> ## 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.

# Gorgias audit profile, Vortex IQ

> What the Vortex IQ Gorgias health audit checks: Gorgias: Backlog, Capacity & Finding Lifecycle

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

Gorgias ticket state means little to a merchant unless it's joined to the audit findings VortexIQ filed and to the revenue those fixes protect. Gorgias is the ecommerce-native helpdesk - order context appears inline on every ticket - so the finding-to-revenue loop is tighter here than on any other support tool. This audit answers: (1) is the API key still good and the storefront integrations readable, (2) is the backlog under control (oldest open, blocked, by priority/status), (3) are people overloaded or work left unassigned, and (4) - the stickiness test - are the findings we filed into Gorgias actually getting resolved, or quietly dying in the queue while the team works live shopper chat (abandoned >14d, resolution rate \<50%)?

## What this audit checks

### Authentication & access

* API key valid (auth on /api/account) and not revoked
* Account domain correct and reachable ({domain}.gorgias.com)
* Connector account has agent/admin role with Tickets read scope
* All expected storefront integrations readable (multi-store aggregation complete)

### Backlog health

* Open ticket count vs 30-day baseline (sudden growth = drowning signal)
* Blocked / waiting-on-customer ticket count + change WoW
* Oldest open ticket age (>90 days = backlog rot)
* Backlog-by-priority skew (Urgent+High >50% of open = firefighting)
* Backlog-by-status distribution (Gorgias is two-state: open / closed)

### Throughput & capacity

* Tickets resolved (7d) dropped >25% vs prior week
* Avg cycle time degradation >25% week-over-week
* Assignees with >10 open tickets (overload signal)
* Unassigned tickets > 5 (warn) / > 20 (critical) - work nobody owns
* Sprint scope-creep (>15% added after the triage window started)

### VortexIQ findings lifecycle (the stickiness test)

* Abandoned findings - vortex\_iq-tagged tickets, no team movement (reply/note/status/assignee/tag) >14d
* Finding resolution rate over rolling 90d (target >75% - higher than Zendesk thanks to inline order context - alert \<50%)
* Avg time-to-fix for resolved findings (>14d sustained)
* Findings closed without an evidence note (silent dismissals)
* Automate AI auto-replied to a vortex\_iq finding without resolving it (SLA reset, no fix)
* Reopen rate - findings closed then reopened by a customer reply

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

* Critical findings from sibling connectors (shopify/bigcommerce/adobe/cybersource) older than 7 days with NO Gorgias ticket - coverage gap
* Abandoned findings count rising while a commerce sibling's refund\_rate climbs - measured-but-not-fixed revenue leak (Gorgias's inline order context makes this loop especially tight)
* High-LTV customers (top decile per commerce sibling) waiting on unresolved vortex\_iq tickets - visible via the inline customer panel
* vortex\_iq finding backlog concentrated on one storefront (integration\_id) whose commerce sibling shows a conversion-rate regression

## Severity thresholds

| Signal                             | Warn | Critical |
| ---------------------------------- | ---- | -------- |
| `vortexiq_findings_abandoned`      | 5    | 15       |
| `vortexiq_finding_resolution_rate` | 75   | 50       |
| `blocked_tickets`                  | 3    | 8        |
| `unassigned_tickets`               | 5    | 20       |
| `oldest_open_ticket_age_days`      | 60   | 90       |
| `cycle_time_change_pct`            | 25   | 50       |
| `scope_creep_pct`                  | 15   | 30       |

## Data sources

* `GET https://{domain}.gorgias.com/api/account` - API key + account/timezone/region sanity
* `GET https://{domain}.gorgias.com/api/integrations` - Storefront integration inventory for multi-store aggregation
* `GET https://{domain}.gorgias.com/api/users` - Agent inventory + capacity calc (assignee load)
* `GET https://{domain}.gorgias.com/api/tickets` - Backlog reads: status/priority counts, oldest-open, by-assignee, abandoned-findings, blocked, resolution-rate numerator/denominator, time-to-fix