Skip to main content
Nerve Centre KPIs · Audit Profile · Sentiment Settings Tidio ticket state means little to a small DTC merchant unless it’s joined to the audit findings VortexIQ filed and to the revenue those fixes protect. Tidio’s product focus is live chat + the Lyro AI agent, so the Helpdesk module (where findings land) is auxiliary in agent attention. This audit answers: (1) is the Open API token still good and all stores readable, (2) is the backlog under control (oldest open, blocked, by priority/status), (3) are people overloaded or work left unassigned, and (4) - the stickiness test - are the findings we filed into Tidio actually getting resolved, or quietly dying in the queue (abandoned >14d, resolution rate <50%)?

​
What this audit checks

​
Authentication & access

  • Open API client id + secret valid (auth on /account) and not revoked
  • Correct account/data region reachable
  • Connector account has Helpdesk read scope (tickets + operators)
  • All expected stores readable (Plus / Premium multi-store aggregation complete)

​
Backlog health

  • Open ticket count vs 30-day baseline (sudden growth = drowning signal)
  • Blocked ticket count + change WoW (warn >3, critical >8)
  • Oldest open ticket age (>90 days = backlog rot)
  • Backlog-by-priority skew (Highest+High >50% of open = firefighting)
  • Backlog-by-status distribution (open / pending / solved / closed mix)

​
Throughput & capacity

  • Tickets resolved (7d) dropped >25% vs prior week
  • Avg cycle-time degradation >25% week-over-week
  • Avg lead time above 14 days (sustained)
  • Operators with >10 open tickets (overload signal)
  • Unassigned tickets > 5 (warn) / > 20 (critical) - work nobody owns
  • Sprint scope-creep (>15% added after the triage window started)

​
VortexIQ findings lifecycle (the stickiness test)

  • Abandoned findings - vortex_iq-tagged tickets, no team-side activity >14d (customer + Lyro replies excluded)
  • Finding resolution rate over rolling 90d (target >75%, alert <50%)
  • Avg time-to-fix for resolved findings (>14d sustained)
  • Lyro AI auto-replying to vortex_iq tickets without resolving them (exclusion rule misconfigured)
  • Findings closed by Workflow auto-solve without an underlying fix (inflated rate)

​
Cross-channel: revenue-at-risk (the killer area)

  • Critical findings from sibling connectors (shopify/bigcommerce/adobe) older than 7 days with NO Tidio ticket - coverage gap
  • Abandoned finding-tickets on returns/checkout clusters rising while a commerce sibling’s refund_rate climbs - measured-but-not-fixed revenue leak
  • Open findings >25 for 3+ weeks predicting a conversion-rate dip on the commerce sibling
  • High-LTV customers (top decile per commerce sibling) waiting on unresolved vortex_iq tickets

​
Severity thresholds

SignalWarnCritical
vortexiq_findings_open1220
vortexiq_findings_abandoned515
vortexiq_finding_resolution_rate7550
blocked_tickets38
unassigned_tickets520
oldest_open_ticket_age_days6090
cycle_time_change_pct2550
scope_creep_pct1530

​
Data sources

  • GET https://api.tidio.com/account - Token + account/region sanity
  • GET https://api.tidio.com/helpdesk/tickets - Backlog reads: status/priority counts, oldest-open, abandoned-findings, blocked, by-store
  • GET https://api.tidio.com/v1/tickets - Finding-ticket lifecycle reads (open, in-flight, resolved, time-to-fix)
  • GET https://api.tidio.com/v1/tickets/count - Finding resolution-rate numerator/denominator counts (avoids list-cap lag)
  • GET https://api.tidio.com/operators - Operator inventory + capacity calc (assignee load, overload)
  • GET https://api.tidio.com/contacts - Contact lookup for cross-channel email join to commerce customer