> ## 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.

# Help Scout audit profile, Vortex IQ

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

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

Help Scout conversation state means little to a merchant unless it's joined to the audit findings VortexIQ filed and to the revenue those fixes protect. This audit answers: (1) is the OAuth token still good and the mailboxes 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 Help Scout actually getting resolved, or quietly dying in the queue (abandoned >14d, resolution rate \<50%)?

## What this audit checks

### Authentication & access

* OAuth token valid (auth on /v2/users/me) and not expired/revoked
* client\_credentials grant still issues a token (App ID/Secret current)
* Connector app has Conversations + Reports read scope
* All expected mailboxes readable (multi-mailbox aggregation complete)

### Backlog health

* Open conversation count vs 30-day baseline (sudden growth = drowning signal)
* Blocked / waiting-tagged pending conversation count + change WoW
* Oldest open conversation age (>90 days = backlog rot)
* Backlog-by-priority skew (Highest+High priority tags >50% of open = firefighting)
* Backlog-by-status distribution (active/pending/closed/spam mix)

### Throughput & capacity

* Conversations resolved (7d) dropped >25% vs prior week
* Avg cycle time degradation >25% week-over-week
* Assignees with >10 open conversations (overload signal)
* Unassigned conversations > 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 conversations, no status change >14d
* Finding resolution rate over rolling 90d (target >75%, alert \<50%)
* Avg time-to-fix for resolved findings (>14d sustained)
* Findings closed without a deploy/evidence note (silent dismissals)
* Regression rate - findings reopened after closed

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

* Critical findings from sibling connectors (shopify/bigcommerce/adobe/cybersource) older than 7 days with NO Help Scout conversation - coverage gap
* Abandoned findings count rising while a commerce sibling's refund\_rate climbs - measured-but-not-fixed revenue leak
* High-LTV customers (top decile per commerce sibling) waiting on unresolved vortex\_iq conversations
* Help Scout conversations referencing decommissioned / archived integrations - stale work

## 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://api.helpscout.net/v2/users/me` - Token + account/region sanity
* `GET https://api.helpscout.net/v2/mailboxes` - Mailbox inventory for multi-mailbox aggregation
* `GET https://api.helpscout.net/v2/users` - Agent inventory + capacity calc (assignee load)
* `GET https://api.helpscout.net/v2/tags` - Tag taxonomy (priority/blocked/topic clustering)
* `GET https://api.helpscout.net/v2/conversations` - Backlog reads: status/tag counts, oldest-open, by-assignee, abandoned-findings, blocked
* `GET https://api.helpscout.net/v2/reports/conversations` - Throughput / volume / closed aggregates (resolved-7d, trend, velocity)
* `GET https://api.helpscout.net/v2/reports/productivity` - Resolution time, replies, handled (cycle/lead time)
* `GET https://api.helpscout.net/v2/reports/company` - Resolved counts over windows (finding resolution-rate numerator/denominator, time-to-fix)