to leads and admins with an AI Agent subscription or active trial. Accuracy remains manually scored; its card stays empty until a reviewer supplies scores.

Vendor-reportedChecked: [csat]

Checked against sources

AI-assisted source check

How this was checked

AI-assisted checking read the announcement and both reporting guides. All three are vendor sources; no customer account, product performance or human review was verified.

Editorial assessmentChecked: [release][overview][csat]

The changelog timestamp places the announcement on October 13. Documentation describes current behavior, but does not establish when each individual metric first became available.

Editorial assessmentChecked: [release][overview][csat]

Source evidence

Original source excerpt. This shows what the source says; it does not establish product performance.

These charts show survey metrics only, so the agent type slice doesn't apply to Auto-QA scores.

Read original source [csat]

Sources