> ## 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, Tidio > 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 > Live count of Tidio tickets that Vortex IQ filed from audit findings (broken checkout flows, refund spikes, ad-on-OOS, missing SEO fields) and which still sit in `open` state. Tidio is small-merchant-focused with strong Shopify integration and the Lyro AI agent for first-line shopper support; Vortex IQ findings file as Back-office tickets in the Tidio Helpdesk module. The merchant question this answers: *"how many revenue-protecting fixes have I asked the team to triage that haven't been picked up?"* | | | | --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **What it counts** | Tidio Helpdesk tickets created by the Vortex IQ integration (tagged `vortex_iq` in Tidio) whose `status` is `open`. | | **API endpoint** | `GET /helpdesk/tickets?tags=vortex_iq&status=open&limit=100`, paginated. Tidio rate-limits at 60 requests/minute on most plans. | | **Status filter** | `open` only. Tidio has `open`, `pending`, `solved`, `closed`. **`Pending` is excluded** because in Tidio's data model `pending` typically means "waiting on shopper reply", not "waiting on team action". The card focuses on actively-actionable findings. | | **Bot-handled tickets** | Lyro AI replies do NOT close the ticket; the ticket stays `open` until an agent or rule sets `status: solved` / `closed`. The card therefore counts Lyro-replied tickets as still-open, which is correct because Lyro should NOT be replying to Vortex IQ findings (configure with an exclusion rule). | | **Multi-channel scope** | Tidio supports Live Chat, Email, Messenger, Instagram. Vortex IQ findings always file via API to Helpdesk (channel-agnostic). | | **Multi-store aggregation** | Tidio supports multiple Shopify stores under one account on Plus / Premium plans. The card aggregates across all stores; set `vortex_iq.store_filter` to scope. | | **Time window** | `RT`, refreshed every 60 seconds. | | **Alert trigger** | `>20 open`. | | **Anomaly detection** | If the count grows by >5 in 60 minutes, Vortex IQ raises an "Audit findings backing up" alert. | | **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. Single store, 4-person CX team. Snapshot taken on 02 May 26 at 11:30 ET. | Bucket | Open Vortex IQ findings | Notes | | ----------------------------- | ----------------------- | ------------------------------------------------------------------------ | | Open | 14 | Mostly checkout-error and Klaviyo-flow findings post the 18 Apr release. | | Pending (excluded from count) | 3 | Waiting on shopper replies; not abandonment risk. | | Solved (closed) | 8 in last 30 days | Healthy close rate. | | **Total open (this card)** | **14** | Below the 20-ticket alert threshold. | The card reads **14**. Four observations: 1. **Lyro AI should NOT auto-respond to Vortex IQ findings.** Lyro's stock replies are designed for shopper queries (refund status, shipping ETA, hours of operation); they have no business replying to a finding like "checkout error rate spiked 18%". Configure Lyro with an exclusion rule: `IF tag CONTAINS 'vortex_iq' THEN do_not_handle`. This is the single most important Tidio configuration change for finding triage. 2. **Tidio's small-merchant focus means the team is typically 2 to 6 agents.** With a 4-person team, 14 open Vortex IQ findings is roughly 3.5 findings per agent if equally distributed. That is significant for a small team; use [Tickets by Assignee](/nerve-centre/kpi-cards/tidio/tickets-by-assignee) to confirm distribution and rebalance if one agent has more than half. 3. **The 18 Apr release cluster is the typical pattern.** Releases on small-merchant Shopify stores typically surface 5 to 10 audit findings in the following 7 days; the merchant ships and moves on, the findings sit. Build a pre-release audit cadence (run audits the day before the release; address findings during the release window, not after). 4. **Pair with [Avg First Response Time](/nerve-centre/tidio/tid_avg_first_response).** If FRT is healthy on shopper queries but elevated on Vortex IQ tickets, the team is correctly prioritising live shoppers over findings; this is acceptable but the abandoned bucket will grow if the team never returns to findings. Build a saved Tidio view for `tags:vortex_iq AND status:open` and pin for the team to walk weekly. 5. **Tidio's Shopify integration shows order context inline.** Like Gorgias, every Vortex IQ ticket has the affected customer's Shopify order history, current cart, and lifetime value visible in the right rail. Open the highest-LTV-customer-impacting findings first; the visibility makes triage straightforward. ## Sibling cards merchants should reference together | Card | Why pair it with VortexIQ Findings Open | What the combination tells you | | ----------------------------------------------------------------------------------------- | --------------------------------------- | -------------------------------------------------------------------------------------------------------- | | [Abandoned Findings (>14d no movement)](/nerve-centre/kpi-cards/tidio/abandoned-findings) | The silently-leaking subset. | Open count steady but Abandoned rising = findings filed faster than triaged. | | [Open Tickets (all)](/nerve-centre/kpi-cards/tidio/open-tickets) | Total Tidio Helpdesk backlog. | Both elevated = inbox overloaded; findings get buried under live shopper queries. | | [Avg First Response Time](/nerve-centre/tidio/tid_avg_first_response) | Tidio's headline metric. | If FRT is elevated, finding tickets may be dragging the average. Build a saved view with a separate SLA. | | [Lyro Resolution Rate](/nerve-centre/tidio/tid_lyro_resolution_rate) | Whether Lyro is helping or hurting. | High Lyro handling on Vortex IQ findings = Lyro is replying to findings (which is wrong); fix the rule. | | [Refund Rate (Shopify / BigCommerce)](/nerve-centre/kpi-cards/shopify/refund-rate) | Refund spikes drive most findings. | Refunds up + findings flat = audit blind spot; findings up + refunds dropping = programme working. | | [Ecommerce Conversion Rate (Shopify)](/nerve-centre/shopify/ecommerce_conversion_rate) | The primary outcome metric. | Findings climbing + conversion rate dropping = direct cost evidence. | | [Customer Service Sentiment](/nerve-centre/shopify/customer_service_sentiment) | NPS-side outcome. | Findings dropping + sentiment rising = audit programme is protecting retention. | | [Datadog Health Score](/nerve-centre/kpi-cards/datadog/operational-health-score) | Technical-finding peer. | Vortex IQ "checkout error" finding open + Datadog steady = possible false positive. | ## Reconciling against the vendor's own dashboard **Where to look in Tidio's own dashboard:** > [Tidio Helpdesk](https://www.tidio.com/panel/helpdesk), filter by tag `vortex_iq` and status `open`. The headline count at the top of the filtered view should match this card to within 1 to 2%. > [Reports, Helpdesk Tickets](https://www.tidio.com/panel/reports/helpdesk) for trend visibility on the same tag filter. > Save the filtered view via *Save view as* for the team to use daily. **Why our number may legitimately differ from Tidio's view:** | Reason | Direction | Why | | --------------------------- | --------------------------- | ---------------------------------------------------------------------------------------------------------------- | | **Time zone** | Boundary days 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 excludes `pending` (typically "waiting on shopper"); some Tidio views may include them. | | **Tag exactness** | Ours stricter | We require literal `vortex_iq`. Legacy tags drop out. | | **Multi-store aggregation** | Either | Card aggregates across all stores on Plus/Premium plans; Tidio UI may scope to one store. | | **Lyro-handled tickets** | Same in both | Lyro replies do not change ticket status; both views count Lyro-replied tickets as still-open. | | **Webhook delay** | Up to 60s stale | A close 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. | **Cross-connector reconciliation:** | Card | Expected relationship | What causes the divergence | | --------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------- | | [`shopify.refund_rate`](/nerve-centre/kpi-cards/shopify/refund-rate) / [`bigcommerce.refund_rate`](/nerve-centre/kpi-cards/bigcommerce/refund-rate) | Refund spikes drive most findings (24-72h lag). | Refunds up + findings flat = audit blind spot; findings up + refunds dropping = programme working. | | [`shopify.ecommerce_conversion_rate`](/nerve-centre/shopify/ecommerce_conversion_rate) | When findings stack up unaddressed, conversion typically dips within 2-4 weeks. | Open findings >25 for 3+ weeks predicts conversion-rate dip on small Tidio merchants. | | [`shopify.customer_service_sentiment`](/nerve-centre/shopify/customer_service_sentiment) | Inversely correlated. | Open findings >30 for 2+ weeks predicts CSAT drop of 3-5 points. |
Documentation cross-reference (for agencies running multiple helpdesk vendors) The "VortexIQ Findings Open" metric exists with the same definition on every helpdesk Vortex IQ files findings into. * [`zendesk.zen_vortexiq_findings_open`](/nerve-centre/kpi-cards/zendesk/vortexiq-findings-open) * [`gorgias.gor_vortexiq_findings_open`](/nerve-centre/kpi-cards/gorgias/vortexiq-findings-open) * [`intercom.int_vortexiq_findings_open`](/nerve-centre/kpi-cards/intercom/vortexiq-findings-open) * [`livechat.liv_vortexiq_findings_open`](/nerve-centre/kpi-cards/livechat/vortexiq-findings-open) * [`freshdesk.fre_vortexiq_findings_open`](/nerve-centre/kpi-cards/freshdesk/vortexiq-findings-open)
## Known limitations / merchant FAQs **My Tidio Helpdesk view says I have 17 open findings but Vortex IQ says 14. Which is right?** Almost always one of these. (1) Pending-state inclusion: the card excludes `pending` (typically "waiting on shopper"); your Tidio view may include them. (2) Multi-store scope (Plus / Premium plans only): the card aggregates across stores; Tidio UI scopes to one. (3) Tag drift: the card requires literal `vortex_iq`. (4) Webhook delay or API rate-limit lag (60/min). Wait for the next refresh and re-check. **Lyro AI agent replied to one of my Vortex IQ findings. Does that count as resolved?** No. Lyro's reply does not change ticket status; the ticket stays `open` until an agent or rule explicitly sets `status: solved` / `closed`. So the count is still accurate. **However**, Lyro should NOT be replying to Vortex IQ findings; configure Lyro with an exclusion rule: `IF tag CONTAINS 'vortex_iq' THEN do_not_handle`. The Lyro stock replies (refund status, shipping ETA, hours of operation) are designed for shopper queries, not for findings. **My team is small (4 agents). Is 14 open findings a lot?** Yes, proportionally. With 4 agents, 14 open findings is roughly 3.5 per agent if equally distributed; that is significant on a small Tidio team where the daily focus is live chat. The card threshold is 20 by default but smaller Tidio merchants may want to override down to 10 or 12 to catch backlog earlier. **Pending state is excluded. Why?** Because in Tidio's data model `pending` typically means "waiting on shopper reply", which is not abandonment risk. The shopper will reply and the ticket reactivates. If your team uses `pending` to mean "waiting on internal action", build a custom view via the connector to include it in the count, or stop using `pending` for internal-action waits and use `open` with a custom tag instead. **A finding important enough to fix manually but we never used Tidio to track it. Do we close the ticket?** Yes. Set the ticket to `solved` or `closed` once the work is done. Otherwise it stays in this card's count and the abandoned-rate timer (14 days of no movement) starts ticking. Vortex IQ does not auto-close findings just because the underlying audit signal cleared. **Open count dropped suddenly. What happened?** Three usual causes. (1) **Bulk solve** by an agent or admin from the Helpdesk module. (2) **Tag drift**: someone removed the `vortex_iq` tag from a batch of tickets. (3) **Vortex IQ outbound paused**: check the connector status in *Settings, Connectors*. **Why is the count higher today than the typical baseline?** Most common cause on Tidio merchants is a small-store promotional push driving traffic. New visitors hit small-store edge cases (older themes, less-tested checkout flows) faster than during quiet periods. The mid-day spike pattern is normal during promos. **Should I configure a separate Tidio SLA for Vortex IQ tickets?** Yes if your team's volume warrants it. Tidio's headline `Avg First-Response Time` includes Vortex IQ tickets by default. Two practical options. (1) Build a saved Helpdesk view with a separate SLA tag. (2) Use Tidio Automation to apply a different SLA to Vortex IQ tickets (Plus / Premium plans). **My team uses Tidio but you also have Jira connected. Will Vortex IQ duplicate findings into both?** No. Each finding routes to one tool based on the connector setup's outbound priority. Default for ecommerce-CX-led merchants on small stores is Tidio (or Gorgias / LiveChat equivalent); for engineering-led merchants the default is Jira. Override in *Settings, Connectors, Routing*. **Is Tidio the right tool for managing Vortex IQ findings?** Tidio shines for small DTC merchants on Shopify Basic / Standard with 1 to 6 CX agents. The Shopify integration shows order context inline (like Gorgias); Lyro AI handles first-line shopper queries. If your store is larger or your team is engineering-led, Gorgias or Zendesk plus Jira is a closer fit. Tidio's strength here is **pricing and Shopify-native integration** for small merchants who could not justify Gorgias's price point. **Today's count looks volatile. Why?** At low volumes (\<10 open) a single solve or new finding moves the count by 10%+ which can register as visual noise. The 30-day average and 7-day rolling are the steadier reads for trend; the headline number is the live count. **Why is the alert threshold 20 and not 10?** 20 reflects the typical Tidio merchant's overall ticket volume (50 to 200 daily total tickets on small DTC stores). A 20-finding count means roughly 10 to 40% of the inbox is findings, which is the threshold above which the team perceives the audit programme as noise. Smaller-team Tidio merchants may want to override down to 10 or 12. **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. *** ### Tracked live in Vortex IQ Nerve Centre *VortexIQ Findings Open* 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](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.