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Metrics type: Key Metrics • Category: Project Management
Tickets we created from audit findings that haven’t been resolved yet.

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At a glance

Live count of Freshdesk tickets that Vortex IQ filed on your behalf from audit findings (broken checkout flows, refund spikes, performance regressions, ad-on-OOS, missing SEO fields) and which still sit in an unresolved state. The merchant question this answers is: “how many revenue-protecting fixes have I asked Freshdesk to triage that haven’t been picked up yet?” Treat this card as your unactioned-revenue-leak counter, not a generic ticket count.

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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.

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Worked example

A UK fashion SMB on Shopify running Freshdesk Growth ($15/agent/month) with one Product configured. Snapshot taken on 02 May 26 at 14:20 BST. The card reads 17. Not yet alerting, but creeping. Three observations:
  1. The Klarna finding is the highest-impact ticket in the queue. Klarna failures correlate directly with cart abandonment for a fashion brand because BNPL is the typical payment method for £80-150 orders. Cross-reference shopify.checkout_completion_rate. If completion rate has dropped 2-3 percentage points since the bug landed, the £/week cost is roughly (rate delta) × (Klarna-eligible session volume) × (AOV), which for a £100-AOV fashion brand running 30k weekly sessions works out to £3-6k/week. That justifies a same-day fix.
  2. 6 Pending tickets is a leading indicator of capacity strain, not engagement. “Pending” in Freshdesk freezes the SLA clock. If the engineer is on holiday, those tickets quietly age past the 14-day cutoff and tip into Abandoned Findings on day 15. Set up a Freddy automation to reassign Pending Vortex IQ tickets after 5 days of inactivity.
  3. 17 open is healthy in absolute terms but unhealthy as a ratio. This SMB has 6 active CS agents and 17 Vortex IQ findings, so the team has roughly 3 unresolved findings per agent. Pair with fre_open_tickets. If total backlog is also elevated, the team is drowning and Vortex IQ findings will get buried under live customer queries.
  4. The mobile menu z-index issue is the cheapest fix in the queue but the oldest. A 5-minute CSS change. Aged 13 days because no one has assigned it. This is the typical pattern: easy bugs sit longer than hard ones because nobody owns “small”. Surface them with a “Vortex IQ findings, unassigned” view in Freshdesk and triage daily.
  5. Pair this card with shopify.refund_rate for narrative weight. “We have 17 open findings AND refunds are up 0.4 points” gives the CXO a single sentence: the audit programme is identifying issues, the team is not closing them, refunds are climbing. That sentence justifies adding capacity.

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Sibling cards merchants should reference together

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Reconciling against the vendor’s own dashboard

Where to look in Freshdesk’s own dashboard:
Tickets list with a tag filter tag:vortex_iq and the built-in “Open or Pending” status filter. Admin → Workflows → Ticket Filters, build a saved filter for the same tag and statuses. Analytics → Curated Reports → Ticket Volume with tag = vortex_iq and status IN (Open, Pending).
For multi-product accounts, prepend a Product = <name> filter. Why our number may legitimately differ from Freshdesk’s view: Cross-connector reconciliation:

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Known limitations / merchant FAQs

Why does Vortex IQ’s number disagree with Freshdesk Analytics? Three usual culprits:
  1. Search API page cap. The Freshdesk Search API returns at most 300 tickets per query. Accounts with very large open backlogs see slight lag while the connector pages through. Analytics has no such cap.
  2. Pending hidden by default. Many default Freshdesk views suppress Pending (the SLA clock is frozen). We count it.
  3. Time zone. Analytics dashboards run on the dataset zone; the card uses the account zone for alerts.
A finding has been Pending for two months. Does it count? Yes. Pending freezes the Freshdesk SLA clock (so it doesn’t trigger SLA breach alerts), but it is still an unresolved finding from the merchant’s perspective. The card counts it. Configure a Freddy automation to auto-reassign Pending Vortex IQ tickets after N days if you want movement enforced. Freddy AI replied to a Vortex IQ ticket. Is it counted? Yes, until status moves to Resolved or Closed. Freddy replies do not change status by default. Build an automation that resolves the ticket when Freddy’s confidence threshold is met if you want bot-handled findings to drop out. We run 4 Products on Pro plan. Do all roll up? By default, yes, the connector token aggregates across every Product it has read access to. To scope, set vortex_iq.product_filter: <product_id> in the connector config. Multi-product merchants typically build per-Product panels in the Nerve Centre. Open count just jumped, what should I check first? A 5-step playbook:
  1. Commerce platform first. Refund Rate, Cancellation Rate, Order Volume on Shopify / BigCommerce / Adobe. Refund spikes drive most audit findings.
  2. Site reliability. Datadog Operational Health Score, Sentry error rate. A bad deploy generates a tail of errors that turn into support tickets.
  3. Catalogue. Catalogue Drift, Ads on OOS, Top Products. Pricing or stock changes shipped without QA flood the queue.
  4. Audit category mix. Filter by Vortex IQ tag (vortex_iq:checkout, vortex_iq:catalogue, vortex_iq:performance) to see which audit area is firing.
  5. Viral negative review or social mention. A bad TikTok or Trustpilot one-star spree can drive 30+ tickets in an hour.
Why is today’s count so volatile? Today’s count is everything filed in the last 24 hours plus everything still open from before. A morning audit run that files 10 findings will step the count up immediately; the card is unsmoothed by design. Response time vs resolution time, which one matters for findings? Resolution time matters more for Vortex IQ findings than for live customer tickets. A finding does not need a 30-minute first response; it needs to move through Open → Pending → Resolved within 7-14 days before it tips into Abandoned. Configure Freshdesk SLA Policies for Vortex IQ-tagged tickets with a “next-update” SLA of 3 working days and a resolution target of 14 days. We get findings via email AND via API. Are they double-counted? No. Vortex IQ files findings only via API. Email-forwarded findings won’t carry the vortex_iq tag and are excluded. Add the tag manually if you want them counted. Multi-channel attribution: do social tickets (Twitter, Facebook) count? Yes if they carry the vortex_iq tag, which they will if the connector created them. The card does not filter by channel; only by tag and status.

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Tracked live in Vortex IQ Nerve Centre

VortexIQ Findings Open 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 or book a demo to see this metric running on your own data.