> ## 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. # VortexIQ Findings Open, Gorgias > Tickets we created from audit findings that haven't been resolved yet. 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) > Tickets we created from audit findings that haven't been resolved yet. ## At a glance > Live count of Gorgias 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. Gorgias is ecommerce-native, so Vortex IQ findings appear in the same inbox as live shopper queries with full Shopify/BigCommerce order context inline. The merchant question this answers is: *"how many revenue-protecting fixes have I asked Gorgias to triage that haven't been picked up yet?"* | | | | --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **What it counts** | Gorgias tickets created by the Vortex IQ integration (tagged `vortex_iq` in Gorgias) whose `status` is `open`. Gorgias has only two terminal states (`open` and `closed`), so this card is simpler than its multi-state peers (Zendesk, Freshdesk). | | **API endpoint** | `GET /api/tickets?tags=vortex_iq&status=open&limit=100` paginated with cursor-based pagination via `next_token`. Gorgias caps API requests at 40 per second; the connector batches accordingly. | | **Ticket-state filter** | `open` only. `closed` excluded. Gorgias has no separate Pending or On-Hold states; long-pause tickets stay Open. | | **Bot-handled tickets** | Included. Gorgias's *Auto-Respond* and the *Automate* AI agent can reply automatically on common queries (refund status, shipping ETA, cancel-order); these replies do NOT close the ticket by default. The ticket only drops out when an agent or rule sets `status: closed`. | | **Multi-channel scope** | All Gorgias channels (Email, Chat widget, Facebook, Instagram, WhatsApp, SMS, Voice, Contact Form, API). Vortex IQ-created tickets always come in via API (`channel: api`). | | **Multi-store aggregation** | Gorgias supports multiple Shopify/BigCommerce stores under one account via *Integrations*. The card aggregates across all integrations the connector token reads. Set `vortex_iq.store_filter` to scope by Shopify domain. | | **Time window** | `RT`, refreshed every 60 seconds. | | **Alert trigger** | `> 20 open`. | | **Anomaly detection** | If the count grows by >5 in 60 minutes, Vortex IQ raises an "Audit findings backing up" alert. | | **Time zone** | Account timezone in *Settings → Account → Timezone*. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Gorgias 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 US DTC apparel brand on Shopify Plus running Gorgias Advanced with the Automate AI agent. Two storefronts (US main + DTC outlet) under one Gorgias account. Snapshot taken on 02 May 26 at 13:55 ET, mid-afternoon promotional push. | Storefront | Open Vortex IQ findings | Notes | | ---------- | ----------------------- | ------------------------------------------------------------- | | US main | 11 | Mostly checkout and Shopify-app integration findings | | DTC outlet | 8 | All catalogue/pricing inconsistencies from a recent migration | | **Total** | **19** | One short of the 20-ticket alert threshold | The card reads **19**. Three observations: 1. **Gorgias's tight Shopify integration changes how findings should be triaged.** Every ticket here has the customer's Shopify order history, AOV, lifetime value, and current cart visible in the right rail. Open the highest-LTV-customer-impacting findings first. The Vortex IQ integration writes the affected SKU IDs into the ticket body; combined with the customer panel, the agent can see "this finding affects a \$400 order from a 3x-repeat buyer" at a glance. That is what no other helpdesk does and is the single biggest argument for Gorgias-on-Shopify-merchants. 2. **The Automate AI agent should NOT auto-close Vortex IQ tickets.** Automate is excellent at refund-status, shipping-ETA, and cancel-order replies on customer queries, but Vortex IQ findings need a human or developer judgement. Configure the Automate rule with an exclusion: `IF tag CONTAINS 'vortex_iq' THEN do_not_handle`. Otherwise the AI may "respond" to a finding with a generic reply and reset the SLA clock without actually fixing anything. 3. **The DTC outlet has 8 catalogue findings concentrated post-migration.** Migrations are the highest-yield audit period for ecommerce-native helpdesks. Cross-reference [`shopify.catalogue_drift`](/nerve-centre/shopify/catalogue_drift) for the outlet store; if drift score is elevated, the audit is doing its job and the team should batch-fix rather than triage one-by-one. 4. **19 open is healthy in absolute terms but Gorgias's typical ticket volume is much lower than Zendesk.** A typical Gorgias merchant runs 50-200 daily tickets total (vs Zendesk merchants at 500-2000). 19 Vortex IQ findings is therefore a higher *share* of the inbox. Pair with [`gor_open_tickets`](/nerve-centre/kpi-cards/gorgias/open-tickets). If 30%+ of the inbox is Vortex IQ findings, the team will perceive the audit programme as noise unless framed as revenue protection. 5. **Mid-afternoon promotional pushes are when commerce-native helpdesks light up.** The 19 count was 12 this morning. Ad spend driving traffic surfaces audit issues fast. Pre-empt: run audits before promo windows, not during. ## Sibling cards merchants should reference together | Card | Why pair it with VortexIQ Findings Open | What the combination tells you | | -------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------- | | [Abandoned Findings (>14d no movement)](/nerve-centre/kpi-cards/gorgias/abandoned-findings) | The "silently leaking" subset. | Open count steady but Abandoned rising means findings filed faster than triaged. | | [Open Tickets (all)](/nerve-centre/kpi-cards/gorgias/open-tickets) | Total Gorgias backlog. | If both elevated together, the inbox is overloaded and findings get buried under live shopper queries. | | [Avg First-Response Time](/nerve-centre/kpi-cards/gorgias/unassigned-tickets) | Gorgias's headline merchant metric. Vortex IQ findings count toward this unless excluded. | If FRT is elevated, your finding tickets are dragging the average. Configure a separate Gorgias View for `vortex_iq` tag and a different SLA. | | [Finding Resolution Rate (90d)](/nerve-centre/kpi-cards/gorgias/finding-resolution-rate) | Throughput counterpart. | Open high + resolution low equals findings filed but never closed. | | [Refund Rate (Shopify / BigCommerce)](/nerve-centre/kpi-cards/shopify/refund-rate) | Refund spikes drive most audit findings. Gorgias's customer panel makes the link visible inline. | Refunds up + findings flat equals audit blind spot; findings up + refunds dropping equals programme working. | | [Ecommerce Conversion Rate (Shopify)](/nerve-centre/shopify/ecommerce_conversion_rate) | The single metric Gorgias merchants care most about. | Open findings climbing + conversion rate dropping equals direct cost evidence. | | [Customer Service Sentiment (Shopify)](/nerve-centre/shopify/customer_service_sentiment) | NPS-side outcome. | Findings dropping + sentiment rising equals proof the audit programme protects retention. | | [Datadog Operational Health Score](/nerve-centre/kpi-cards/datadog/operational-health-score) | Technical findings should map to Datadog signals. | Vortex IQ "checkout error" finding open + Datadog steady = possible false positive. | ## Reconciling against the vendor's own dashboard **Where to look in Gorgias's own dashboard:** > **[Tickets list (app.gorgias.com)](https://app.gorgias.com/app/tickets)** with the tag filter `vortex_iq` and the default Open status filter. > **[Views](https://app.gorgias.com/app/views)**, build a saved View for `tags:vortex_iq AND status:open` and pin it for the team. > **[Statistics → Tickets](https://app.gorgias.com/app/statistics)** with the same tag filter for trend visibility. For multi-store accounts, use the *Integration* filter at the top of the Tickets list to scope by Shopify domain. **Why our number may legitimately differ from Gorgias's view:** | Reason | Direction | Why | | ----------------------------------------------- | ------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | **Time zone** | Boundary days off | Gorgias Statistics honour the account timezone; agent UI honours each agent's profile zone. The card uses account timezone for the alert calculation. | | **Ticket-channel scope** | Ours equals theirs | Both include all channels by default. If you scope a Gorgias View to "Email only" or "Chat only", that view is a subset. | | **Archived / deleted tickets** | Ours equals theirs | Gorgias's Trash is excluded from `GET /api/tickets` by default and from most UI views. | | **Status simplicity** | Ours equals theirs | Gorgias has only `open` and `closed`, no Pending/On-Hold ambiguity. The card and any Gorgias View should match exactly on the status dimension. | | **Multi-store (multi-integration) aggregation** | Either | Card aggregates across all integrations; per-integration Views are subsets. | | **API rate limit lag** | Ours lower briefly | Gorgias caps API requests at 40/sec. Accounts with very large open Vortex IQ counts may see a 30-60 second refresh lag during peak hours. | **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) | Refund spikes drive most findings (24-72h lag). Gorgias makes the link inline-visible per ticket. | Refunds up + findings flat = audit blind spot; findings up + refunds dropping = programme working. | | [`shopify.ecommerce_conversion_rate`](/nerve-centre/shopify/ecommerce_conversion_rate) | When findings stack up unaddressed, conversion typically dips within 2-4 weeks. | The lag is shorter on Gorgias-using brands because they tend to be Shopify Plus / high-traffic where regressions show up fast. | | [`shopify.customer_service_sentiment`](/nerve-centre/shopify/customer_service_sentiment) | Inversely correlated. | Open findings >30 for 2+ weeks predicts CSAT drop of 3-5 points. |
Documentation cross-reference (for agencies running multiple helpdesk vendors) The "VortexIQ Findings Open" metric exists with the same definition on every helpdesk Vortex IQ files findings into. * [`zendesk.zen_vortexiq_findings_open`](/nerve-centre/kpi-cards/zendesk/vortexiq-findings-open) * [`freshdesk.fre_vortexiq_findings_open`](/nerve-centre/kpi-cards/freshdesk/vortexiq-findings-open) * [`helpscout.hel_vortexiq_findings_open`](/nerve-centre/kpi-cards/helpscout/vortexiq-findings-open) * [`intercom.int_vortexiq_findings_open`](/nerve-centre/kpi-cards/intercom/vortexiq-findings-open)
## Known limitations / merchant FAQs **Why does my Gorgias open count differ from your card by 2 to 3 tickets?** Almost always one of these. (1) Your Gorgias View has an additional channel filter the card does not. The card is channel-agnostic; your saved View may be Email-only. (2) Multi-store aggregation: the card sums across all integrations connected to your Gorgias account; your Gorgias View may be scoped to a single Shopify domain. (3) API rate-limit lag: Gorgias caps requests at 40/sec, accounts with very large open counts may see a 30 to 60 second refresh lag. Wait for the next refresh and re-check; usually self-resolves. **The Automate AI agent replied to one of my Vortex IQ findings. Does that count as resolved?** No. The Automate reply does not change the ticket status; the ticket stays Open until an agent or rule explicitly sets `status: closed`. So the count is still accurate. **However**, an Automate reply on a Vortex IQ finding is bad behaviour: Automate's stock replies (refund status, shipping ETA) are not appropriate responses to a finding like "checkout error rate spiked 18%". Configure the Automate rule with an exclusion: `IF tag CONTAINS 'vortex_iq' THEN do_not_handle`. The Vortex IQ-Gorgias connector docs cover this in the setup guide. **My team uses multiple Gorgias Views. Which one should I trust?** The card. Gorgias Views are user-saved filter combinations and can drift apart per agent over time. The card pulls live from `GET /api/tickets?tags=vortex_iq&status=open`, which is the canonical source. Use the card as the source of truth for ops decisions; use Views for daily agent workflow. **We have two Shopify stores under one Gorgias account. Why does the count include both?** Because Gorgias treats `tags:vortex_iq` as account-wide, not per-integration. To break out by store, set `vortex_iq.store_filter` in the connector config to scope the card to a single Shopify domain, or build a Stacked Panel in Vortex IQ Nerve Centre with one panel per store. Alternatively, build two Gorgias Views (one per `Integration` filter) for the same answer in your agent UI. **A Vortex IQ ticket was important but we never used Gorgias to track it; we fixed it directly. Do we need to close the ticket?** Yes. Mark the ticket `status: closed` once the work is done. Otherwise it stays in this card's count and the abandoned-rate timer (14 days of no movement) starts ticking. Vortex IQ does not auto-close findings just because the underlying audit signal cleared; the human acknowledgement (closing the ticket) is the close signal. **Open count dropped suddenly. What happened?** Three usual causes, in order of likelihood. (1) **Bulk close**: an agent or admin selected multiple tickets and bulk-closed them in the Tickets list. Gorgias does not surface bulk-close events as audit-log entries by default; ask the team. (2) **Tag drift**: someone removed the `vortex_iq` tag from a batch of tickets (intentionally or via a misconfigured macro). The tickets still exist but no longer match this card's filter. (3) **Vortex IQ outbound paused**: check the Vortex IQ connector status; an account-level pause stops new finding tickets from being created. **Why is the count higher today than the typical baseline?** Most common cause on commerce-native helpdesks is a promotional push. Ad spend driving traffic surfaces audit issues fast (broken checkout flows, OOS-on-ad, sale-price-drift). The mid-afternoon spike pattern is normal during promos. Pre-empt by running audits before promo windows, not during. **Should I configure a separate Gorgias SLA for Vortex IQ tickets?** Yes if your team's volume warrants it. Gorgias's headline `Avg First-Response Time` includes Vortex IQ tickets by default, which can drag the metric your team is measured against. Two practical options. (1) Build a Gorgias View for `tags:vortex_iq` with a separate FRT target (e.g. 24h vs the 4h target on shopper tickets); the team works the View on its own cadence. (2) Use the Gorgias Rules engine to apply a different SLA tag to Vortex IQ tickets, which Gorgias's reporting honours. **My team uses Gorgias but you also have Jira connected. Will Vortex IQ duplicate findings into both?** No. Each finding is routed to one tool based on the connector setup's outbound priority. Default for ecommerce-native merchants is **Gorgias** (operations / customer-experience finding). Override in **Settings → Connectors → Routing** if your engineering team owns audit findings and you want them in Jira instead. **Is Gorgias the right tool for managing Vortex IQ findings?** Gorgias shines when the merchant's audit findings have a customer-impact framing (refund-driving, conversion-killing, retention-hurting). The customer panel and Shopify integration make the cost of each finding visible in the same view as the work to fix it. If your team treats audit findings as **engineering tickets** with cycle times measured in sprints, Jira or Linear is a better fit. If your team treats them as **operations workflows** with daily triage, Gorgias is the right home. **Today's count looks volatile. Why?** At low volumes (\<10 open) a single close or new finding moves the count by 10%+ which can register as noise. The 30-day average and 7-day rolling are the steadier reads for trend. The headline number is the live count. **Why is the alert threshold 20 and not 30 or 50?** 20 reflects Gorgias's typical inbox-size profile. Most Gorgias merchants run 50 to 200 daily total tickets, so a Vortex IQ count of 20 means roughly 10 to 30% of the inbox is findings, which is the threshold above which the team perceives the audit programme as noise. Tunable per organization in connector settings; engineering-led teams using Jira-or-Linear as their primary use a higher threshold (50+) because Gorgias is auxiliary. *** ### Tracked live in Vortex IQ Nerve Centre *VortexIQ Findings Open* is one of hundreds of KPI pulses Vortex IQ tracks across Gorgias 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.