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Card class: Hero • Category: Project Management
Tickets we created from audit findings that haven’t been resolved yet.

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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) tagged vortexiq-finding whose status is anything except Resolved.
What it countsTickets in your LiveAgent helpdesk tagged vortexiq-finding whose status is in (New, Open, Answered, Postponed). Each finding is one ticket; bulk fixes that close many findings at once still close one ticket each.
Helpdesk-shaped, not chat-shapedLiveAgent uniquely supports tickets, chat conversations, and phone calls in one inbox. Findings are written as Tickets (not chats or calls) because they need an audit trail, ownership, and asynchronous follow-up. The chat and call queues are excluded.
Departments scopeAll LiveAgent departments connected to the workspace. Multi-brand merchants who isolate by department will see findings aggregated across every department unless filtered by department_id.
Status definitionResolved is the only state we treat as closed. New, Open, Answered, and Postponed all count as open. LiveAgent’s Postponed (the merchant has explicitly deferred work) is not actioned, so we count it.
Telephony angleLiveAgent’s built-in VoIP and call-back features are unique among live-chat tools. Findings can optionally be configured to escalate to a call-back ticket if not actioned within an SLA window; that escalation does not move the finding to closed, it merely changes its priority. The card count is unaffected.
SLA-awareEach LiveAgent ticket inherits the department’s SLA policy. Findings created via Vortex IQ are tagged with a default 48-hour first-response SLA; SLA breaches do not move the ticket to resolved, but they do trigger the SLA Breaches sibling.
Time windowRT, refreshed every 60 seconds via the LiveAgent List Tickets endpoint (GET /tickets?_filters[tags]=vortexiq-finding).
Alert trigger>20 open, the threshold above which the backlog stops being a working list and becomes a graveyard.
Rolesowner, operations

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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.

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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 by tag = vortexiq-finding:
TicketDepartmentStatusPriorityTagBody summary
#LV-15021EngineeringOpenNormalvortexiq-findingAdobe Commerce checkout step 4 throws 500 on AmEx
#LV-15022EngineeringAnsweredNormalvortexiq-findingKlaviyo abandoned-cart firing 4h late
#LV-15023OperationsNewHighvortexiq-finding47 SKUs missing manufacturer_part_number
#LV-15024EngineeringPostponedLowvortexiq-findingTikTok Pixel duplicating PageView events
#LV-15025EngineeringOpenHighvortexiq-findingMagento full-page-cache miss on collection pages
#LV-15026MarketingAnsweredNormalvortexiq-findingGA4 enhanced-ecom missing item_brand
#LV-15027EngineeringOpenCriticalvortexiq-findingStripe Radar blocking 12% of B2B card payments
#LV-15028 to #LV-15036mixedmixedmixedvortexiq-findingNine smaller findings, five Open / three Answered / one Postponed
Open findings = COUNT(status IN ('New', 'Open', 'Answered', 'Postponed')
                      AND tag = 'vortexiq-finding'
                      AND ticket_class = 'ticket')
              = 16 (the seven listed individually + the nine in the LV-15028..LV-15036 batch)
The card displays 16. Below the alert threshold of 20 but trending close. Two patterns the owner notices on click-through:
  1. 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.
  2. 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.
Recommended action: route critical-priority 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.

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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:
CardWhy pair it with Open FindingsWhat the combination tells you
VortexIQ Findings In ProgressThe Open and Answered subset that is actively being worked.Open = 16, In Progress = 13, healthy. Open = 16, In Progress = 4, queue is parked.
VortexIQ Findings ResolvedThe 90-day outflow.Required to read whether the open count is shrinking, steady, or growing.
Abandoned Findings (>14d no movement)The aged-out subset, including all Postponed tickets older than 14d.High abandoned + many Postponed = team uses Postpone instead of triaging properly.
Blocked TicketsLiveAgent SLA-breach proxy.A finding in Blocked = critical-priority finding past first-response SLA. The most urgent subset.
Backlog by PrioritySeverity distribution.High Open + most are Low priority = noise; team can defer. High Open + 30%+ are Critical = revenue at risk.
Avg Cycle Time (days)Speed of closure.Open trending up + cycle time stable = inflow problem. Open up + cycle time also up = capacity problem.
Tickets by AssigneeWorkload distribution.One agent holding 50% of open findings = single point of failure; redistribute.
Adobe Commerce Total Revenue (or Shopify / BC equivalent)Dollarised peer.High Open >20 has measurable revenue dip within 30 days. The cost-of-inaction signal.

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Reconciling against the vendor’s own dashboard

Where to look in LiveAgent’s own dashboard:
LiveAgent Agent Panel → Tickets → Filters → Tags includes vortexiq-finding → Status excludes Resolved The ticket count at the bottom of the filtered list should match this card.
For programmatic verification, LiveAgent’s 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:
ReasonDirectionWhy
Sync lagOurs lower for the most recent 60 secondsWe poll the List Tickets endpoint every minute. Tickets created in the last 30 seconds may not be in our cache.
Department filterEitherLiveAgent UI defaults to the agent’s home department. The card aggregates all departments. A merchant with isolated departments will see the card running higher than what one agent sees.
Postponed treatmentOurs higherSome merchants treat Postponed as “done” mentally; LiveAgent’s UI counts it under “Open” but in dashboard summaries sometimes excludes it. We always count it.
Class filterNegligibleWe exclude Chat and Call ticket-classes; in normal use, findings only come in as Ticket class so this rarely changes the count.
Time zoneBoundary days offLiveAgent uses agent timezone for created/modified timestamps. We use UTC for “RT”. Sub-minute precision is unaffected.
Soft-deleted ticketsEitherLiveAgent allows recoverable deletion (Trash). Tickets in Trash do not appear in our count or in the standard agent view. Restored from Trash, they reappear.
Cross-connector reconciliation:
CardExpected relationshipWhat causes the divergence
crisp.cri_vortexiq_findings_open / livechat.liv_vortexiq_findings_open / tidio.tid_vortexiq_findings_openDefinitional twins on other live-chat tools.Findings are written to whichever tool is set as the primary operations inbox in Vortex IQ → Settings → Connectors. Twin cards on the non-primary tool will sit at zero.
zendesk.zen_vortexiq_findings_open / freshdesk.fd_vortexiq_findings_openHelpdesk peers. LiveAgent is helpdesk-shaped, so its open count is closer to Zendesk/Freshdesk than to Crisp/Tidio.Same merchant on Zendesk vs LiveAgent should see similar magnitudes for similar volumes; differences indicate routing-rule asymmetry.
adobe_commerce.total_revenue / shopify.total_revenue / bigcommerce.total_revenueInverse correlation expected at high counts.Open >20 with critical-priority findings has shown 1-3% revenue dip within 30 days.

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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: if tag = 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.

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Tracked live in Vortex IQ Nerve Centre

VortexIQ Findings Open is one of hundreds of KPI pulses Vortex IQ tracks across LiveAgent 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 or book a demo to see this metric running on your own data.