Support

Attribute Customer Service Costs to Per-Order Profitability

Agentis connects to Gorgias to calculate the support cost per order (factoring in ticket volume, resolution time, and agent costs) so you can see how customer service impacts true margin.

How It Works

Agentis reads ticket data from Gorgias (volume per order, resolution time, channel, and tags). Using your configured cost-per-ticket or cost-per-minute rates, Agentis allocates support costs to individual orders. Orders that generate 3 support tickets cost more to fulfill than zero-ticket orders. This cost flows into your margin analytics, revealing which products, promotions, and customer segments drive disproportionate support burden.

Data Flows

  • →Ticket count and resolution time per order from Gorgias → Agentis support cost model
  • →Ticket channel (email, chat, phone) from Gorgias → Agentis cost-per-channel allocation
  • →Ticket tags and categories from Gorgias → Agentis support cost attribution by issue type
  • →Customer satisfaction scores from Gorgias → Agentis customer segment profitability view

Benefits

  • Reveal the true cost of support-heavy products that look profitable on paper
  • Identify promotions and discount codes that generate disproportionate support tickets
  • Calculate all-in order profitability including post-sale support costs
  • Spot customer segments where support costs erode margin below acceptable thresholds

Setup

  1. 1Connect your Gorgias account to Agentis via API key and domain
  2. 2Configure your cost-per-ticket or cost-per-minute rates by channel (email, chat, phone)
  3. 3Agentis imports historical ticket data and links tickets to Shopify order IDs

Technical Details

Agentis integrates via Gorgias's REST API using API key + domain authentication. We query the /tickets endpoint with order_id filters to associate tickets with specific orders. Cost allocation uses configurable rates per channel: typically $3-5 per email ticket, $2-4 per chat, $8-12 per phone call. Data syncs every 30 minutes via polling, with webhooks (ticket.created, ticket.closed) for faster updates. Support costs are attributed to orders retroactively and included in the Agentis margin analytics dashboard.

Frequently Asked Questions

Is support cost included in the per-order margin check?

Not directly, as actual support costs come after the order and can't be known when Agentis checks it. However, Agentis uses historical support cost data per product and customer segment to apply a risk-adjusted support cost estimate to margin calculations.

How does Agentis calculate the cost of a support ticket?

You configure cost-per-ticket or cost-per-minute rates by channel. Agentis multiplies ticket volume and duration by these rates to allocate support cost per order. Default benchmarks are provided based on industry averages.

Can I see which products generate the most support cost?

Yes. Agentis aggregates ticket data by product SKU, showing you which products have the highest support cost per order. This is invaluable for identifying items where support burden makes thin margins even thinner.

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