Tickets we created from audit findings that haven’t been resolved yet.
At a glance
The count of LiveAgent tickets Vortex IQ opened from a Nerve Centre audit finding (broken checkout, slow PDP, payment-form regression, etc.) that the merchant’s team has not yet resolved. LiveAgent is the unique helpdesk-plus-chat-plus-telephony hybrid from Quality Unit, so “open finding” here means a Ticket (not Chat or Call) taggedvortexiq-findingwhose status is anything exceptResolved.
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 customer support across email, chat, and a 4-line VoIP phone queue. Snapshot taken on 28 Apr 26 at 11:30 GMT. The tickets dashboard shows 247 open tickets total. Filtering bytag = vortexiq-finding:
- Critical-priority #LV-15027 (Stripe Radar) has been Open for 6 days without a status change. This is a revenue-impact ticket; the SLA breach is feeding Blocked Tickets which has just turned amber.
- Postponed #LV-15024 (TikTok Pixel) has sat for 14 days. Vortex IQ counts Postponed as open by design, the merchant deferred but did not resolve. Track via Abandoned Findings.
vortexiq-finding tickets directly to a senior engineer using LiveAgent’s Automation Rules, bypassing the round-robin. Critical findings are a small fraction of volume but a large fraction of revenue impact.
Sibling cards merchants should reference together
Open Findings on LiveAgent reads alongside the helpdesk-shaped peers (SLA, priority, departments) more than the chat-shaped peers. Pair these:Reconciling against the vendor’s own dashboard
Where to look in LiveAgent’s own dashboard:LiveAgent Agent Panel → Tickets → Filters → Tags includesFor programmatic verification, LiveAgent’svortexiq-finding→ Status excludesResolvedThe ticket count at the bottom of the filtered list should match this card.
GET /api/v3/tickets?_filters[tags]=vortexiq-finding&_filters[status]=N,O,A,P returns the same set (status codes: N=New, O=Open, A=Answered, P=Postponed).
Why our number may legitimately differ from LiveAgent’s:
Cross-connector reconciliation:
Known limitations / merchant FAQs
Why does Vortex IQ create LiveAgent tickets and not chat conversations or call-back jobs? LiveAgent’s Ticket class is the only class with proper SLA tracking, status workflow, and audit history. Chats are ephemeral; calls are point-in-time. Tickets persist, can be reassigned, support attachments, and feed LiveAgent’s Reports module. Findings are async work, helpdesk-tickets are the right shape. Can I route critical findings to the phone queue automatically? Yes, via LiveAgent Automation Rules. Create a rule: iftag = vortexiq-finding AND priority = Critical, create a related call-back job assigned to on-call engineer. The original ticket stays as the source-of-truth; the call-back is a notification mechanism. Useful for revenue-impact findings out of hours.
My team uses LiveAgent’s Postpone feature to defer non-urgent findings. Why are they still counted as open?
Because Postponed is not Resolved. The merchant has explicitly chosen to defer, but the underlying issue is unfixed. We count Postponed as open by design, otherwise the rate could be gamed by Postpone-then-forget patterns. If a finding is genuinely “won’t fix”, resolve it with a “won’t-fix” note in the resolution comment; that drops it from the count and feeds the learnings back into Finding Resolution Rate.
LiveAgent has Departments. Can I see findings per department?
Yes, via the dashboard department_id filter (set in Settings → Filters on the card). The default view aggregates all connected departments, but agency users running multi-brand clients should set per-department filters so each owner sees only their findings.
LiveAgent is unique among chat tools in having built-in telephony. Does VoIP volume affect this card?
No. VoIP calls are stored as Call class, which we exclude. Findings are always Ticket class. The two queues are independent in LiveAgent’s data model and on the card.
My SLA policy says first-response within 4 hours. Does breaching SLA close the finding automatically?
No. SLA breaches change the ticket’s sla_status field but do not change status. The finding stays open until an agent resolves it. SLA breaches feed Blocked Tickets which is the urgency-overlay card, but the underlying open count is unaffected.
My team uses LiveAgent’s chatbot to deflect chat conversations. Does that affect findings?
No, the chatbot operates only on the Chat queue. Findings are in the Ticket queue and are never bot-deflected. If you want bot-style auto-routing on findings, configure Automation Rules instead (Settings → Automation → Rules → “if tag is vortexiq-finding then assign to…”). That’s deterministic routing, not deflection.
Can I use LiveAgent’s Knowledge Base to auto-suggest fixes for common findings?
Yes, partially. LiveAgent’s Suggestions feature surfaces relevant KB articles to agents working a ticket. We populate the finding ticket body with a link to the corresponding Vortex Mind investigation page; if your agent installs that as a KB article, the suggestion engine picks it up for similar future findings. We do not auto-publish to your KB (privacy), but we do provide the source markdown in the ticket so the merchant can do so manually.
Multiple departments share the same LiveAgent account. Will findings get cross-routed?
Findings are routed to whichever department your owner selected during onboarding (Settings → Connectors → LiveAgent → Default findings department). Without explicit configuration, they go to the workspace’s first department alphabetically, which is rarely what you want. Set the default department deliberately.
I have free tier LiveAgent (free plan, max 1 agent). Will this still work?
Yes, but practically the free tier is too small to absorb a meaningful audit pipeline. The card will run accurately; the merchant will see the count cross 20 within days. Recommended action: upgrade to Ticket tier ($9/agent/month at time of writing) or use Crisp Free for this purpose.
The count just halved overnight. What happened?
Three usual causes. (1) An automation rule auto-resolved a batch of findings (check Settings → Audit log). (2) Someone bulk-edited tags (removing vortexiq-finding), which drops them from the count without resolving. (3) A department was disconnected from the workspace, which removes its tickets from our scope. Pair with Finding Resolution Rate, if rate did not jump correspondingly, the drop is artificial.
Is “Tickets we created from audit findings” the same as the broader Open Tickets card?
No. Open Tickets is every unresolved ticket in your helpdesk: customer support, sales enquiries, returns, plus our findings. This card is the subset tagged vortexiq-finding. On a busy distributor, total Open Tickets often runs 200-500 while VortexIQ Findings Open sits in the 5-20 range. The ratio tells you how much of operations is reactive vs proactive.