# Weekly support quality review board for Gorgias tickets

> Score closed Gorgias conversations against your own rubric, log every review to a spreadsheet, and see exactly where each agent needs coaching.

- Workflow type: app
- Services: Gorgias, Google Sheets
- Categories: Customer Support, Operations
- Published: 2026-08-24

## What it does

- Samples recently closed tickets that an agent actually replied to, and lists each one with the assigned agent, the channel, the tags and the CSAT rating if the customer left one.
- Opens the full conversation right inside the board so the reviewer reads it in place and scores tone, accuracy, completeness and policy without switching tabs.
- Saves each review to a Google Sheets QA log, posts the coaching comment privately on the ticket as an internal note, and tags the ticket as reviewed so it never gets scored twice.
- A Score this batch button has an assistant pre-grade the whole sample with a supporting quote behind every score, so your team confirms or overrides drafts instead of starting from a blank page.
- A scorecard view reads the log back to show average score per agent per week, each person's weakest area, and a page per agent listing every ticket they were reviewed on.

## What you'll need

- A Gorgias account with permission to read tickets and post internal notes
- A Google account and a spreadsheet where the QA log will live
- A short rubric your team agrees on, starting from tone, accuracy, completeness and policy
- The email addresses of whoever counts as a lead, so they can see the whole team while agents see only themselves

## Prompt

Build me a support quality review board that my CX lead and reviewers open every week. It runs on Gorgias for the ticket data and a Google Sheets QA log that acts as the app's memory. There are two views: a review board where a reviewer reads closed conversations and scores them against a short rubric, and a scorecard that reads the log back to show how each agent is doing.

The review board is the main view. Load a weekly sample using the Gorgias List Tickets operation filtered to closed tickets and ordered newest first, and cap the sample so the board stays workable (default 25 tickets, with the cap and the lookback window configurable in the app). Only include tickets that actually received an agent reply, so auto closed and spam tickets never reach a reviewer. Show one row per ticket with the assigned agent, the channel, the ticket tags, the CSAT rating if one came back, the close date, and whether the ticket has already been reviewed.

Agent attribution comes off the ticket payload itself, from the assignee or user fields, since Gorgias has no documented operation for listing users. Take ticket tags from the ticket payload when they are present and fall back to List Ticket Tags per ticket. Pull CSAT with List Satisfaction Surveys, which returns surveys newest first, and match them to the sampled tickets by ticket id in a single pass rather than calling once per ticket. Gorgias rate limits API key integrations to roughly 40 requests per 20 second window, so fetch the list data once per load, cache it, and hydrate per ticket detail only when a row is actually opened.

Clicking a row opens the ticket in place. Render the full conversation from List Messages in reading order, clearly separating customer messages from agent replies and existing internal notes, so the reviewer never has to open Gorgias in another tab. Beside the conversation, show the scoring panel: a four part rubric covering tone, accuracy, completeness and policy, each scored 1 to 5, plus a free text coaching comment. Keep the rubric to these four dimensions by default, since scorecards with more categories wreck scoring consistency between reviewers, and make the dimension labels and their descriptions editable in one place.

Saving a review does three things. It appends a row to the Google Sheets QA log with Append Values. It posts the coaching comment back on the ticket with Create Message as an internal note, never as a customer facing message, and that is a hard rule everywhere the app writes to Gorgias. And it adds the qa-reviewed tag with Add Ticket Tags so the same ticket does not get scored twice.

The Sheets log is the only persistence the app needs, so give it a stable column layout: review id, reviewed at, ISO week, ticket id, subject, channel, agent name, agent email, closed at, CSAT rating, tone score, accuracy score, completeness score, policy score, total score, coaching comment, supporting quotes, source (human or agent drafted), status (draft or confirmed), and reviewer name.

Add a Score this batch button that kicks off a background agent over the current sample. For each sampled ticket the agent reads the conversation with List Messages, grades it against the same four part rubric, and must attach a short supporting quote from the conversation behind every single score, so a reviewer can check the reasoning instead of trusting a bare number. The agent writes its results into the same Sheets log with Append Values, with source set to agent drafted and status set to draft. Those rows appear in the board as pre filled drafts clearly marked as agent drafted, and a human confirms or overrides each one; confirming or editing a draft updates that row in place with Update Values rather than appending a duplicate. Agent drafted rows never count toward the scorecard until a human has confirmed them, and the board should show how many are still pending confirmation.

The second view is the scorecard, and it is purely a read of the log with Get Values. Show average score per agent per week, the trend across recent weeks, and each agent's weakest rubric dimension so coaching has an obvious starting point. Include a per agent page listing that person's reviewed tickets with their scores, the coaching comments, and a way back into the conversation view.

Apply per user visibility throughout. An agent signed into the app sees only their own scores and their own agent page, while CX leads see everyone and can compare across the team. Match the signed in user to log rows on their email against the agent email column, and keep the list of lead accounts configurable in the app.

## How to customize

- Reword the rubric or swap a dimension, keeping it to three to five categories so scoring stays consistent between reviewers
- Change how many tickets get sampled each week and how far back the sample reaches
- Decide whether the assistant pre-grades every batch or only runs when someone asks for it
- Change the tag applied to reviewed tickets, and who is treated as a lead versus an agent

## FAQ

### Does anything the reviewer writes get sent to the customer?

No. Every note the board writes back to Gorgias is posted as an internal note that only your team can see. Coaching comments are never sent as a customer facing reply, and the app has no way to message a customer.

### Can agents see each other's scores?

No. Someone signed in as an agent sees only their own reviews and their own scorecard page. Leads see everyone and can compare across the team. Access is matched on the email address the person signs in with.

### What happens to tickets where the customer never left a CSAT rating?

They still show up and can still be reviewed. Most closed tickets never get a survey response, so the rating column is simply left blank and the review score stands on its own.

### Do we still need a dedicated support QA tool?

For most teams, no. The spreadsheet log is the system of record, the board is where reviews happen, and the scorecard is a read of that same log, so you get ticket level scoring without buying another seat based tool.

### Can we trust the scores the assistant produces?

They are drafts, not verdicts. Every score comes with a supporting quote pulled from the conversation, and a person has to confirm or override each one before it counts toward anybody's scorecard.

### Why review conversations at all when Gorgias already reports on CSAT?

Built in reporting covers volume, response time, resolution time and survey results, but it does not score the quality of the conversation itself, and only a small share of customers ever answer a survey. Reviewing a sample gives you coachable detail on the other tickets.

Use this prompt in General Input: https://www.generalinput.com/prompts/weekly-support-quality-review-board-for-gorgias-tickets