> ## 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, Linear > Open Tickets for Linear stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Project Management](/nerve-centre/connectors#connectors-by-type) ## At a glance > **Open Tickets** is a backlog health metric tracked from Linear data. It surfaces operational signal at the backlog health layer so merchants can spot regressions, opportunities, and structural patterns in their store performance. The card pairs with sibling metrics in the Backlog Health category to build a complete diagnostic picture; cross-reference the related cards listed below for context. | | | | --------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | Open Tickets as exposed by the Linear integration. The metric is computed from the latest available data and refreshed on the standard data refresh. | | **Sample type** | Backend API data from Linear, refreshed on the standard data refresh. | | **Why it matters** | The metric appears in the Backlog Health category and complements the sibling cards listed below. Track movement over time to identify regressions or opportunities. | | **Reading the value** | Compare the current period to the prior period to identify direction. Cross-reference siblings for the full diagnostic picture. | | **Currency** | number | | **Time window** | `RT` | | **Alert trigger** | `>2Ã- 30D avg` | | **Sentiment key** | `lin_open_tickets` | | **Roles** | owner, operations, developer | ## Calculation Calculated automatically from your Linear 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 representative reading of **Open Tickets** for a typical merchant on Linear.* The card reports the current period value alongside a comparison against the previous period. Direction matters: rising values may be healthy or concerning depending on the underlying metric. Cross-reference the siblings below to triangulate cause when the value moves outside expected range. For deeper investigation, use Vortex Mind to trace upstream causes; for natural-language exploration, ask Ask Viq. ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | ------------------------------------------------------------------------------- | -------------------------------------------- | | [`lin_backlog_by_priority`](/nerve-centre/kpi-cards/linear/backlog-by-priority) | Backlog Health sibling: Backlog by Priority. | | [`lin_backlog_by_status`](/nerve-centre/kpi-cards/linear/backlog-by-status) | Backlog Health sibling: Backlog by Status. | | [`lin_blocked_tickets`](/nerve-centre/kpi-cards/linear/blocked-tickets) | Backlog Health sibling: Blocked Tickets. | | [`lin_in_progress_tickets`](/nerve-centre/kpi-cards/linear/in-progress) | Backlog Health sibling: In Progress. | | [`lin_assignee_load`](/nerve-centre/kpi-cards/linear/tickets-by-assignee) | Team Capacity sibling: Tickets by Assignee. | ## Reconciling against the vendor's own dashboard **Where to look in Linear's own dashboard:** The Linear dashboard surfaces this metric (or its components) under the relevant report section. Confirm period boundaries and filter settings match the Vortex IQ profile to reconcile cleanly. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ---------------------------------------------------------------------------------------------------------- | --------- | ------------------------ | | **Period boundary.** Vortex IQ uses 30-day rolling by default; vendor dashboards may use calendar periods. | Variable | Match the period range. | | **Time zone.** Vendor uses account time zone; Vortex IQ aligns to merchant reporting time zone. | Marginal | Confirm time zone match. | | **Filter scope.** Profile-level filters (channel, B2B, test orders) may narrow the Vortex IQ view. | Variable | Match filter settings. | **Cross-connector reconciliation:** complement with sibling cards in the same category for the full diagnostic picture. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Open Tickets update?** The card refreshes on the standard data refresh (typically every 30-60 minutes for live integrations). For real-time signals, force a manual refresh from the dashboard. **Q: Why does my Linear dashboard show a different number?** The most common reasons are period-boundary differences (Vortex IQ uses 30-day rolling vs vendor's calendar months), time-zone alignment, and filter scope (profile-level vs vendor's all-account view). Match these settings before assuming a real divergence. **Q: How does Open Tickets relate to other backlog health metrics?** Track this card alongside the siblings listed above to build a complete picture. Single-metric reads can mislead; the diagnostic value is in the cross-reference. **Q: Can I customise the alert threshold?** Yes, alert thresholds are configurable per profile in the Alert Rules tab. Adjust to match your business baseline rather than relying on the generic default. *** ### Tracked live in Vortex IQ Nerve Centre *Open Tickets* is one of hundreds of KPI pulses Vortex IQ tracks across Linear 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.