> ## 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. # VortexIQ Findings Open, LiveAgent > Tickets we created from audit findings that haven't been resolved yet. How to read it, why it matters, and how to act on it. **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Project Management](/nerve-centre/connectors#connectors-by-type) > 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) tagged `vortexiq-finding` whose status is anything except `Resolved`. | | | | ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | Tickets 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-shaped** | LiveAgent 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 scope** | All 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 definition** | `Resolved` 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 angle** | LiveAgent'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-aware** | Each 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](/nerve-centre/kpi-cards/liveagent/blocked-tickets) sibling. | | **Time window** | `RT`, refreshed every 60 seconds via the LiveAgent [List Tickets endpoint](https://app.liveagent.com/api/v3/docs/methods/tickets/) (`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. | | **Roles** | owner, operations | ## 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 by `tag = vortexiq-finding`: | Ticket | Department | Status | Priority | Tag | Body summary | | ---------------------- | ----------- | --------- | -------- | ------------------ | ----------------------------------------------------------------- | | #LV-15021 | Engineering | Open | Normal | `vortexiq-finding` | Adobe Commerce checkout step 4 throws 500 on AmEx | | #LV-15022 | Engineering | Answered | Normal | `vortexiq-finding` | Klaviyo abandoned-cart firing 4h late | | #LV-15023 | Operations | New | High | `vortexiq-finding` | 47 SKUs missing `manufacturer_part_number` | | #LV-15024 | Engineering | Postponed | Low | `vortexiq-finding` | TikTok Pixel duplicating PageView events | | #LV-15025 | Engineering | Open | High | `vortexiq-finding` | Magento full-page-cache miss on collection pages | | #LV-15026 | Marketing | Answered | Normal | `vortexiq-finding` | GA4 enhanced-ecom missing `item_brand` | | #LV-15027 | Engineering | Open | Critical | `vortexiq-finding` | Stripe Radar blocking 12% of B2B card payments | | #LV-15028 to #LV-15036 | mixed | mixed | mixed | `vortexiq-finding` | Nine smaller findings, five Open / three Answered / one Postponed | ```text theme={null} 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](/nerve-centre/kpi-cards/liveagent/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](/nerve-centre/kpi-cards/liveagent/abandoned-findings). Recommended action: route critical-priority `vortexiq-finding` tickets directly to a senior engineer using LiveAgent's [Automation Rules](https://www.liveagent.com/features/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: | Card | Why pair it with Open Findings | What the combination tells you | | ----------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | | [VortexIQ Findings In Progress](/nerve-centre/kpi-cards/liveagent/vortexiq-findings-in-progress) | The `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 Resolved](/nerve-centre/kpi-cards/liveagent/vortexiq-findings-resolved) | The 90-day outflow. | Required to read whether the open count is shrinking, steady, or growing. | | [Abandoned Findings (>14d no movement)](/nerve-centre/kpi-cards/liveagent/abandoned-findings) | The aged-out subset, including all `Postponed` tickets older than 14d. | High abandoned + many Postponed = team uses Postpone instead of triaging properly. | | [Blocked Tickets](/nerve-centre/kpi-cards/liveagent/blocked-tickets) | LiveAgent SLA-breach proxy. | A finding in Blocked = critical-priority finding past first-response SLA. The most urgent subset. | | [Backlog by Priority](/nerve-centre/kpi-cards/liveagent/backlog-by-priority) | Severity distribution. | High Open + most are Low priority = noise; team can defer. High Open + 30%+ are Critical = revenue at risk. | | [Avg Cycle Time (days)](/nerve-centre/kpi-cards/liveagent/avg-cycle-time) | Speed of closure. | Open trending up + cycle time stable = inflow problem. Open up + cycle time also up = capacity problem. | | [Tickets by Assignee](/nerve-centre/kpi-cards/liveagent/tickets-by-assignee) | Workload distribution. | One agent holding 50% of open findings = single point of failure; redistribute. | | [Adobe Commerce Total Revenue](/nerve-centre/kpi-cards/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. | ## Reconciling against the vendor's own dashboard **Where to look in LiveAgent's own dashboard:** > **[LiveAgent Agent Panel](https://app.liveagent.com) → 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:** | Reason | Direction | Why | | ------------------------ | ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Sync lag** | Ours lower for the most recent 60 seconds | We poll the [List Tickets endpoint](https://app.liveagent.com/api/v3/docs/methods/tickets/) every minute. Tickets created in the last 30 seconds may not be in our cache. | | **Department filter** | Either | LiveAgent 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 treatment** | Ours higher | Some 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 filter** | Negligible | We exclude `Chat` and `Call` ticket-classes; in normal use, findings only come in as `Ticket` class so this rarely changes the count. | | **Time zone** | Boundary days off | LiveAgent uses agent timezone for created/modified timestamps. We use UTC for "RT". Sub-minute precision is unaffected. | | **Soft-deleted tickets** | Either | LiveAgent 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:** | Card | Expected relationship | What causes the divergence | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [`crisp.cri_vortexiq_findings_open`](/nerve-centre/kpi-cards/crisp/vortexiq-findings-open) / [`livechat.liv_vortexiq_findings_open`](/nerve-centre/kpi-cards/livechat/vortexiq-findings-open) / [`tidio.tid_vortexiq_findings_open`](/nerve-centre/kpi-cards/tidio/vortexiq-findings-open) | Definitional 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`](/nerve-centre/kpi-cards/zendesk/vortexiq-findings-open) / [`freshdesk.fd_vortexiq_findings_open`](/nerve-centre/freshdesk/fd_vortexiq_findings_open) | Helpdesk 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`](/nerve-centre/kpi-cards/adobe-commerce/total-revenue) / [`shopify.total_revenue`](/nerve-centre/kpi-cards/shopify/total-revenue) / [`bigcommerce.total_revenue`](/nerve-centre/kpi-cards/bigcommerce/total-revenue) | Inverse correlation expected at high counts. | Open >20 with critical-priority findings has shown 1-3% revenue dip within 30 days. |
Documentation cross-reference (for agencies running multiple chat / helpdesk tools) The "VortexIQ Findings Open" metric exists on every chat / helpdesk connector with the same definition. This is **not** a reconciliation, your LiveAgent workspace does not have a parallel Crisp or Zendesk inbox to compare against. These references exist purely so an agency running clients on multiple platforms can cross-link the same metric across docs. * [`crisp.cri_vortexiq_findings_open`](/nerve-centre/kpi-cards/crisp/vortexiq-findings-open) * [`livechat.liv_vortexiq_findings_open`](/nerve-centre/kpi-cards/livechat/vortexiq-findings-open) * [`tidio.tid_vortexiq_findings_open`](/nerve-centre/kpi-cards/tidio/vortexiq-findings-open) * [`zendesk.zen_vortexiq_findings_open`](/nerve-centre/kpi-cards/zendesk/vortexiq-findings-open)
## 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](https://www.liveagent.com/features/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](/nerve-centre/kpi-cards/liveagent/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](/nerve-centre/kpi-cards/liveagent/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](/nerve-centre/kpi-cards/liveagent/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](/nerve-centre/kpi-cards/liveagent/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. *** ### 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](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.