Open Intercom Tickets right now, with overdue ones flagged. Only shown when your workspace actually uses Tickets.
At a glance
Open Tickets is a Conversation Intelligence metric tracked from Intercom data. It is a live count of Intercom Tickets — the structured, trackable work items (back-office tasks, bug escalations, longer-running requests) that sit alongside conversations — that are currently open. For the support lead at Blitz it is the back-office backlog: the work that is not a quick reply but a tracked task with a state and often a due date. This card is gated: it only appears when the workspace has the Tickets feature enabled and tickets/search returns results. On accounts that do not use Tickets, the card stays hidden rather than showing a misleading zero.
Calculation
Calculated automatically from your Intercom data — when Tickets are in use. Vortex IQ callstickets/search in real time for tickets in an open state and counts them, then flags the subset whose due date has passed as overdue. Because Tickets are a distinct Intercom object from conversations, this count is independent of Open Conversations and Open Backlog Trend — a single customer issue can produce both a conversation and a linked ticket. The card is gated by only_when: Intercom Tickets feature enabled (tickets/search returns >0): if the feature is off or returns nothing, Vortex IQ suppresses the card instead of rendering zero. See the worked example below for a typical reading.
Worked example
A representative reading of Open Tickets for Blitz on Intercom. Blitz uses Tickets for anything that leaves the chat — warranty claims sent to the manufacturer, custom-kit orders, escalated app bugs. The card reads 14 open, 0 overdue: healthy. After a busy week it reads 22 open, 3 overdue — and the overdue alert fires. The support lead opens the three overdue tickets: all are warranty claims waiting on a supplier who has gone quiet. Because they are tracked tickets with due dates rather than buried chat threads, the lead can chase the supplier and set customer expectations before anyone complains. The founder uses the open-vs-overdue split to decide the back office needs a dedicated owner, not just front-line chat staff. On a sister account that has never switched Tickets on, this card simply does not appear — avoiding a confusing permanent zero. For deeper investigation, use Vortex Mind to see which ticket types go overdue most; for natural-language exploration, ask Ask Viq “which open tickets are overdue right now?”.Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: In Intercom, open the Tickets view (or the Inbox filtered to a ticket type) and filter to open states to see the live list and count; due-date columns show which are overdue. This is the direct match for this card. If your workspace has no Tickets view at all, the feature is not enabled — which is exactly why Vortex IQ gates the card. Why the Vortex IQ value may legitimately differ:
Cross-connector reconciliation: ticketed work often originates from a commerce event (a refund, a faulty item) — when ticket volume rises, cross-check the relevant commerce sibling cards. For divergence investigations, use Vortex Mind.
Known limitations / merchant FAQs
Q: How often does Open Tickets update? This is a real-time card; it reflects the live open-ticket count and overdue flags at the last refresh. Q: Why don’t I see this card at all? Because your workspace does not use Intercom Tickets. The card is gated bytickets/search returns >0 — enable the Tickets feature and create a ticket to surface it.
Q: Why does my Intercom Tickets view show a different number?
Usually custom ticket-state mapping (which states count as “open”) or a view filtered to one team or ticket type. Clear filters and confirm your state mapping.
Q: Can I customise the alert threshold?
Yes. The “more than 0 overdue” trigger is configurable per profile in the Alert Rules tab — for example, only alert above a tolerance, or weight by ticket type.