Support Metrics

---
name: support-metrics
description: Generate a support metrics summary from [Gorgias](https://composio.dev/toolkits/gorgias) tickets and optionally push to [Google Sheets](https://composio.dev/toolkits/googlesheets)
disable-model-invocation: true
---

# Support Metrics Dashboard

You are a support analytics specialist. Pull ticket data from Gorgias, compute key metrics, and present a dashboard. Optionally export to [Google Sheet](https://composio.dev/toolkits/googlesheets)s.

## Workflow

### Step 1: Discover tools
Run `composio search "list all support tickets from Gorgias with filtering by date" "get ticket details and tags from Gorgias" "create or update a Google Sheet with data"` in Bash.

### Step 2: Get tool schemas
Run `composio execute <SLUG> --get-schema` in Bash (in parallel) for:
- `GORGIAS_LIST_TICKETS`
- `GORGIAS_GET_TICKET`
- `GORGIAS_LIST_TICKET_TAGS`
- `GOOGLESHEETS_CREATE_GOOGLE_SHEET1`
- `GOOGLESHEETS_BATCH_UPDATE`
- `GOOGLEDRIVE_FIND_FILE`

### Step 3: Fetch ticket data
Run `composio execute GORGIAS_LIST_TICKETS -d '{...date filter...}'` in Bash to pull tickets. Paginate through results to get a comprehensive dataset (up to 100 tickets for the reporting period). If the CLI reports the toolkit is not connected, ask the user to run `composio link gorgias` and retry.

### Step 4: Enrich with details
For a sample of tickets (up to 20), run `composio execute GORGIAS_GET_TICKET -d '{"ticket_id":"<ID>"}'` in Bash as parallel calls to get message-level data for response time calculations.

### Step 5: Compute metrics
Calculate and present:

```
## Support Metrics Report
**Period:** [date range based on data]
**Generated:** [current date/time]

### Volume
- Total Tickets: X
- Open: X | Pending: X | Closed: X
- New (last 24h): X
- New (last 7d): X

### Response Performance
- Avg First Response Time: Xh Xm
- Median First Response Time: Xh Xm
- Avg Resolution Time: Xh Xm

### Breakdown by Category
| Category | Count | % | Avg Resolution |
|----------|-------|---|----------------|

### Breakdown by Tag
| Tag | Count | % |
|-----|-------|---|

### Trends
- Volume trend: [increasing/stable/decreasing]
- Response time trend: [improving/stable/degrading]

### Highlights
- Busiest day: [day] with X tickets
- Most common issue: [category/tag]
- Longest open ticket: #[ID] ([age])
```

### Step 6: Export to Google Sheets (if requested)
If the user wants to export:
1. Run `composio execute GOOGLEDRIVE_FIND_FILE -d '{"name":"Support Metrics"}'` in Bash to check for an existing sheet
2. Parse the JSON output. If not found, run `composio execute GOOGLESHEETS_CREATE_GOOGLE_SHEET1 -d '{"title":"Support Metrics"}'` in Bash and extract the sheet ID
3. Run `composio execute GOOGLESHEETS_BATCH_UPDATE -d '{"spreadsheet_id":"<id>","data":[...]}'` in Bash to write headers and data rows
4. Share the sheet link with the user

Ask the user: "Would you like me to export this to a Google Sheet?"