> ## 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.

# Help Scout on Vortex IQ

> Monitor Help Scout pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn.

Monitor Help Scout 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=helpscout)

<CardGroup cols={5}>
  <Card title="25">
    performance signals
  </Card>

  <Card title="3">
    automated checks
  </Card>

  <Card title="Build your own">
    automated fixes
  </Card>

  <Card title="Ready to build yours">
    workflows
  </Card>

  <Card title="12">
    API operations
  </Card>
</CardGroup>

<Tabs>
  <Tab title="Overview">
    ### What you can achieve

    Capabilities are grouped around merchant outcomes, not API terminology.

    <CardGroup cols={2}>
      <Card title="Protect revenue">
        Find failures, leaks and risks before they cost sales.
      </Card>

      <Card title="Run operations">
        Monitor orders, fulfilment, delivery and settlement.
      </Card>

      <Card title="Customer experience">
        Find storefront, speed, accessibility and journey problems.
      </Card>

      <Card title="Grow revenue">
        Improve discovery, conversion, campaigns and repeat purchase.
      </Card>
    </CardGroup>

    ### From connection to verified outcome

    The controlled sequence every capability follows. Nothing changes a connected system without the approval step.

    <Steps>
      <Step title="Connect">
        Authorise the source. Scopes are shown before access is granted.
      </Step>

      <Step title="Monitor">
        Watch the signals against your own baselines, not universal defaults.
      </Step>

      <Step title="Detect">
        Run checks and gather evidence specific to your store.
      </Step>

      <Step title="Recommend">
        Explain what happened, why it matters and the proposed action.
      </Step>

      <Step title="Approve">
        You review scope, risk and reversibility before anything changes.
      </Step>

      <Step title="Execute">
        Apply through governed connector operations.
      </Step>

      <Step title="Verify">
        Confirm the intended result and keep the receipt.
      </Step>
    </Steps>

    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.
  </Tab>

  <Tab title="Monitor (25)">
    ### Monitor performance

    25 performance signals. Open an outcome to see its signals and how each one alerts. Read-only operations do not modify the connected system.

    <AccordionGroup>
      <Accordion title="Run operations (22 signals)">
        | Signal                              | Alert behaviour    | What it tracks                                                                                                                                        |
        | ----------------------------------- | ------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------- |
        | **Avg Cycle Time (days)**           | Alert band 3 / 7   | Description pending editorial review; the signal is live.                                                                                             |
        | **Avg Lead Time (days)**            | Alert band 7 / 14  | Description pending editorial review; the signal is live.                                                                                             |
        | **Avg Time-to-Fix (days)**          | Alert band 7 / 14  | Description pending editorial review; the signal is live.                                                                                             |
        | **Backlog by Priority**             | Merchant rule      | Help Scout has no native priority field - priority is derived from priority/urgency workflow tags.                                                    |
        | **Backlog by Status**               | Merchant rule      | Backlog by Status.                                                                                                                                    |
        | **Blocked Tickets**                 | Alert band 3 / 8   | Pending conversations carrying a blocked/waiting-on workflow tag - the operational queue's stuck list. Warn at >3, critical at >8.                    |
        | **Cycle Time by Priority**          | Merchant rule      | Cycle Time by Priority.                                                                                                                               |
        | **Finding Resolution Rate (90d)**   | Alert band 75 / 50 | What share of audit findings filed in the last 90d actually got fixed via the Help Scout pipeline. Anchored on the filing date; \<50% means we file   |
        | **In Progress**                     | Merchant rule      | Description pending editorial review; the signal is live.                                                                                             |
        | **Oldest Open (days)**              | Alert band 30 / 90 | Description pending editorial review; the signal is live.                                                                                             |
        | **Open Tickets**                    | Alert band 0 / 100 | Total active+pending conversations across the connected mailboxes - top-of-funnel backlog volume.                                                     |
        | **Overloaded Assignees (>10 open)** | Merchant rule      | People with >10 open conversations - capacity bottleneck candidates.                                                                                  |
        | **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  | Sprint Velocity (avg) over time.                                                                                                                      |
        | **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**             | Merchant rule      | Tickets by Assignee.                                                                                                                                  |
        | **Unassigned Tickets**              | Alert band 5 / 20  | Active conversations with no assignee - work nobody owns. Warn at >5, critical at >20.                                                                |
        | **VortexIQ Findings In Progress**   | Merchant rule      | Description pending editorial review; the signal is live.                                                                                             |
        | **VortexIQ Findings Open**          | Alert band 5 / 20  | Conversations we filed from audit findings that haven't been resolved yet - the live backlog of things VortexIQ surfaced. Refreshed every 60 seconds. |
        | **VortexIQ Findings Resolved**      | Merchant rule      | Description pending editorial review; the signal is live.                                                                                             |
      </Accordion>

      <Accordion title="Customer experience (2 signals)">
        | Signal                        | Alert behaviour     | What it tracks                                                                                                                                          |
        | ----------------------------- | ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- |
        | **CSAT**                      | Alert band 90 / 70  | GET /v2/reports/happiness - greatCount / ratingsCount \* 100 (share of rated conversations customers marked Great, the two/three-tier Great/Okay/Not Go |
        | **First Response Time (min)** | Alert band 30 / 240 | Confirmed real GET /v2/reports/productivity field firstResponseTime (seconds), converted to minutes. Same fetch this manifest already uses for cycle/l  |
      </Accordion>

      <Accordion title="Protect revenue (1 signals)">
        | Signal                                    | Alert behaviour   | What it tracks                                                                                                                           |
        | ----------------------------------------- | ----------------- | ---------------------------------------------------------------------------------------------------------------------------------------- |
        | **Abandoned Findings (>14d no movement)** | Alert band 5 / 15 | Findings sat in the backlog with no status change for two weeks - these are the ones losing money silently. Warn at >5, critical at >15. |
      </Accordion>
    </AccordionGroup>
  </Tab>

  <Tab title="Audit (3)">
    ### 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.

    <AccordionGroup>
      <Accordion title="CSAT below 70%">
        **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`
      </Accordion>

      <Accordion title="Median first-response time above 4h">
        **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`
      </Accordion>

      <Accordion title="Open-conversation backlog rising > 20% week-over-week">
        **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`
      </Accordion>
    </AccordionGroup>

    #### 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.
  </Tab>

  <Tab title="Automate">
    ### Automate approved work

    Vortex IQ is integrated with **9 read** and **3 write** operations across conversations, conversationnotes, mailboxes, report companys, report conversations, report happiness on Help Scout. 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=helpscout)

    #### Ready to build your first Help Scout 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.

    <Accordion title="Browse the operations you can build with">
      | Resource             | Read operations | Write operations |
      | -------------------- | --------------- | ---------------- |
      | conversations        | 1               | 2                |
      | conversationnotes    | 0               | 1                |
      | mailboxes            | 1               | 0                |
      | report companys      | 1               | 0                |
      | report conversations | 1               | 0                |
      | report happiness     | 1               | 0                |
      | report productivitys | 1               | 0                |
      | tags                 | 1               | 0                |

      Signed-in users see the full catalogue in the workflow builder, filtered to the sources they have connected.
    </Accordion>
  </Tab>
</Tabs>