> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aloftly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets

> One count contribution per Gorgias ticket.

| Contract           | Value            |
| ------------------ | ---------------- |
| Metric key         | `gorgias.ticket` |
| Source             | Gorgias          |
| Status             | active           |
| Type               | source           |
| Semantic version   | 1                |
| Catalog visibility | Picker-eligible  |

## How it's calculated

```text theme={null}
value = 1 per unique Gorgias ticket. Ticket volume = SUM(value).
```

### Built from

* `Ticket.id`
* `Ticket.created_datetime`

## Known caveats

* Ticket text is never included in AI aggregate context.

## Where this appears

* Ticket Volume and CSAT widget
* AI support corroboration

<AccordionGroup>
  <Accordion title="Grain and identity" icon="ruler">
    event; entity: ticket; same-day fold: sum; additivity: additive.

    **Join and identity keys**

    * ticketId
  </Accordion>

  <Accordion title="Filters and boundaries" icon="filter">
    * Organization and store are resolved from the authenticated connection.
    * Reads use a half-open interval: recorded\_at >= start and recorded\_at \< end.
    * No channel or ticket-status filter is applied unless the requesting surface explicitly adds one.
  </Accordion>

  <Accordion title="Timezone, currency, and freshness" icon="clock">
    **Timezone.** Provider event timestamps are stored as instants and grouped into UTC date windows by current dashboard reads.

    **Currency.** Not applicable.

    **Freshness.** Webhook and daily backfill.
  </Accordion>

  <Accordion title="Version history" icon="clock-rotate-left">
    | Date       | Change                                                         |
    | ---------- | -------------------------------------------------------------- |
    | 2026-08-03 | Bound the metric to the executable certified semantic release. |
    | 2026-07-27 | Registered support metric contracts in the semantic catalog.   |
  </Accordion>
</AccordionGroup>