Zyro reads your helpdesk tickets, read only, and links each one to the order it names. Then it counts them next to your own delivery data. Zyro says a ticket is linked to a late parcel. The link alone does not prove the delay caused it.
What you see
- Support tickets card (Shipping tab in the Shopify app): your where is my order tickets, and how many that is per 100 orders (from 30 orders). How many are linked to late parcels. Tickets per 100 late parcels next to tickets per 100 on-time parcels (from 20 of each). What those tickets cost in support time, marked est.
- By carrier and by country: for each carrier and each country (est.), the parcels, the parcels with a ticket, tickets per 100 parcels and the late share. A row needs 20 parcels.
- Customs tickets card (Customs tab): customs or duty tickets in the last 60 days, and how many parcels held at customs had a support ticket.
- Watchdog: a "Where is my order tickets" tile. It warns when tickets in 24 hours reach 5 and twice your usual day, and alerts at 10 and three times. It never pauses anything.
- Today and the Morning Brief: a card when late parcels are behind a jump in tickets, and a line with yesterday's tickets.
Connect Gorgias
- Open Connections in Zyro on zyro.world and find the Support tickets card. Choose Connect.
- Type your Gorgias account, such as acme or acme.gorgias.com, and choose Connect Gorgias.
- Allow access in Gorgias. Gorgias asks you to let Zyro read your tickets and ticket fields. Zyro only reads.
- Done. Zyro reads your recent tickets first, then new ones every hour. Numbers show within the hour.
In the Shopify app, the Support tickets card on the Shipping tab has the same Connect box. Only someone who can manage connections can connect a helpdesk.
Zendesk
Zendesk is coming soon. Its box says Coming soon until Zyro can connect to it.
What Zyro reads
- Kept for each ticket: its ID, when it opened and closed, the channel, Zyro's category (where is my order, damaged, customs or duties, return, or other), the tag or reason that decided it, and the order number it names.
- Never kept: Gorgias sends the shopper's name and email with each ticket. Zyro drops them before anything is stored. It never keeps the subject or the messages.
- Subjects: when a ticket has no tag or contact reason, Zyro reads its subject to sort it, then keeps only the category.
- Read only: Zyro never changes anything in Gorgias.
Order numbers and cost per ticket
On the Support tickets page, pick the ticket field that holds the order number. Zyro's pick is a field named like "order", else it looks for an order number in the subject. Tickets that name no order still count in your totals, but not in the carrier and country tables.
Type your own cost per ticket on the same page. Until you do, Zyro uses 3.00 a ticket as a starting guess, marked est.
Disconnect
Open Connections, then Support tickets, and choose Disconnect next to Gorgias. The Shipping tab card has a Disconnect button too. Zyro asks Gorgias to end its access and deletes every ticket it read.
Which plans include it
Tickets Zyro already read keep showing on every plan. Once a helpdesk is connected, the Watchdog tile shows on every plan too. Connecting a helpdesk and the hourly read are on Starter and up. Tickets by carrier and by country are on Growth and Scale. The alert by email or chat when tickets jump is on Starter and up. See plans and prices.
If it doesn't work
- Reconnect needed. Gorgias stopped accepting Zyro's sign-in, for example after Zyro was removed in Gorgias. Choose Reconnect.
- Last read failed. The card shows the reason. Zyro tries again at the next hourly read.
- No number per 100 orders. It shows from 30 orders in the period you picked.
- Short carrier and country tables. They count only tickets that name an order. Check the order number field.
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Still stuck? Email hello@zyro.world with your store address and your Gorgias account name.
Or ask us here