> ## 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.

# Tidio audit profile, Vortex IQ

> What the Vortex IQ Tidio health audit checks: Tidio: Backlog, Capacity & Finding Lifecycle

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/tidio) · [Audit Profile](/nerve-centre/kpi-cards/tidio/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/tidio/sentiment)**

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

| Signal                             | Warn | Critical |
| ---------------------------------- | ---- | -------- |
| `vortexiq_findings_open`           | 12   | 20       |
| `vortexiq_findings_abandoned`      | 5    | 15       |
| `vortexiq_finding_resolution_rate` | 75   | 50       |
| `blocked_tickets`                  | 3    | 8        |
| `unassigned_tickets`               | 5    | 20       |
| `oldest_open_ticket_age_days`      | 60   | 90       |
| `cycle_time_change_pct`            | 25   | 50       |
| `scope_creep_pct`                  | 15   | 30       |

## 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