Findings sat in the backlog with no status change for two weeks, these are the ones losing money silently.
At a glance
Open Vortex IQ-tagged Tidio Helpdesk tickets that have had no team-side activity in 14+ days. The silent-leak subset of the open backlog: findings filed, never picked up, quietly compounding revenue risk while the team focuses on live chat conversations and Lyro-handled shopper queries. On Tidio-using small merchants this card is particularly important because the team is typically 2 to 6 agents whose daily rhythm prioritises live shoppers; Helpdesk tickets that are not on the live-chat path get buried.
| What it counts | Open Tidio Helpdesk tickets tagged vortex_iq whose last_activity_at (any team-side change) is older than 14 days. |
| What counts as movement | Any of: agent reply (private message or to-customer), status change, assignee change, tag change, applied automation rule. Customer reply does NOT count (the card focuses on team progress); Lyro AI auto-reply does NOT count by default. |
| Project / board scope | All tickets across all stores the connector token reads (Tidio Plus / Premium support multi-store). |
| Status filter | open only. Tidio has open, pending, solved, closed. Pending is excluded (typically “waiting on shopper”); solved and closed are terminal. |
| Issue type filter | All Vortex IQ-tagged Helpdesk tickets included. |
| Resolution counts | N/A; abandonment is about the open population only. |
| API endpoint | GET /helpdesk/tickets?tags=vortex_iq&status=open&last_activity_before=<now-14d>. The 14-day staleness clock evaluates on every webhook event and on a 5-minute scheduled refresh. |
| Time window | RT |
| Alert trigger | >5 warn, >15 critical. Smaller-team Tidio merchants may want to override warn down to >3 because their CX teams are typically 2 to 6 agents. |
| Sentiment key | Threshold-based, {warn: 5, critical: 15}. |
| Time zone | Account timezone in Settings, Account. |
| Roles | owner, operations |
Calculation
Calculated automatically from your Tidio 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 US small-DTC apparel brand on Shopify Basic running Tidio Plus with the Lyro AI agent. 4-person CX team. Single store. Snapshot taken on 02 May 26 at 12:15 ET.| Bucket | Open Vortex IQ tickets | Abandoned (>14d no movement) | Notes |
|---|---|---|---|
| Active (last 14 days) | 9 | 0 | Team is keeping up with recent findings. |
| Stale (14 to 30 days) | 4 | 4 | Older release-debt findings; deferred under live-chat pressure. |
| Long-stale (>30 days) | 2 | 2 | Returns-policy URL drift; re-flagged repeatedly but never picked up. |
| Total open | 15 | 6 | At warn (>5), below critical (>15). |
- Abandoned doubled vs 30D average. The team is keeping pace with recent findings (9 active, 0 abandoned in the last 14 days) but the older bucket is accumulating. Tidio’s small-team profile means the team prioritises live chat over Helpdesk; older Helpdesk tickets get buried.
- The 4 stale-band findings are the tractable cluster. Mostly release-debt from the previous Shopify deploy. Triage these first; on a 4-agent team, a single ops lead can clear 4 findings in a 2-hour focused session.
- The 2 long-stale (>30 days) returns-policy URL drift findings are the highest-revenue-risk subset. Returns-policy mismatches are conversion killers. These have been re-flagged repeatedly without the team ever closing them. Action: assign one ops lead today and add a sprint-planning slot to address them.
- Lyro AI is helping shopper-query throughput but not finding triage. Lyro should NOT be auto-replying to Vortex IQ findings (configure exclusion rule); but it can free up agent capacity from shopper queries, indirectly creating space for finding triage. If Lyro’s resolution rate is healthy and findings still abandoned, the team needs an explicit weekly time-box for finding triage.
- Right action: 30-minute weekly “abandoned walk”. With a 4-person team this is achievable; one person owns the abandoned filter, walks it weekly, decides solve / reassign / close per finding. We see Tidio merchants close 30 to 50% of abandoned findings on this triage as
solved(out of scope, deduplicated, no longer relevant); the remainder being correctly prioritised is the win. - Pair with
tid_open_ticketsandtid_lyro_resolution_rate. If global Helpdesk backlog is also up, the team is overloaded. If Lyro resolution rate is high (Lyro doing its job on shoppers) and findings still abandoned, the team specifically needs to time-box finding work.
Sibling cards merchants should reference together
| Card | Why pair it with Abandoned Findings | What the combination tells you |
|---|---|---|
| VortexIQ Findings Open | Abandoned is a subset of open. The ratio is the steadier read. | Abandoned ÷ Open above 35% on Tidio-typical small queues = the queue is stagnating. |
| Finding Resolution Rate (90d) | Resolution rate drops first; abandoned count rises second. | The textbook capacity-collapse sequence. |
| Open Tickets (all) | Total Tidio Helpdesk backlog. | Both elevated = team overloaded across the board. |
| Avg First Response Time | Tidio’s headline customer-facing metric. | FRT rising + abandoned rising = team focused on live chat at the expense of Helpdesk. |
| Lyro Resolution Rate | Whether Lyro is freeing agent capacity. | High Lyro rate + abandoned still rising = team needs explicit time-box for finding work. |
| Tickets by Assignee | Where abandonment concentrates. | If 70% of abandoned findings sit on one assignee, the fix is reassignment. |
| Shopify / BigCommerce Conversion Rate | The downstream truth metric. | Abandoned >5 for 4+ weeks predicts a 0.05 to 0.15 percentage-point conversion-rate dip on small DTC stores. |
| Refund Rate (Shopify / BigCommerce) | Returns / refund-flow finding cluster. | Abandoned on returns clusters drives refund rate up over a 4 to 8 week window. |
| Customer Service Sentiment | NPS-side outcome. | Sustained abandoned predicts CSAT drop within a quarter. |
Reconciling against the vendor’s own dashboard
Where to look in Tidio’s own dashboard:Tidio Helpdesk, filterTidio does not ship a built-in “abandoned” view; this card is closest to the saved-filter pattern. Why our number may legitimately differ from a saved Tidio view:tag:vortex_iq AND status:openand sort byLast activity ascending. Tickets at the top are the most stale; manually scan for those last touched >14 days ago. Reports, Helpdesk Tickets for trend visibility. Save the filtered view via Save view as for repeat use.
| Reason | Direction | Why |
|---|---|---|
| Time zone | Boundary day off | Tidio Reports use account timezone; agent UI uses each agent’s profile timezone. The card uses account timezone. |
| Pending-state inclusion | Either | The card scopes to status:open only; some Tidio views may include pending. |
| Customer-reply movement | Ours stricter | The card excludes customer replies; Tidio’s “last activity” includes them. |
| Lyro-reply movement | Ours stricter | Lyro auto-replies do NOT count as movement on Vortex IQ tickets; Tidio’s “last activity” updates on Lyro replies. |
| Tag drift | Ours stricter | We require literal vortex_iq. Legacy tags drop out. |
| Multi-store aggregation | Either | Card aggregates across all stores (Plus / Premium); Tidio UI scopes to one. |
| Webhook delay | Up to 60s stale | A movement event from the last minute may not have reached the card. |
| API rate-limit lag | Up to 30s stale during peak | Tidio caps at 60 requests/minute on most plans. |
| Card | Expected relationship | What causes the divergence |
|---|---|---|
shopify.refund_rate / bigcommerce.refund_rate | Inverse correlation. Higher abandoned rate predicts a refund rate rise over a 4 to 8 week trailing window. | Abandoned on returns / refund-flow drives refunds up. |
shopify.ecommerce_conversion_rate | Inverse correlation, tighter on small DTC stores. | Abandoned >5 for 4+ weeks predicts conversion-rate dip. |
shopify.customer_service_sentiment | Inverse correlation; 2 to 4 week lag. | Sustained abandoned predicts CSAT drop. |
Known limitations / merchant FAQs
Tidio shows my ticket was modified yesterday but the card says abandoned. What is wrong? Almost always one of these. (1) The “modification” was a customer reply; the card excludes customer replies as movement. (2) The “modification” was a Lyro AI auto-reply; the card excludes Lyro replies. (3) Webhook delay. Open the ticket and check the activity feed for an explicit team-member action in the last 14 days. What counts as movement? Any of: agent reply, status change, assignee change, tag change, applied automation rule. Customer replies do NOT count. Lyro AI auto-replies do NOT count. The 14-day window feels arbitrary. Can we tune it? Yes, in Settings, Connectors, Tidio, Abandonment threshold (days). Default is 14 days. Smaller Tidio merchants (under 50 daily total tickets) often tune up to 21 days because their cycle time is naturally slower; larger merchants tune down to 10 days. My team is small (4 agents). Should I tune the threshold differently? Yes if you want earlier signal. With 4 agents and a smaller queue, a>3 warn / >10 critical configuration catches the abandoned bucket earlier than the default >5 / >15. Most Tidio merchants run 3 to 6 agents; the default thresholds suit teams of 5+, smaller teams benefit from tightening.
Velocity dropped, abandoned count rising. What changed?
Standard playbook. (1) Open Tickets by Assignee and look for sudden concentration changes. (2) Open Avg First Response Time; if it rose, the team is being pulled into live chat. (3) Open Open Tickets; if global Helpdesk backlog is up, team is overloaded. (4) Cross-check Lyro Resolution Rate; if Lyro rate dropped, Lyro is no longer freeing agent capacity for findings.
The abandoned count appears suddenly higher overnight. Why?
Because the 14-day clock keeps ticking. If five findings were last touched on the same day exactly 14 days ago, all five become abandoned at the same time the next day. Normal and self-corrects within 24 hours of the team picking the queue back up.
Should I close abandoned findings or fix them?
Both, depending on triage. Run a weekly 30-minute “abandoned review” with the CX lead. For each: if no real merchant impact, mark solved (Tidio’s terminal state). If real merchant impact, reassign and add a note. We see Tidio merchants close 30 to 50% of abandoned findings on this triage; the remainder being correctly prioritised is the win.
Why doesn’t Tidio ship an “abandoned” view natively?
Tidio’s small-merchant focus means the product team prioritises live-chat and Lyro AI features over Helpdesk-module reports. The card’s added value: cross-store aggregation (Plus / Premium), customer-reply / Lyro-reply exclusion, threshold-based alerts, historical trend.
Is this card the right primary watch metric for Tidio-using merchants?
Yes. Findings Open tells you the queue size; this card tells you the queue health. On Tidio merchants the abandoned card is particularly important because the Helpdesk module is auxiliary to the live-chat module in agent attention; without explicit watch, abandoned findings accumulate.
A finding important enough to fix manually but we never used Tidio to track it. Do we close the ticket?
Yes. Mark the ticket solved once the work is done. Otherwise it stays in the abandoned bucket. Vortex IQ does not auto-close findings just because the underlying audit signal cleared.
Can Tidio Automation auto-close low-impact abandoned findings?
Yes (Plus / Premium plans). Build an automation: IF tags CONTAINS 'vortex_iq' AND last_activity_at > 21 days AND priority NOT IN [high, critical] THEN solve ticket AND apply tag 'auto_solved_low_impact'. Auto-solves bottom-tier abandoned findings on a 21-day timer. Most Tidio merchants who adopt this see abandoned-bucket size drop 40 to 60% within a month.
Multi-store: my account spans two storefronts on Tidio Plus. Why does this card show one number?
The card aggregates by default. To break out by store, set vortex_iq.store_filter in connector config or build a Stacked Panel with one panel per store.
Why is the alert threshold >5 / >15 and not lower?
Tidio merchants typically run smaller-volume CX teams than Zendesk-using merchants; the abandoned threshold reflects a typical small-team operating range. Smaller-team merchants (2 to 4 agents) should override warn down to >3 for earlier signal. Tunable per organization in connector settings.
Does this card include Lyro-handled tickets that Lyro never escalated to a human?
If the ticket has the vortex_iq tag and is in open state and Lyro replied without changing the state, yes. The card ignores Lyro replies as movement (correctly), so a Vortex IQ ticket Lyro replied to but no human touched will appear abandoned after 14 days. This is intentional: Lyro should NOT be replying to Vortex IQ findings (configure exclusion rule). If Lyro is replying to Vortex IQ tickets, audit and fix the rule.