> ## 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. # Finding Resolution Rate (90d), Freshdesk > Finding Resolution Rate (90d) for Freshdesk stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Project Management](/nerve-centre/connectors#connectors-by-type) ## At a glance > The percentage of Vortex IQ-filed Freshdesk tickets that the merchant team has actually closed in the last 90 days. Designed to answer the merchant question: *"is the audit programme working, or am I paying for findings that nobody actions?"* A green reading (>75%) means audit insight is converting into shipped fixes. Amber (50-75%) means findings land but the team strains. Red (\<50%) means the audit programme is broken at the people-and-process layer, not the detection layer. | | | | ------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `resolved_or_closed_findings_90d / (resolved_or_closed_findings_90d + open_findings_90d) × 100`, expressed as a percent of Vortex IQ-tagged tickets created in the last 90 days now in Resolved (status 4) or Closed (status 5). | | **Numerator** | Tickets with `tag:vortex_iq` AND `(status:4 OR status:5)` AND `created_at >= now-90d`. | | **Denominator** | All tickets with `tag:vortex_iq` AND `created_at >= now-90d`, regardless of state. | | **Status filter** | Resolved (4) and Closed (5) count as resolved; Open (2) and Pending (3) count as unresolved. *Pending* is treated as unresolved because in Freshdesk that state freezes the SLA clock and on a Vortex IQ ticket usually means "waiting on a developer", not "waiting on a customer". | | **Issue type filter** | All Vortex IQ-tagged tickets included. The category sub-tags (`vortex_iq:catalogue`, `vortex_iq:checkout`, `vortex_iq:performance`, `vortex_iq:seo`) do not filter the rate; they exist for breakdown views. | | **Project / board scope** | Cross-Product. Aggregated across every Freshdesk Product the connector token can read (Pro/Enterprise plans support multiple Products under one account). Set `vortex_iq.product_filter` to scope. | | **Resolution counts** | Resolved and Closed are both counted as resolved. Freshdesk treats Closed as the immutable, archived state; Resolved is the day-to-day "fixed" state. The rate does not distinguish them. | | **Reopened tickets** | If a ticket is resolved then reopened within 90 days, it counts as unresolved at the moment of measurement. The rate is recalculated each refresh. | | **API endpoint** | `GET /api/v2/search/tickets?query="tag:'vortex_iq' AND created_at:>{{now-90d}} AND (status:4 OR status:5)"` for the numerator, then a second call for total population. The Freshdesk Search API caps at 300 results per query (10 pages × 30) so very large backlogs (rare) trigger a fallback to the bulk Tickets API with client-side filtering. | | **Bot-handled tickets** | Included. Freddy AI replies do not change `status` by default; only a workflow or human moving the ticket to status 4/5 affects the numerator. | | **Time window** | `90D` rolling. Anchored on the *filing* date; an old finding closed today does NOT count if it was filed more than 90 days ago. | | **Alert trigger** | `<50%`. At 50% you are leaving as many findings open as you close, the point at which the backlog grows faster than the team clears it. | | **Sentiment thresholds** | Good >= 75%, warn 50-75%, critical \<50%. | | **Time zone** | Account timezone in *Admin -> Account -> Helpdesk Settings -> Time zone*. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Freshdesk 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 UK fashion SMB on Shopify running Freshdesk Growth (\$15/agent/month) with two Products (Retail UK, Wholesale). Snapshot taken on 02 May 26 at 14:30 BST, looking back over the rolling 90 days from 02 Feb 26. | Bucket | Count | Notes | | --------------------------------- | ------------------------------------------- | ----------------------------------------- | | Vortex IQ tickets filed in window | 62 | Two thirds Retail UK, one third Wholesale | | Resolved (Retail UK) | 28 | Most closed within 5 days | | Closed (Retail UK, archived) | 6 | Resolved >7 days ago, auto-closed | | Resolved (Wholesale) | 3 | B2B-pricing fixes, slower cycle | | Closed (Wholesale, archived) | 1 | A single B2B SKU correction | | Still open across both Products | 24 | Open + Pending | | **Resolution rate** | **(28 + 6 + 3 + 1) / 62 = 38 / 62 = 61.3%** | Amber, above 50% but below 75% | The card reads **61%**, sitting in the amber band. Five observations: 1. **The rate is mathematically anchored on the *filing* date, not the *closure* date.** A finding filed 03 Feb 26 and closed today still counts; a finding filed 12 Mar 26 and still open today counts against. As the audit programme matures, sustaining a high rate requires disciplined triage. New customers see green easily; mature programmes work for it. 2. **61% is healthy for an SMB on Freshdesk Growth.** Freshdesk SMB customers typically have 2-5 agents handling everything (sales, support, audit follow-up). 61% means the team is shipping more findings than they file, which is the correct direction. The benchmark for a 3-agent SMB team is 55-70%. 3. **The Wholesale Product is dragging the rate.** 4 closed out of an estimated 18 filed = 22% resolution. B2B teams typically have less Freshdesk discipline than retail teams (smaller queue, manual workflows, less SLA pressure). Set up a Product-specific Freshdesk view and assign a single owner for findings on that Product. On Growth plan, a workflow trigger that auto-tags the Vortex IQ Wholesale ticket and routes it to the wholesale rep is free and high-leverage. 4. **24 open is a leading indicator of capacity strain, not engagement.** Pair with [`fre_open_tickets`](/nerve-centre/kpi-cards/freshdesk/open-tickets). If global Freshdesk backlog is also above the team's normal mark, this rate dropping is *symptomatic* of CS overload, not of audit-programme failure. The action is to add capacity (a temp agent) or to enable Freddy AI auto-resolve for low-impact category findings; not to question the audit. 5. **Reconcile with [`shopify.refund_rate`](/nerve-centre/kpi-cards/shopify/refund-rate).** If refund rate is steady or falling AND this card sits at 61%, the audit programme is paying for itself. If refund rate is climbing despite findings being closed, the team is closing the wrong findings (cosmetic ones over revenue-impacting ones). The fix is to triage by impact, not by ease. 6. **Freshdesk's Search API page cap (300) does not affect this card.** The cap matters for the Open count. The Resolution Rate card uses the search count endpoint (single integer) so even at 1,000+ findings the rate is computed correctly. SMBs rarely exceed 300 anyway. ## Sibling cards merchants should reference together | Card | Why pair it with Finding Resolution Rate | What the combination tells you | | --------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [VortexIQ Findings Open](/nerve-centre/kpi-cards/freshdesk/vortexiq-findings-open) | The unresolved-count counterpart. | Open count high + resolution rate low equals findings filed but never closed, the worst possible state. | | [Abandoned Findings (>14d no movement)](/nerve-centre/kpi-cards/freshdesk/abandoned-findings) | The "silent-leak" subset. Abandoned findings are guaranteed denominators with no numerator contribution. | Abandoned rising while this rate falls equals the team is losing ground specifically on the audit queue. | | [Avg Time-to-Fix (days)](/nerve-centre/kpi-cards/freshdesk/avg-time-to-fix) | Cycle-time peer. The rate tells you *whether* findings close; this tells you *how fast* once they do. | Rate green + time-to-fix slow equals team eventually ships but late; rate red + time-to-fix fast equals team ships some quickly and abandons the rest. | | [Open Tickets (all)](/nerve-centre/kpi-cards/freshdesk/open-tickets) | Total Freshdesk backlog context. | Both elevated equals CS team overloaded; rate dropping in isolation equals findings deprioritised specifically. | | [Avg Cycle Time](/nerve-centre/kpi-cards/freshdesk/avg-cycle-time) | Triage-health peer for the whole queue. | Cycle time creeping up while this rate falls equals systemic triage breakdown. Inspect [Top Assignees Overloaded](/nerve-centre/kpi-cards/freshdesk/overloaded-assignees). | | [Refund Rate (Shopify / BigCommerce / Adobe)](/nerve-centre/kpi-cards/shopify/refund-rate) | The downstream truth metric an audit programme should protect. | Refund rate flat or falling + rate at 60%+ equals the programme is paying for itself; refund rate climbing despite high resolution rate equals team is closing low-impact findings. | | [Customer Service Sentiment (Shopify)](/nerve-centre/shopify/customer_service_sentiment) | The retention-side outcome of running this programme well. | Rate climbing + sentiment climbing equals the audit story works for the CXO; the "Vortex IQ pays for itself" narrative. | | [Datadog Operational Health Score](/nerve-centre/kpi-cards/datadog/operational-health-score) | Sibling-platform health score for technical findings. | Datadog health green + this rate green equals the team is keeping pace with both reliability and audit work. Healthy engineering culture indicator. | ## Reconciling against the vendor's own dashboard **Where to look in Freshdesk's own dashboard:** Freshdesk does NOT provide a single "tag-scoped resolution rate" gauge, so this card is computed by Vortex IQ from the Search API. To verify it manually: > **[Analytics -> Curated Reports -> Ticket Volume](https://yourdomain.freshdesk.com/a/analytics)** with `tag = vortex_iq`, group by `Status`, set the date range to last 90 days. Read the percentage of `Resolved + Closed` against the total. That is the same calculation this card runs. > **[Tickets list](https://yourdomain.freshdesk.com/a/tickets/filters/all_tickets)** with `tag:vortex_iq` plus a `Status: Resolved or Closed` filter, gives the numerator population at a glance. > **[Admin -> Workflows -> Ticket Filters](https://yourdomain.freshdesk.com/a/admin/workflows/ticket_filters)** to save the filter for future spot-checks. For multi-Product accounts, prepend a `Product = ` filter. **Why our number may legitimately differ from Analytics' number:** | Reason | Direction | Why | | ----------------------------------- | ------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Time zone** | Boundary days off | Analytics honours the dataset's configured timezone; the card uses the account-level timezone for the rolling 90-day window. For a 90-day window the gap is usually \<1%. | | **Search API index lag** | Ours lower for "just now" | Freshdesk's Search API updates its index 30-90 seconds behind real-time ticket changes. A finding resolved seconds ago may not be in the numerator yet. Analytics is closer to real time. | | **Resolved-then-Closed transition** | Either | Both states count toward the numerator here, so this transition does not move the rate; if you build an Analytics view that filters Resolved-only, you get a different number. | | **Reopened tickets** | Ours lower | If a ticket was resolved then reopened in the 90-day window, we count it as unresolved at the moment of measurement. Some Analytics reports count "ever resolved" rather than "currently resolved". | | **Multi-Product aggregation** | Either | We aggregate; per-Product Analytics views are subsets. | | **Search API page cap** | Negligible | The card uses the count endpoint, which is unaffected by the 300-result cap that limits the Open count card. | | **Tag inclusion** | Ours stricter | We require literal `tag:vortex_iq`. Legacy tags (`vortex`, `vortexiq_v1`) on older tickets drop out of our population but may appear in some Analytics views. | | **Pending status semantics** | Ours stricter | We treat Pending as unresolved. Some default Analytics views suppress Pending (the SLA clock is frozen). | **Cross-connector reconciliation:** | Card | Expected relationship | What causes the divergence | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [`shopify.refund_rate`](/nerve-centre/kpi-cards/shopify/refund-rate) / [`bigcommerce.refund_rate`](/nerve-centre/kpi-cards/bigcommerce/refund-rate) / [`adobe_commerce.refund_rate`](/nerve-centre/kpi-cards/adobe-commerce/refund-rate) | Inverse correlation. Higher resolution rate should reduce refund rate over a 4-8 week trailing window. | Resolution rate up + refund rate up equals team is closing low-impact findings; resolution rate down + refund rate down equals findings were duplicates or stale. | | [`shopify.customer_service_sentiment`](/nerve-centre/shopify/customer_service_sentiment) | Positive correlation, 2-4 week lag. | Sustained 70%+ resolution rate predicts CSAT lift of 2-4 points within a quarter. The retention-side payoff. | | [`datadog.dd_health_score`](/nerve-centre/kpi-cards/datadog/operational-health-score) | Independent peer; correlates only when the audit is dominantly technical. | Both green equals balanced engineering culture; technical findings closing fast and reliability holding. |
Documentation cross-reference (for agencies running multiple helpdesk vendors) The "Finding Resolution Rate" metric exists with the same definition on every helpdesk Vortex IQ files findings into. This is **not** a reconciliation; the merchant typically runs only one helpdesk. These references exist purely so an agency running clients across helpdesks can cross-link the same metric across docs. * [`zendesk.zen_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/zendesk/finding-resolution-rate) * [`gorgias.gor_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/gorgias/finding-resolution-rate) * [`helpscout.hel_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/helpscout/finding-resolution-rate) * [`intercom.int_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/intercom/finding-resolution-rate) * [`livechat.liv_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/livechat/finding-resolution-rate) * [`tidio.tid_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/tidio/finding-resolution-rate)
## Known limitations / merchant FAQs **The rate dropped 15 points this week. What changed?** Three usual causes, in order of likelihood: 1. **Audit volume up.** Vortex IQ filed more findings than usual. The denominator grew faster than the team's closure rate. Often resolves itself within 2-3 weeks as the team clears the new findings. 2. **Capacity loss.** A senior agent on holiday, a key engineer focused on a feature deploy, or temp churn. Pair with [Open Tickets (all)](/nerve-centre/kpi-cards/freshdesk/open-tickets); if global backlog is also up, capacity is the answer. 3. **Triage-process drift.** SLA on Vortex IQ-tagged tickets relaxed, or a Freddy automation turned off. Open Admin -> Workflows -> Automations and confirm the `vortex_iq` rules are still active. **A finding closed today but it was filed 95 days ago. Does it count?** **No.** The window is anchored on the *filing* date, not the closure date. A ticket filed outside the 90-day window does not appear in the denominator at all, even if it just closed. This avoids "closed an old ticket today" gaming the metric. **What is a healthy rate?** * 75%+ : healthy. Audit programme is working; team has slack. * 60-75% : normal for a maturing programme. Acceptable. * 50-60% : warn. Team is straining; investigate triage process. * \<50% : critical. Findings are filed faster than they are closed. The audit programme is not paying for itself. **Should I optimise for a higher rate?** Not necessarily. A rate above 90% sustained for a quarter often means the audit thresholds are too generous (finding only obvious issues). Lower the audit threshold to surface more borderline issues; the rate will dip but the merchant outcome (lower refund rate, lower customer-service load) will improve. **Resolved vs Closed, do they both count?** Yes. Freshdesk treats Closed as the immutable, archived state and Resolved as the day-to-day "fixed" state. This card counts both as resolved. If you want a Resolved-only view, build a custom Analytics report. **Can I use Freddy AI to auto-close low-impact findings?** Yes, and you should for cosmetic categories. On Pro and Estate plans, Freddy can auto-resolve tickets when its confidence score crosses a threshold. Set up an automation: `IF tag:vortex_iq:cosmetic AND Freddy confidence > 80% THEN status -> Resolved`. This boosts the resolution rate honestly because the underlying issue is genuinely closed (Freddy ran a script-fix workflow, not just a canned reply). **A reopened ticket dropped my rate by 1 point. Can I exclude it?** A resolved ticket that gets reopened is genuinely no longer resolved, so the rate correctly drops. If reopens are common (>5% of resolved tickets), it points to a quality-of-fix problem, fixes are landing but not actually resolving the underlying issue. **My team uses custom statuses. How does the card classify them?** Custom statuses must be mapped to a built-in Freshdesk status (Open, Pending, Resolved, Closed). The card uses the underlying status code, not the custom label. So a custom status `Awaiting Engineering` mapped to Open is counted as unresolved. Confirm your mapping in Admin -> Workflows -> Ticket Fields -> Status. **My account spans 4 Products on Pro plan. Why does the gauge show a single number?** The card aggregates by default. To break out by Product, build a Stacked Panel in the Vortex IQ Nerve Centre with multiple instances, each scoped via `vortex_iq.product_filter`. Alternatively, build per-Product Analytics reports in Freshdesk for the same answer. **Why is the alert threshold 50% and not 70%?** 50% is the breakeven point at which the team is closing one finding for every one filed. Below 50% the backlog grows mathematically; above 50% it shrinks. A 70% threshold would over-page in the first quarter of any new audit programme, when finding volume legitimately exceeds team capacity by design. **We are on Freshdesk Free plan. Will this card work?** Yes, with caveats. The Free plan has a lower API rate limit (20 calls/min) and no Search API access on some tiers; the card falls back to the bulk Tickets API for accounts without Search and may show a 60-90 second refresh lag. Resolved/Closed status counting works on every Freshdesk plan including Free. **Why is the rate lower than my Zendesk friend's?** Freshdesk SMB customers typically run smaller, less-specialised teams. The same audit programme run on Freshdesk vs Zendesk-Suite-Enterprise will see a 5-10 percentage-point gap in resolution rate purely due to team size and process maturity, not any defect in the Freshdesk product. Freshworks-owned tooling is fine; the team is the constraint. *** ### Tracked live in Vortex IQ Nerve Centre *Finding Resolution Rate (90d)* is one of hundreds of KPI pulses Vortex IQ tracks across Freshdesk and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.