> ## 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. # Open Tickets, Intercom > Live count of open Intercom Tickets, with overdue flagging — gated to workspaces that use the Tickets feature. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Conversation Intelligence](/nerve-centre/connectors#connectors-by-type) > 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. | | | | --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **What it counts** | Tickets in an open (not resolved/closed) ticket state right now, from the Intercom `tickets` endpoint. Overdue tickets — those past their due date — are flagged within the count. | | **Sample type** | Native Intercom Tickets data (`tickets/search` for open states), read in real time. | | **Why it matters** | Tickets are the work that does not resolve in a chat — refund processing, supplier follow-ups, escalated bugs. Left untracked they slip, and a slipped ticket is a customer promise broken. The overdue flag turns the count into an action list: any overdue ticket is a commitment already missed. | | **Reading the value** | Read the total and the overdue subset. A stable open count with zero overdue is a healthy back office. The signal that matters is overdue greater than zero — that is the configured alert and means at least one tracked commitment has slipped its due date. A rising open count without overdue may simply reflect more work in flight. | | **Currency** | number | | **Time window** | `RT` | | **Alert trigger** | `>0 overdue` | | **Sentiment key** | `null` | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Intercom data — when Tickets are in use. Vortex IQ calls `tickets/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 | Card | Why merchants reach for it | | ----------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | | [`ic_open_conversations`](/nerve-centre/kpi-cards/intercom/open-conversations) | The conversation backlog that runs in parallel to the ticket backlog. | | [`ic_backlog_trend`](/nerve-centre/kpi-cards/intercom/open-backlog-trend) | Shows whether conversation work and ticket work are rising together. | | [`ic_alert_oldest_open`](/nerve-centre/kpi-cards/intercom/oldest-open-conversation) | The aging counterpart for conversations; overdue tickets are its ticket equivalent. | | [`ic_alert_sla_breach`](/nerve-centre/kpi-cards/intercom/sla-breaches-live) | Live SLA breaches on conversations — read alongside overdue tickets for the full missed-commitment picture. | | [`ic_top_tags`](/nerve-centre/kpi-cards/intercom/top-topics-tags) | Reveals which topics generate the most ticketed (escalated) work. | ## 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:** | Reason | Direction | What to do | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------- | ------------------------------------------------------------------ | | **Ticket-state mapping.** Workspaces define custom ticket states; Vortex IQ maps your "not resolved" states to "open". A custom in-between state may be classified differently. | Variable | Confirm which of your ticket states count as open. | | **Overdue definition.** Overdue uses each ticket's due date; tickets without a due date are open but never overdue. | Neutral | Ensure due dates are set if you expect overdue flagging. | | **Feature gating.** If `tickets/search` returns nothing, the card is hidden — not zero. | N/A | Enable Tickets and create at least one ticket to surface the card. | **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 by `tickets/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. *** ### Tracked live in Vortex IQ Nerve Centre *Open Tickets* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom 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. 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