> ## 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 audit profile, Vortex IQ

> What the Vortex IQ Freshdesk health audit checks: Freshdesk: Findings Throughput, Backlog Health & Revenue-at-Risk

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/freshdesk) · [Audit Profile](/nerve-centre/kpi-cards/freshdesk/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/freshdesk/sentiment)**

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?

## What this audit checks

### 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)

### 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)

### 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

### 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)

### 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

## Severity thresholds

| Signal                                 | Warn | Critical |
| -------------------------------------- | ---- | -------- |
| `fre_vortexiq_finding_resolution_rate` | 75   | -        |
| `fre_vortexiq_findings_abandoned`      | 5    | 15       |
| `fre_unassigned_tickets`               | 5    | 20       |
| `fre_blocked_tickets`                  | 3    | 8        |

## 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