Tickets we created from audit findings that haven’t been resolved yet.
At a glance
The count of Crisp conversations Vortex IQ opened from a Nerve Centre audit finding (broken checkout, slow PDP, missing alt text, payment-form regression, etc.) that the merchant’s team has not yet resolved. Crisp is a real-time live-chat tool, so “open finding” here means a conversation in the inbox taggedvortexiq:findingthat is still inpendingorunresolvedstate.
Calculation
Calculated automatically from your Crisp data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
A French DTC skincare brand on Shopify uses Crisp as its sole live-chat tool (Pro plan, 4 agents). Snapshot taken on 28 Apr 26 at 10:15 CET. Vortex IQ has opened 14 findings into Crisp over the last 6 weeks. Their states right now:Sibling cards merchants should reference together
Open Findings is the inflow side of a flow metric. Pair it with these to read direction, not just level:Reconciling against the vendor’s own dashboard
Where to look in Crisp’s own dashboard:
Crisp App → Inbox → Filters (top right) → Add filter → Segment → vortexiq:finding
Then in the inbox, set the state filter to Pending and Unresolved (toggle off Resolved).
The conversation count at the bottom of the filtered inbox should match this card. Crisp’s web app, desktop app, and mobile app all share the same conversation database, so any of the three will show the same number.
For aggregated reporting, Settings → Workspace Stats → Conversations shows total inbox volume but does not split by tag, so it is not a like-for-like check.
Why our number may legitimately differ from Crisp’s:
Cross-connector reconciliation:
Known limitations / merchant FAQs
Why is Vortex IQ writing findings into my Crisp inbox? My team uses Crisp for customer chat. You picked Crisp as your operational inbox during onboarding (Settings → Connectors → Crisp → “Use as primary findings inbox”). If that is wrong, switch the primary inbox to a helpdesk tool (Zendesk, Freshdesk) or a chat tool with a clearer separation between human-customer chat and automation traffic (LiveChat’s “ChatBot” stream is one option). Findings are taggedvortexiq:finding so you can filter them out of agent views in Crisp directly: Inbox → Filters → Exclude segment vortexiq:finding.
My team resolved a finding but the count did not drop. Why?
The card refreshes every 60 seconds. If 90 seconds have passed and the count is still wrong, the agent likely resolved the conversation in a way Crisp does not flag as state = resolved, for example by archiving without resolving. Open the conversation in Crisp and click Resolve explicitly; the count will sync within a minute.
My Crisp free plan deletes conversations older than 30 days. Are old findings disappearing?
The conversation body is wiped after 30 days on the free plan. The Vortex IQ audit ledger keeps the original finding intact, so the card count is still accurate, but the merchant cannot read the conversation history beyond 30 days. Two fixes: (1) upgrade Crisp to Pro tier ($25/mo at time of writing) for unlimited history; (2) action findings within 30 days, which is what the alert threshold of 20 is calibrated to encourage anyway.
Crisp is multichannel (chat + email + Twitter + Messenger + WhatsApp + Telegram). Are findings in every channel?
No. We write findings as native chat conversations to keep them out of your customer-email inbox. Customers cannot see findings (they are internal-only conversations with no participant). If you want findings to fan out to email or Slack as well, configure that on the Crisp side under Settings → Notifications → Routing.
Can I assign findings to specific agents automatically?
Yes, via Crisp’s Routing Rules. Create a rule: if segment = vortexiq:finding, route to <engineering@yourbrand.com>. The rule fires on creation; from then on, findings land directly in the engineer’s queue rather than the shared inbox. We recommend this for any team above 3 people, otherwise findings collect in the shared queue and nobody owns them.
My free Crisp plan has a 30-day data retention cap. Does the alert threshold (>20) account for that?
The threshold is set against ingest rate, not retention. If you are creating findings faster than your team can resolve them in 30 days, the count crosses 20 and pages you regardless of whether old conversations are still readable. The 30-day cap is about evidence retention, not about count accuracy.
How does this card relate to “Open Tickets” (the Crisp-native count)?
Open Tickets is every unresolved conversation in your Crisp inbox: customer questions, returns, shipping, plus our findings. This card is the subset tagged vortexiq:finding. On a busy DTC brand, total Open Tickets often runs 50-200 while VortexIQ Findings Open sits in the single digits. Track both; the ratio tells you how much of your operations work is reactive (customer-driven) vs proactive (audit-driven).
Why is “open” defined as pending OR unresolved? What about “responded but waiting”?
Crisp’s state model has only two non-resolved states: pending (no agent has replied) and unresolved (agent replied at least once, conversation still active). There is no “waiting on customer” state in Crisp; merchants who need that level of granularity tend to outgrow Crisp into LiveAgent or Zendesk. We treat both states as open because either way, the finding is not yet actioned.
Can I create findings in Crisp manually for things Vortex IQ has not detected?
Yes. Tag any conversation with vortexiq:finding and it joins the count. Useful for merchant-spotted issues you want tracked alongside automated findings. Use the Crisp Conversation → Tags → Add segment UI; the tag is case-sensitive.