> ## 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. # Freshdesk on Vortex IQ > Monitor Freshdesk pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn. Monitor Freshdesk pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn. [Connect or manage this source](https://app.vortexiq.ai/workbench/settings/sources) · [How connecting works](/integrations/connector-catalogue) · [Create a workflow](https://app.vortexiq.ai/workbench/flows/create?connector=freshdesk) performance signals automated checks automated fixes workflows API operations ### What you can achieve Capabilities are grouped around merchant outcomes, not API terminology. Find failures, leaks and risks before they cost sales. Monitor orders, fulfilment, delivery and settlement. Find storefront, speed, accessibility and journey problems. Improve discovery, conversion, campaigns and repeat purchase. ### From connection to verified outcome The controlled sequence every capability follows. Nothing changes a connected system without the approval step. Authorise the source. Scopes are shown before access is granted. Watch the signals against your own baselines, not universal defaults. Run checks and gather evidence specific to your store. Explain what happened, why it matters and the proposed action. You review scope, risk and reversibility before anything changes. Apply through governed connector operations. Confirm the intended result and keep the receipt. No changes are made without the configured approval policy. Read-only operations do not modify the connected system; schedules, access scopes, API usage and data handling remain governed by Vortex IQ controls. ### Monitor performance 27 performance signals. Open an outcome to see its signals and how each one alerts. Read-only operations do not modify the connected system. | Signal | Alert behaviour | What it tracks | | ----------------------------------- | ------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Avg Cycle Time (days)** | Alert band 2 / 5 | Mean days from first agent action (in-progress) to resolution. | | **Avg Lead Time (days)** | Alert band 5 / 14 | Mean days from created\_at to resolution (full lead time). | | **Avg Time-to-Fix (days)** | Alert band 5 / 14 | Mean days from filing to Resolved/Closed for Vortex IQ findings. | | **Backlog by Priority** | Alert band 20 / 100 | Backlog by Priority. | | **Backlog by Status** | Merchant rule | Backlog by Status. | | **Blocked Tickets** | Alert band 3 / 8 | Tickets in a blocked/on-hold custom status; warn at 3, critical at 8. | | **Cycle Time by Priority** | Alert band 2 / 5 | Cycle Time by Priority. | | **Finding Resolution Rate (90d)** | Alert band 75 / 50 | resolved\_or\_closed\_findings\_90d / all\_findings\_filed\_90d × 100, anchored on the filing date. | | **In Progress** | Merchant rule | Description pending editorial review; the signal is live. | | **Oldest Open (days)** | Alert band 14 / 90 | Description pending editorial review; the signal is live. | | **Open Tickets** | Alert band 0 / 20 | Description pending editorial review; the signal is live. | | **Overloaded Assignees (>10 open)** | Merchant rule | Description pending editorial review; the signal is live. | | **SLA Attainment** | Alert band 95 / 80 | 100 x (1 - fr\_escalated rate) over tickets created in the window whose first-response SLA clock has already closed (fr\_due\_by in the past). fr\_escalat | | **Scope Added Mid-Sprint** | Alert band 5 / 15 | Description pending editorial review; the signal is live. | | **Sprint Progress** | Alert band 90 / 70 | Description pending editorial review; the signal is live. | | **Sprint Velocity (avg)** | Alert band 0 / 20 | Avg tickets resolved per sprint over the trailing 5 sprints. | | **Throughput Trend** | Merchant rule | Description pending editorial review; the signal is live. | | **Tickets Resolved (7d)** | Alert band 0 / 25 | Description pending editorial review; the signal is live. | | **Tickets by Assignee** | Alert band 5 / 10 | Tickets by Assignee. | | **Unassigned Tickets** | Alert band 5 / 20 | Open tickets with no responder\_id; warn at 5, critical at 20. | | **VortexIQ Findings In Progress** | Merchant rule | Description pending editorial review; the signal is live. | | **VortexIQ Findings Resolved** | Merchant rule | Description pending editorial review; the signal is live. | | Signal | Alert behaviour | What it tracks | | ----------------------------------------- | ----------------- | ---------------------------------------------------------------------------------------------------------------------- | | **Abandoned Findings (>14d no movement)** | Alert band 5 / 15 | Open Vortex IQ findings whose updated\_at is older than now()-14d - the silent-drain gauge. | | **Abandoned Findings vs Refund Rate** | Merchant rule | Description pending editorial review; the signal is live. | | **High-Value Customer Waiting** | Merchant rule | High-Value Customer Waiting, broken down by row. | | **VortexIQ Findings Open** | Alert band 5 / 20 | Vortex-IQ-tagged tickets (tag:vortex\_iq, status open/pending) still unresolved - the unactioned-revenue-leak counter. | | Signal | Alert behaviour | What it tracks | | ----------------------------- | ------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | **First Response Time (min)** | Alert band 30 / 240 | created\_at to the confirmed real stats.first\_responded\_at field (?include=stats, already fetched for cycle time), converted to minutes. Bare support\_h | ### Audit risks and opportunities A fix status appears only where the action, inputs, approval, verification and recovery controls are mapped. Candidate remediations are never executable. Open a check for the detail. **Severity** high · **Outcome** Grow revenue · **Fix status** Report only CSAT below 70 percent predicts churn before it shows in revenue; the transcripts behind the score say exactly what to fix. Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-CSAT-001` **Severity** high · **Outcome** Run operations · **Fix status** Report only Breached first-response SLAs compound: late answers create chase messages, which create more queue, which creates later answers. Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-SLA-001` **Severity** medium · **Outcome** Protect revenue · **Fix status** Report only Customers are waiting a median of over 4 hours just to hear back for the first time, before their actual issue is even addressed. Slow first response is one of the most common drivers of a bad support experience and of customers escalating, cancelling an order, or leaving a negative review while the Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-FRT-001` **Severity** medium · **Outcome** Run operations · **Fix status** Report only The open-conversation backlog grew more than 20% in a week. A growing backlog means response and resolution times for everyone in the queue are about to get worse, not just the customers who are waiting today; the problem compounds until incoming volume and resolution capacity come back into balance Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-BACKLOG-001` #### Build your own automated fixes Turn any finding into an automated fix with a Vortex IQ workflow: **over 13,000 read and write operations across more than 200 connectors** are available as building blocks, with approval, verification and rollback on every change. ### Automate approved work Vortex IQ is integrated with **5 read** and **2 write** operations across tickets, agents, agentmes, groups, searchtickets on Freshdesk. Combine them with anything from the **over 13,000 operations across more than 200 connectors** to automate the work in your own words. Changes follow your configured approval policy: the target, proposed change, affected records, risk, reversibility and verification plan are shown before execution. [Create a workflow](https://app.vortexiq.ai/workbench/flows/create?connector=freshdesk) #### Ready to build your first Freshdesk workflow Pick a trigger, add the operations above as steps, and every step that changes data pauses for your approval. Monitoring and audits are live now and can start any workflow you build. | Resource | Read operations | Write operations | | ------------- | --------------- | ---------------- | | tickets | 1 | 2 | | agents | 1 | 0 | | agentmes | 1 | 0 | | groups | 1 | 0 | | searchtickets | 1 | 0 | Signed-in users see the full catalogue in the workflow builder, filtered to the sources they have connected.