Findings sat in the backlog with no status change for two weeks, these are the ones losing money silently.
At a glance
Of all the open Vortex IQ findings sitting in your LiveAgent helpdesk, this card counts only the ones that have had no agent action (reply, status change, tag edit, assignee change, priority change) in 14 days. LiveAgent’s helpdesk shape gives findings a longer healthy ageing tail than a chat tool, but past 14 days the resolution probability collapses; these are findings quietly costing the merchant money while everyone assumes they are “in the queue”.
Calculation
Calculated automatically from your LiveAgent 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 35-person UK B2B parts distributor on Adobe Commerce uses LiveAgent (Large plan, 8 agents) for combined helpdesk plus VoIP support. Snapshot taken on 28 Apr 26 at 11:30 GMT. Today minus 14 days = 14 Apr 26. Anything withdate_changed before that is abandoned.
The team has 22 open vortexiq-finding tickets. Filtering for date_changed < 14 Apr 26:
- #LV-14988 is critical-priority Stripe-Radar finding routed to the Engineering department. Engineering has been on a platform-replatform sprint and has not opened the helpdesk in 6 weeks. Routing problem.
- #LV-14990 is a TikTok Pixel finding postponed 16 days ago for “next-quarter triage”. Postpone-and-forget: classic.
- #LV-14992 is a tag-only edit (someone added
low-prioritytag) without further work. Process leakage.
tag = vortexiq-finding and date_changed > 7 days”, action: escalate to owner. Catches the next abandonment before crossing 14 days. Pair with Unassigned Tickets and Overloaded Assignees for the structural read.
Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in LiveAgent’s own dashboard:LiveAgent Agent Panel → Tickets → Filter: Tags =For programmatic verification:vortexiq-finding, Status excludesResolved, Sort by: Last changed (oldest first) Tickets at the top of the sorted list are your abandoned candidates. Eyeballdate_changed; anything older than 14 days from today matches our count.
GET /api/v3/tickets?_filters[tags]=vortexiq-finding&_filters[status]=N,O,A,P&_sortDir=ASC&_sortField=date_changed. Compare the returned date_changed field to your local NOW - 14 days.
Why our number may legitimately differ from a manual LiveAgent count:
Cross-connector reconciliation:
Known limitations / merchant FAQs
My Time Rules update tickets automatically. Are they hiding abandoned findings? Possibly. LiveAgent’s Time Rules can fire on a schedule (e.g., “every 24h, if no reply, escalate priority”). Each fire bumpsdate_changed, which resets our 14-day timer. If you have a Time Rule firing every 7 days on vortexiq-finding, no ticket will ever cross 14 days from our perspective, the metric becomes silent. Two fixes: (1) configure the rule to NOT update date_changed (Settings → Automation → “exclude from activity tracking”), or (2) accept that LiveAgent’s automation is genuinely keeping the ticket warm and let the metric show 0.
Why is “Postponed” counted toward abandonment?
Postpone is a deferral, not a resolution. The merchant has consciously parked the work. If the work stays parked for 14+ days without any further action, it has effectively been forgotten. We catch it. If the deferral is legitimate (“waiting for next-quarter platform work”), resolve the ticket with a “won’t-fix” note instead, that drops it from the count and feeds Finding Resolution Rate.
A ticket is “abandoned” but my engineer has been working on it offline.
This is the most common reason a finding shows abandoned when work is happening. LiveAgent only knows about activity that touches the ticket. If your team works in GitHub or Linear, paste a status comment into the LiveAgent ticket once a week, two clicks, the ticket stops aging. We recommend a weekly Friday “ping all open findings” routine for engineering-heavy merchants. Or use LiveAgent’s GitHub integration to mirror commit messages back to the ticket automatically.
One of my abandoned findings is from 90 days ago. Will it ever leave this count?
Only when it changes status to Resolved, gets touched (any agent action), or is deleted. There is no upper age cap; a finding silent for 365 days is still counted. This is intentional, the whole point is to surface forgotten work.
My team uses LiveAgent SLAs. Why isn’t this card just “SLA breached”?
Two reasons. (1) SLA breach is binary at the SLA boundary; abandonment is a sustained-silence signal. A ticket can be SLA-breached and actively being worked (slow but moving), or abandoned and still SLA-compliant (relaxed SLA but no work). (2) Many SMB merchants on LiveAgent free or low tiers do not configure SLAs at all, in which case the SLA card shows zero and the abandonment card is the only signal of stuck work. The two cards complement, they don’t substitute.
Can I exclude tickets a specific agent owns from this count?
Not directly. The card aggregates the workspace. If an agent’s tickets are routinely abandoned, the underlying issue is that agent’s load or context, the metric is doing its job by surfacing the pattern. Use Tickets by Assignee to see whose load is the source.
The count went from 8 to 0 overnight. What happened?
Three usual causes. (1) An automation rule auto-resolved a batch (check Settings → Audit log → recent automation actions). (2) Someone bulk-edited tags, removing vortexiq-finding, dropping them from scope without resolving. (3) An admin imported or replayed activity events on the abandoned tickets, e.g., a bulk priority bump, which resets date_changed for all of them at once. Pair with Finding Resolution Rate, if rate did not jump correspondingly, the drop is artificial.
My LiveAgent free plan only allows one agent. Will the card still work?
Yes, but a one-agent helpdesk is unlikely to need this card; abandoned will sit at 0 or 1 because one agent inevitably touches every ticket weekly. The card adds value above ~3 agents where work can route through cracks. Free-tier merchants typically use Crisp or Tidio for chat-style work and LiveAgent only for telephony.
Can the abandonment timer be different per priority?
Not on this card. The 14-day rule is uniform. A separate “Critical-priority abandoned >3d” card is on the roadmap for merchants with high-volume audit pipelines. For now, set up an Automation Rule to escalate Critical findings after 3 days; that escalation bumps date_changed, which has the side-effect of removing them from this count, but it does the right thing operationally.
Is “abandoned” the same as LiveAgent’s built-in “Stale tickets” report?
No. LiveAgent’s Stale Tickets feature flags by absolute age (default 30 days), not by activity gap. A 30-day-old ticket with daily activity counts as Stale in LiveAgent’s report but is NOT abandoned in our metric. We are stricter and more useful.
Does the card distinguish between abandoned-by-agent vs abandoned-by-customer-waiting-on-info?
No, and intentionally. From the merchant’s perspective, a finding waiting on customer information for 30 days is just as costly as one waiting on engineering for 30 days, the underlying issue is unfixed either way. If you want to separately track “waiting on customer”, use a custom status (LiveAgent supports custom statuses on enterprise tier) and exclude that status from this card via the dashboard filter.