> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Freshdesk on Vortex IQ > Monitor Freshdesk pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn. Monitor Freshdesk pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn. No changes are made without the configured approval policy. Read-only operations do not modify the connected system; schedules, access scopes, API usage and data handling remain governed by Vortex IQ controls. [Connect or manage this source](https://app.vortexiq.ai/workbench/settings/sources) · [How connecting works](/integrations/connector-catalogue) | **27** | **4** | **Build your own** | **Ready to build yours** | **7** | | ------------------- | ---------------- | ------------------ | ------------------------ | -------------- | | performance signals | automated checks | automated fixes | workflows | API operations | ## Monitor performance 27 performance signals. Signals with an alert band can raise Nerve Centre alerts; every signal supports a merchant-configured watcher. | Signal | Outcome | Alert behaviour | What it tracks | | ----------------------------------------- | ------------------- | ------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Abandoned Findings (>14d no movement)** | Protect revenue | Alert band 5 / 15 | Open Vortex IQ findings whose updated\_at is older than now()-14d - the silent-drain gauge. | | **Finding Resolution Rate (90d)** | Run operations | Alert band 75 / 50 | resolved\_or\_closed\_findings\_90d / all\_findings\_filed\_90d × 100, anchored on the filing date. | | **High-Value Customer Waiting** | Protect revenue | Merchant rule | High-Value Customer Waiting, broken down by row. | | **VortexIQ Findings Open** | Protect revenue | Alert band 5 / 20 | Vortex-IQ-tagged tickets (tag:vortex\_iq, status open/pending) still unresolved - the unactioned-revenue-leak counter. | | **Abandoned Findings vs Refund Rate** | Protect revenue | Merchant rule | Description pending editorial review; the signal is live. | | **Avg Cycle Time (days)** | Run operations | Alert band 2 / 5 | Mean days from first agent action (in-progress) to resolution. | | **Avg Lead Time (days)** | Run operations | Alert band 5 / 14 | Mean days from created\_at to resolution (full lead time). | | **Avg Time-to-Fix (days)** | Run operations | Alert band 5 / 14 | Mean days from filing to Resolved/Closed for Vortex IQ findings. | | **Backlog by Priority** | Run operations | Alert band 20 / 100 | Backlog by Priority. | | **Backlog by Status** | Run operations | Merchant rule | Backlog by Status. | | **Blocked Tickets** | Run operations | Alert band 3 / 8 | Tickets in a blocked/on-hold custom status; warn at 3, critical at 8. | | **Cycle Time by Priority** | Run operations | Alert band 2 / 5 | Cycle Time by Priority. | | **First Response Time (min)** | Customer experience | Alert band 30 / 240 | created\_at to the confirmed real stats.first\_responded\_at field (?include=stats, already fetched for cycle time), converted to minutes. Bare support\_helpdesk sentiment\_ke | | **SLA Attainment** | Run operations | Alert band 95 / 80 | 100 x (1 - fr\_escalated rate) over tickets created in the window whose first-response SLA clock has already closed (fr\_due\_by in the past). fr\_escalated and fr\_due\_by are | | **Sprint Velocity (avg)** | Run operations | Alert band 0 / 20 | Avg tickets resolved per sprint over the trailing 5 sprints. | | **Tickets by Assignee** | Run operations | Alert band 5 / 10 | Tickets by Assignee. | | **Unassigned Tickets** | Run operations | Alert band 5 / 20 | Open tickets with no responder\_id; warn at 5, critical at 20. | | **In Progress** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **Oldest Open (days)** | Run operations | Alert band 14 / 90 | Description pending editorial review; the signal is live. | | **Open Tickets** | Run operations | Alert band 0 / 20 | Description pending editorial review; the signal is live. | | **Overloaded Assignees (>10 open)** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **Scope Added Mid-Sprint** | Run operations | Alert band 5 / 15 | Description pending editorial review; the signal is live. | | **Sprint Progress** | Run operations | Alert band 90 / 70 | Description pending editorial review; the signal is live. | | **Throughput Trend** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **Tickets Resolved (7d)** | Run operations | Alert band 0 / 25 | Description pending editorial review; the signal is live. | | **VortexIQ Findings In Progress** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **VortexIQ Findings Resolved** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | ## Audit risks and opportunities A fix status appears only where the action, inputs, approval, verification and recovery controls are mapped. Candidate remediations are never executable. | Check | Severity | Outcome | Why it matters | Fix status | | --------------------------------------------------------- | -------- | --------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------- | | **CSAT below 70%** | high | Grow revenue | CSAT below 70 percent predicts churn before it shows in revenue; the transcripts behind the score say exactly what to fix. | Report only | | **First-response SLA breached on open conversations** | high | Run operations | Breached first-response SLAs compound: late answers create chase messages, which create more queue, which creates later answers. | Report only | | **Median first-response time above 4h** | medium | Protect revenue | Customers are waiting a median of over 4 hours just to hear back for the first time, before their actual issue is even addressed. Slow first response is one of the most common drivers of a b | Report only | | **Open-conversation backlog rising > 20% week-over-week** | medium | Run operations | The open-conversation backlog grew more than 20% in a week. A growing backlog means response and resolution times for everyone in the queue are about to get worse, not just the customers who | Report only | ### Build your own automated fixes 4 checks report findings on Freshdesk today. Turn any finding into an automated fix with a Vortex IQ workflow: **13,885 read and write operations across 229 connectors** are available as building blocks, with approval, verification and rollback on every change. ## Automate approved work Vortex IQ is integrated with **5 read** and **2 write** operations across tickets, agents, agentmes, groups, searchtickets on Freshdesk. Combine them with anything from the **13,885 operations across 229 connectors** to automate the work in your own words. Changes follow the merchant's configured approval policy: the target, proposed change, affected records, risk, reversibility and verification plan are shown before execution. Read-only operations do not modify the connected system. [Create a workflow](https://app.vortexiq.ai/workbench/flows/create?connector=freshdesk) | Resource | Read operations | Write operations | | ------------- | --------------- | ---------------- | | tickets | 1 | 2 | | agents | 1 | 0 | | agentmes | 1 | 0 | | groups | 1 | 0 | | searchtickets | 1 | 0 | Signed-in users see the full catalogue in the workflow builder, filtered to the sources they have connected. ### Ready to build your first Freshdesk workflow Pick a trigger, add the operations above as steps, and every step that changes data pauses for your approval. Monitoring and audits are live now and can start any workflow you build. *** *Generated from the connector capability graph. Counts reflect the servable registry after alias normalisation and de-duplication, and refresh automatically when the registry changes.*