Tickets are disconnected from products
Gorgias shows ticket volume and themes. Shopify shows orders and SKUs. Without TicketLens, those worlds stay separate.
Product-quality intelligence from your support tickets
Find the products creating the most support work.
TicketLens connects Gorgias tickets to Shopify orders and SKUs so your team can identify recurring product issues, measure support burden, and prioritize what to fix next.
- Built for Shopify brands using Gorgias
- 14-day free trial
- No customer contact information shown in TicketLens
Support volume alone does not tell you what to fix.
Gorgias reports what is happening in support. Shopify reports what sold. TicketLens attributes support work to the products causing it.
High-volume products hide issue rates
A bestseller can look healthy in revenue while quietly generating a high share of support work per order.
CX teams lack product-level evidence
Ops and product need SKU-level proof — ticket rate, trends, and repeat contact — not another inbox summary.
How it works
1
Install TicketLens and connect Gorgias
Install TicketLens from Shopify, connect Gorgias, then run a sync when you are ready.
2
Match tickets to orders
TicketLens matches Gorgias tickets to Shopify purchases using customer email or phone.
3
See product and SKU issue signals
Review ticket rates on every plan. Growth and Scale add risk signals, alerts, and recommended actions.
What TicketLens helps you see
Core matching and SKU visibility on every plan. Advanced risk, cost, and alert signals are included on Growth and Scale — see pricing for packaging.
- SKU-level ticket attribution
- Ticket rate by product
- Repeat-contact risk (Growth+)
- Issue trend signals (Growth+)
- Estimated support cost (Growth+)
- Product issue alerts (Growth+)
- Recommended actions (Growth+)
Example dashboard
Product support intelligence at a glance
Illustrative preview using fictional store data. Your dashboard reflects your actual orders and tickets.
Product support intelligence
Example · Last computed Mar 12, 2026, 9:14 AM
Shopify orders
1,284 synced
Connected
Gorgias tickets
186 synced
Connected
Linked tickets
142 matched
Matched
SKU metrics
48 SKUs
Generated
Warning · Product issue alert
Rising issue trend
TrailFlex Running Shoe TF-SHOE-001
Issue activity is rising versus the prior 7-day period.
Recommended action: Review recent sizing tickets and update PDP size guidance.
Highest-risk product
TrailFlex Running Shoe
- Ticket rate
- 21.5%
- Est. support cost
- $915
- Main issue
- Runs small
- Repeat risk
- High
Product issue report
| Product | SKU | Tickets | Ticket rate | Support cost | Main issue | Repeat risk | Trend |
|---|---|---|---|---|---|---|---|
| TrailFlex Running Shoe | TF-SHOE-001 | 61 | 21.5% | $915 | Runs small | High | Rising |
| Performance Water Bottle | PW-BOT-004 | 42 | 21.4% | $630 | Lid leaks | Medium | Flat |
| CloudSoft Hoodie | CS-HOOD-002 | 39 | 12.5% | $585 | Shrinks after wash | Low | Falling |
Who it is for
CX leaders
Spot which SKUs drive repeat contacts so macros, QA, and escalation paths target the real product issues.
Ecommerce leaders
See support burden relative to order volume and prioritize PDP, packaging, or assortment changes.
Operations teams
Use issue trends and estimated support cost to focus fulfillment and supplier follow-ups where they matter.
Product and QA teams
Get explainable, rules-based evidence of recurring product issues instead of anecdotal ticket samples.
Why TicketLens
Gorgias tells you what is happening in support.
TicketLens tells you which products are causing it.
- Connects tickets to real purchases
- Measures issue burden relative to order volume
- Keeps insights explainable and rules-based
- Uses customer email and phone only for matching
- Shows aggregate SKU-level insights
Install TicketLens
Install TicketLens from Shopify
TicketLens is a Shopify embedded app. Install or open it from the Shopify App Store or your Shopify Admin — do not enter a store domain here.
- Open the Shopify App Store or Shopify Admin Apps.
- Install or open TicketLens for your store.
- Complete setup inside Shopify Admin, including Gorgias connection.
Simple pricing for growing brands
Start with a 14-day free trial on any plan. Upgrade when your catalog and support volume grow.
Starter
$29/mo
14-day free trial
- Shopify and Gorgias connection
- Manual sync
- Ticket-to-order matching
- SKU-level ticket attribution
- Basic product support visibility
Growth
$79/mo
14-day free trial
- Everything in Starter
- Daily automatic sync
- Repeat-contact risk
- Issue trend signals
- Estimated support cost
- Product issue alerts
- Recommended actions
Scale
$199/mo
14-day free trial
- Everything in Growth
- Automatic sync every 6 hours
- Designed for larger catalogs and heavier support volume
FAQ
What does TicketLens connect?
TicketLens connects Shopify orders and line-item SKUs with Gorgias support tickets for your store.
How are tickets matched to orders?
Tickets are matched to purchases using customer email or phone from the ticket and the Shopify order contact fields.
Does TicketLens display customer email or phone?
No. Email and phone are used only for matching. TicketLens shows aggregate SKU-level insights, not customer contact details.
What happens when no tickets match?
If orders sync but no tickets match, TicketLens shows a clear empty state — not a false highest-risk product — and asks you to sync again after tickets exist or confirm contact details match.
Is TicketLens using AI?
Product issue alerts are rules-based — driven by trends, repeat contact risk, and support cost — not AI guesses.
Does TicketLens replace Gorgias?
No. Gorgias remains your helpdesk. TicketLens complements it by attributing support work to products and SKUs.
How long is the free trial?
Every plan includes a 14-day free trial.