Finding Resolution Rate (90d), Tidio

Metrics type: Key Metrics • Category: Project Management

At a glance

The percentage of Vortex IQ-filed Tidio tickets that the merchant team has actually closed in the last 90 days. Designed to answer the merchant question: “is the audit programme working, or am I paying for findings that nobody actions?” Tidio’s positioning is DTC-ecommerce-friendly live chat with Lyro (their proprietary AI chatbot) doing the deflection layer. On a Tidio account, the headline rate is heavily influenced by Lyro: if Lyro is closing chats it can have a hand in closing tickets too. Read this card alongside Lyro’s resolution-by-AI breakdown to know what is human action and what is bot deflection.


What it counts	`solved_findings_90d / (solved_findings_90d + open_findings_90d) × 100`, expressed as a percent of Vortex IQ-tagged tickets created in the last 90 days now in `solved` status.
Numerator	Tickets with `tags includes "vortex_iq"` AND `status:solved` AND `created_at >= now-90d`.
Denominator	All tickets with `tags includes "vortex_iq"` AND `created_at >= now-90d`, regardless of state.
Status filter	Tidio’s helpdesk uses the statuses Open and Solved (no separate Pending/Closed in the way Zendesk does). Solved counts as resolved; Open counts as unresolved. The simpler model means the rate is easier to read but also means there is no “snoozed” graceful-aging path; findings either get worked or they sit Open.
Issue type filter	All Vortex IQ-tagged tickets included. The category sub-tags (`vortex_iq:catalogue`, `vortex_iq:checkout`, `vortex_iq:performance`, `vortex_iq:seo`) do not filter the rate; they exist for breakdown views.
Project / board scope	Single Tidio project. Multi-project accounts (rare; usually used for separate brands) connect each project as a separate Vortex IQ instance.
Lyro AI-handled tickets	Counted as resolved if Lyro closes the ticket. Vortex IQ findings rarely match Lyro’s training scope (Lyro is trained on customer-facing FAQs, not engineering bug reports), so Lyro closures of `vortex_iq` tickets are uncommon and worth auditing each month. If Lyro closes a Vortex IQ ticket with a generic “we are looking into it” reply, the underlying issue is unresolved even though the ticket is closed.
Reopened tickets	If a ticket is solved then reopened, it counts as unresolved at the moment of measurement.
API endpoint	Tidio’s REST API: `GET /v1/tickets?tags=vortex_iq&status=solved&created_after=<now-90d>` for the numerator. Page size 50 with offset pagination; rate-limited at 60 req/min on Communicator plan, higher on Plus.
Time window	`90D` rolling. Anchored on the filing date; an old finding closed today does NOT count if it was filed more than 90 days ago.
Alert trigger	`<50%`. At 50% you are leaving as many findings open as you close, the point at which the backlog grows faster than the team clears it.
Sentiment thresholds	Good >= 75%, warn 50-75%, critical <50%.
Time zone	Account timezone in Settings -> General -> Time zone.
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 UK DTC pet-supplies brand on Shopify running Tidio Plus with Lyro AI enabled and 2 agents covering UK office hours. Snapshot taken on 02 May 26 at 16:15 BST, looking back over the rolling 90 days from 02 Feb 26.

Bucket	Count	Notes
Vortex IQ tickets filed in window	35	SMB scale; smaller than enterprise peers
Solved by agent	22	Standard triage
Solved by Lyro AI	1	Rare; Lyro is trained for customer FAQs, not Vortex IQ findings
Solved by Tidio Workflow rule	2	Auto-solve after 21 days no reply
Open	10	Active findings
Resolution rate	(22 + 1 + 2) / 35 = 25 / 35 = 71.4%	Amber, healthy mid-range

The card reads 71%. Five observations:

71% is healthy for a 2-agent SMB on Tidio. Tidio attracts smaller DTC brands with limited helpdesk discipline; the benchmark for a 2-agent team is 65-75%. Above 75% sustained for a quarter often means the audit thresholds are too generous (lower them).
Audit Lyro’s 1 closure carefully. Lyro is trained on customer-facing FAQs from your Tidio Knowledge Base. A Vortex IQ ticket filed about “broken Klarna at checkout” is not in that training scope; if Lyro closed it, Lyro probably replied with a generic “we will look into it” message. Open the ticket and verify the underlying issue (Klarna) is fixed in production. If yes, the closure is honest; if no, retrain Lyro to defer to a human on tag:vortex_iq tickets.
The 2 Workflow auto-solves are a real pattern. Tidio’s auto-solve-after-N-days rule is configurable per tag. Set it to 21 days for vortex_iq tags so abandoned findings drop into the solved bucket. The honest configuration: only count a Workflow-solve as resolution if the underlying issue is genuinely fixed (a deploy went out, the catalogue was corrected). Otherwise the rate is inflated.
Pair with shopify.refund_rate. If refund rate is steady or falling AND this card sits at 71%, the audit programme is paying for itself. If refund rate is climbing despite findings being closed (especially Lyro-closed), the team is closing the wrong findings cosmetically.
DTC brands on Tidio often have founders in the chat stream. This is a positive: a founder reading customer chats sees Vortex IQ findings in context and triages faster. The flip side: when the founder is busy (campaign launch, weekend), Vortex IQ tickets sit. The 10 open findings here probably skew to weeks when the founder was attending other things. Pair with tid_open_tickets to confirm.
Tidio’s UK/Polish heritage shows in API rate limits. The Communicator-plan rate limit (60 req/min) is tight; on a busy account with 1000+ findings the connector falls back to slower polling. Plus and Premium plans have higher limits. None of this changes the rate calculation, only the refresh frequency (60-90 seconds vs 30 seconds).

Sibling cards merchants should reference together

Card	Why pair it with Finding Resolution Rate	What the combination tells you
VortexIQ Findings Open	The unresolved-count counterpart.	Open count high + resolution rate low equals findings filed but never closed, the worst possible state.
Abandoned Findings (>14d no movement)	The “silent-leak” subset; especially relevant on Tidio because the Open->Solved model has no graceful aging path.	Abandoned rising while this rate falls equals the team is losing ground specifically.
Avg Time-to-Fix (days)	Cycle-time peer. The rate tells you whether findings close; this tells you how fast once they do.	Rate green + time-to-fix slow equals team eventually ships but late; rate red + time-to-fix fast equals team ships some quickly and abandons the rest.
Open Tickets (all)	Total Tidio backlog context.	Both elevated equals overall channel under-attended (founder distracted); rate dropping in isolation equals findings deprioritised specifically.
Avg Cycle Time	Triage-health peer for the whole queue.	Cycle time creeping up while this rate falls equals systemic triage breakdown.
Refund Rate (Shopify / BigCommerce)	The downstream truth metric an audit programme should protect.	Refund rate flat or falling + rate at 65%+ equals the programme is paying for itself; refund rate climbing despite high resolution rate equals team is closing low-impact findings (or Lyro is closing them prematurely).
Customer Service Sentiment (Shopify)	The retention-side outcome of running this programme well.	Rate climbing + sentiment climbing equals the audit story works for the founder; sentiment flat while rate climbs equals Lyro is closing things customers feel are unresolved.
Datadog Operational Health Score	Sibling-platform health score for technical findings.	Datadog health green + this rate green equals the team is keeping pace with both reliability and audit work.

Reconciling against the vendor’s own dashboard

Where to look in Tidio’s own dashboard: Tidio does NOT provide a single “tag-scoped resolution rate” gauge, so this card is computed by Vortex IQ from the Tickets API. To verify it manually:

Analytics -> Tickets filtered to tag = vortex_iq, date range last 90 days. Read the percentage of Solved against Total. That is the same calculation this card runs. Tickets list with tag:vortex_iq plus a status:solved filter, gives the numerator population at a glance. [Saved filter -> “Vortex IQ findings, solved (90d)”] if you have set one up, gives the count without re-typing the filter.

Why our number may legitimately differ from Analytics’ number:

Reason	Direction	Why
Time zone	Boundary days off	Analytics honours the account’s configured timezone; the card uses the same timezone but rounds the rolling 90-day window to UTC midnight for cross-connector arithmetic. Sub-1% gap.
API replication lag	Ours lower for “just now”	Tidio’s API replicates the database 5-30 seconds behind real-time ticket changes. A finding solved seconds ago may not be in the numerator yet.
Reopened tickets	Ours lower	If a ticket was solved then reopened in the 90-day window, we count it as unresolved. Some Analytics views count “ever solved” rather than “currently solved”.
Tag inclusion	Ours stricter	We require literal `tag:vortex_iq`. Legacy tags drop out of our population.
Lyro AI closures	Same	We count Lyro closures the same way we count human closures (both move status to solved). Some Analytics views break “Solved by Lyro” out separately under the AI Performance tab.
Workflow auto-solve	Same	We count Workflow-rule-solved tickets the same as agent-solved.
Communicator plan rate limit	Brief gaps	The Communicator plan has a 60 req/min API limit; on busy accounts the connector may use a cached prior value during polling bursts.
Multi-project	Either	If the merchant runs multiple Tidio projects (separate brands), each is a separate Vortex IQ instance; the card does not cross-aggregate.

Cross-connector reconciliation:

Card	Expected relationship	What causes the divergence
`shopify.refund_rate` / `bigcommerce.refund_rate`	Inverse correlation. Higher resolution rate should reduce refund rate over a 4-8 week trailing window.	Resolution rate up + refund rate up equals team is closing low-impact findings (likely Lyro auto-closing); resolution rate down + refund rate down equals findings were duplicates or stale.
`shopify.customer_service_sentiment`	Positive correlation, 2-4 week lag.	Sustained 70%+ resolution rate predicts CSAT lift of 2-4 points within a quarter. On Tidio, watch for the inverse: rate up but sentiment flat usually means Lyro is closing things customers feel are unresolved.
`datadog.dd_health_score`	Independent peer; correlates only when the audit is dominantly technical.	Both green equals balanced engineering culture; technical findings closing fast and reliability holding.

Known limitations / merchant FAQs

The rate dropped 15 points this week. What changed? Three usual causes, in order of likelihood:

Audit volume up. Vortex IQ filed more findings than usual. The denominator grew faster than the team’s closure rate.
Capacity loss. Founder distracted (campaign launch, ad-spend audit, weekend), or the single CS agent on holiday. Pair with Open Tickets (all); if global Tickets backlog is also up, capacity is the answer.
Workflow drift. A Tidio Workflow rule that auto-tagged or auto-routed Vortex IQ tickets turned off, or Lyro retraining changed which intents it handles. Open Settings -> Automation and confirm the vortex_iq rules and Lyro intents are still as expected.

Lyro AI closed a Vortex IQ ticket. Should I trust it? Audit it. Lyro is trained on your Tidio Knowledge Base FAQs, which are customer-facing. A Vortex IQ ticket is a technical bug report filed via API. If Lyro closed one, it usually replied with a generic “we will look into it” message that did not actually resolve the underlying issue. Open the ticket and verify. If the underlying issue is fixed, the closure is honest; if not, retrain Lyro to defer on tag:vortex_iq tickets (in Lyro Settings -> Audience, exclude tickets carrying that tag). A finding closed today but it was filed 95 days ago. Does it count? No. The window is anchored on the filing date, not the closure date. What is a healthy rate on Tidio?

75%+ : healthy. Audit programme is working; team has slack.
60-75% : normal for a maturing programme.
50-60% : warn. Team is straining; investigate triage process.
<50% : critical. Findings are filed faster than they are closed.

Should I optimise for a higher rate? Not necessarily. Above 90% sustained for a quarter often means the audit thresholds are too generous. Lower the threshold to surface more borderline issues; the rate will dip but the merchant outcome (lower refund rate, lower customer-service load) will improve. Tidio has fewer ticket states than Zendesk. Does that affect the calculation? Yes, slightly. Tidio uses just Open and Solved (no separate Pending or Closed). The simpler model makes the rate easier to read but also means there is no “snoozed waiting on developer” graceful-aging path. Findings either get worked or they sit Open. This is why the Workflow auto-solve pattern (auto-solve after 21-28 days no reply) is more important on Tidio than on richer-state helpdesks. A reopened ticket dropped my rate by 1 point. Can I exclude it? A solved ticket that gets reopened is genuinely no longer resolved, so the rate correctly drops. If reopens are common (>5% of solved tickets), it points to a quality-of-fix problem. My account is on the Communicator plan. Will the rate-limit affect this card? The 60 req/min limit on Communicator is tight for very busy accounts (>1000 findings in window). The card falls back to slower polling (60-90 second refresh instead of 30 seconds) but the rate calculation itself is unaffected. SMB DTC merchants on Tidio rarely hit the limit. My founder is in the chat stream daily. Should they watch this card? Yes. Tidio’s strength on small DTC brands is that the founder is in the product daily; the resolution-rate gauge is the perfect single-number translation of “is the audit programme paying its way?”. Surface it on the founder’s mobile dashboard. For larger brands with dedicated CS staff, route the card to the CS lead jointly with engineering. Tidio’s Knowledge Base feeds Lyro. Does updating my KB affect this rate? Indirectly. Updating the KB changes which intents Lyro can confidently handle. If you train Lyro on a new technical FAQ that overlaps with Vortex IQ finding categories (e.g., “broken Klarna at checkout”), Lyro may start closing those Vortex IQ tickets directly. This pushes the rate up but only if the underlying issue is genuinely fixed by the KB content (rare for technical bugs). Audit Lyro closures on vortex_iq tickets monthly. Why is the alert threshold 50% and not 70%? 50% is the breakeven point at which the team is closing one finding for every one filed. Below 50% the backlog grows; above 50% it shrinks. A 70% threshold would over-page in the first quarter of any new audit programme. My Tidio is connected via the Shopify app. Does that change anything? The Shopify app adds order-context enrichment to chats and tickets, which speeds up agent triage but does not change the API surface this card uses. The rate calculation is identical for Shopify-app-connected and standalone-API-connected accounts.

Tracked live in Vortex IQ Nerve Centre

Finding Resolution Rate (90d) is one of hundreds of KPI pulses Vortex IQ tracks across Tidio 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.

Get Started

The AI OS

Finding Resolution Rate (90d), Tidio

At a glance

Calculation

Worked example

Sibling cards merchants should reference together

Reconciling against the vendor’s own dashboard

Known limitations / merchant FAQs

Tracked live in Vortex IQ Nerve Centre

​At a glance

​Calculation

​Worked example

​Sibling cards merchants should reference together

​Reconciling against the vendor’s own dashboard

​Known limitations / merchant FAQs

​Tracked live in Vortex IQ Nerve Centre

At a glance

Calculation

Worked example

Sibling cards merchants should reference together

Reconciling against the vendor’s own dashboard

Known limitations / merchant FAQs

Tracked live in Vortex IQ Nerve Centre