To excel at your job, you need accurate, intuitive reporting to clearly identify trends, streamline workflows, and demonstrate your impact. At Gorgias, improving clarity and flexibility in reporting is a top priority.

We're excited to introduce important updates to our Tag Reporting to enhance usability, accuracy, and alignment with your team's needs.

Tag Reporting Improvements

Clearer Tag Percentages: We're updating how percentages are calculated in Tag reports. Previously, tag percentages were calculated as (# of Tag X)/(total # of tags), which caused confusion and inaccuracies. Now, percentages will be based on the number of tickets, calculated as (# of tickets with Tag X)/(total # of tickets). This gives you more accurate insights into how frequently certain tags appear, aligned with your expectations and making your reports easier to interpret.

Improved CSV Exports: We've listened to your feedback about CSV exports. Now, in addition to the daily tag breakdown format, you'll receive an additional columns matching the original percentage-of-tickets format. This saves you time by eliminating manual recalculations, allowing for quicker, more actionable insights.

Enhanced UI for Tag Filtering: Filtering by tags has become easier and more intuitive. You can now choose whether to display all tags on a ticket or just the filtered tags. This significantly reduces clutter and confusion, especially for teams managing large volumes of tags. We’ve also improved tooltips to clearly communicate what's being displayed, so you always understand your data at a glance.

Flexible Reporting Anchors

Report by Ticket Creation or Tag/Ticket Field Timestamp: We know accurate reporting relies on using the right time frames. You can now choose whether your Tag/Ticket Field reports are anchored on the ticket creation date or the ticket with Tag/Ticket Field given time range. This provides more accurate auditing, aligns with how you manage tickets, and reduces confusion across your reports.

These enhancements deliver clearer insights, streamlined workflows, and restored confidence in your data—empowering your team to make smarter decisions.

Start exploring these new improvements today and experience simpler, more effective reporting with Gorgias.