> ## 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.

# Zendesk audit profile, Vortex IQ

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

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

Zendesk ticket state means little to a merchant unless it's joined to the audit findings VortexIQ filed and to the revenue those fixes protect. This audit answers: (1) is the API token still good and the brands 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 Zendesk actually getting resolved, or quietly dying in the queue (abandoned >14d, resolution rate \<50%)?

## What this audit checks

### Authentication & access

* API token valid (auth on /api/v2/users/me.json) and not revoked
* Subdomain correct and reachable (correct data-residency region)
* Connector account has agent/admin role with Search + Tickets read scope
* All expected brands readable (multi-brand aggregation complete)

### Backlog health

* Open ticket count vs 30-day baseline (sudden growth = drowning signal)
* Blocked / On-hold ticket count + change WoW
* Oldest open ticket age (>90 days = backlog rot)
* Backlog-by-priority skew (Urgent+High >50% of open = firefighting)
* Backlog-by-status distribution (New/Open/Pending/On-hold mix)

### Throughput & capacity

* Tickets resolved (7d) dropped >25% vs prior week
* Avg cycle time degradation >25% week-over-week
* Assignees 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 status change >14d
* Finding resolution rate over rolling 90d (target >75%, alert \<50%)
* Avg time-to-fix for resolved findings (>14d sustained)
* Findings closed without a deploy/evidence comment (silent dismissals)
* Regression rate - findings reopened after Solved

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

* Critical findings from sibling connectors (shopify/bigcommerce/adobe/cybersource) older than 7 days with NO Zendesk ticket - coverage gap
* Abandoned findings count rising while a commerce sibling's refund\_rate climbs - measured-but-not-fixed revenue leak
* High-LTV customers (top decile per commerce sibling) waiting on unresolved vortex\_iq tickets
* Zendesk tickets referencing decommissioned / archived integrations - stale work

## Severity thresholds

| Signal                             | Warn | Critical |
| ---------------------------------- | ---- | -------- |
| `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://{subdomain}.zendesk.com/api/v2/users/me.json` - Token + account/region sanity
* `GET https://{subdomain}.zendesk.com/api/v2/brands.json` - Brand inventory for multi-brand aggregation
* `GET https://{subdomain}.zendesk.com/api/v2/groups.json` - Group inventory + workload split
* `GET https://{subdomain}.zendesk.com/api/v2/users.json` - Agent inventory + capacity calc (assignee load)
* `GET https://{subdomain}.zendesk.com/api/v2/search.json` - Backlog reads: status/priority counts, oldest-open, by-assignee, abandoned-findings, blocked
* `GET https://{subdomain}.zendesk.com/api/v2/search/count.json` - Finding resolution-rate numerator/denominator counts
* `GET https://{subdomain}.zendesk.com/api/v2/tickets.json` - Finding-ticket lifecycle reads (in-flight, resolved, time-to-fix)