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Nerve Centre KPIs · Audit Profile · Sentiment Settings A Freshdesk ticket count means little to a merchant unless it’s joined to the Vortex IQ audit programme and to revenue. This audit answers: (1) is the auth/token healthy and scoped, (2) are Vortex IQ findings being closed (resolution rate, abandoned findings, time-to-fix), (3) is the wider backlog and team capacity under control (unassigned, blocked, oldest open, overloaded agents, cycle/lead time), and (4) when findings stall, is it tied to a commerce-sibling regression (rising refund rate, high-LTV customers waiting) that’s costing revenue?

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What this audit checks

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Authentication & access

  • API key valid (auth on /api/v2/agents/me) and not revoked
  • Helpdesk domain resolves and matches the account subdomain
  • Plan tier supports the Search API (else bulk Tickets API fallback engaged)

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Vortex IQ findings throughput

  • Finding resolution rate (90d) below 50% (filed faster than closed)
  • Abandoned findings: open >14d with no updated_at movement (warn >5, critical >15)
  • Avg time-to-fix above 14 days (sustained)
  • Open findings above 20 (audit backlog backing up)

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Backlog & capacity

  • Open tickets above 2x the 30-day average (volume spike)
  • Unassigned open tickets above threshold (warn 5, critical 20)
  • Blocked / on-hold tickets above threshold (warn 3, critical 8)
  • Oldest open ticket older than 90 days
  • Highest+High priority backlog above 50% of open
  • Agent overloaded: more than 10 open assigned tickets

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Throughput & delivery economics

  • Avg cycle time degraded > 25% week-over-week
  • Avg lead time above 14 days (created -> resolved)
  • Weekly resolved dropped > 25% vs prior period
  • Sprint progress below 70% with < 2 days remaining
  • Mid-sprint scope add above 15% (planning instability)

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Cross-channel: revenue-at-risk (the killer area)

  • Abandoned Vortex IQ findings (>14d) while the commerce sibling’s refund_rate is rising - audit leak measured but not fixed
  • High-LTV customers (top decile per commerce sibling) on an open/overdue Freshdesk ticket breaching SLA
  • Requesters with failed payments (payment sibling) generating a cluster of complaint tickets
  • Complaint/refund-tagged tickets concentrated on SKUs the commerce sibling reports out-of-stock

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Severity thresholds

SignalWarnCritical
fre_vortexiq_finding_resolution_rate75-
fre_vortexiq_findings_abandoned515
fre_unassigned_tickets520
fre_blocked_tickets38

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Data sources

  • GET https://{domain}/api/v2/agents/me - Auth + plan/region sanity
  • GET https://{domain}/api/v2/agents - Agent inventory + per-agent open load
  • GET https://{domain}/api/v2/groups - Group inventory + workload split
  • GET https://{domain}/api/v2/tickets - Bulk ticket listing (Search API fallback for >300 results)
  • GET https://{domain}/api/v2/search/tickets - Status/priority counts, tag:vortex_iq finding population, abandoned filter, assignee/group breakdowns