Ticket Intelligence
Understand which unresolved customer issues are contributing to risk.
Acme Inc — Tickets
4 open · 3 unattended · ticket risk contribution 25 pts
Customer impact
The customer is unable to complete an important integration workflow.
Owner: Unassigned · Last activity: 4 days ago (customer reply)
AI Insight
This issue is likely contributing to the decline in product usage.
Risk contribution
+10 pts
High priority unattended > 72h → +10
Ticket Risk Contribution
25 pts
Sum of unattended ticket weights (20) + multiple unattended tickets (+5) + related repeated issue (+5), capped at 25.
Open vs Unresolved vs Unattended
Pulse scores friction, not volume.
A ticket currently exists.
A customer problem has not yet been resolved.
A ticket has not received meaningful activity, progress, response or ownership within the expected time window.
Simulated Ticket Risk Logic
How ticket points are assigned.
- High-priority ticket unattended > 72 hours+10
- Medium-priority ticket unattended > 72 hours+6
- Any ticket unattended > 48 hours+4
- Multiple unattended tickets+5
- Repeated or related customer issue+5
- Maximum ticket-related contribution25 cap
Acme has 4 open tickets → 18 points of risk. Delta Systems has 5 open tickets → 0 points. Volume is never the signal; unattended, unresolved friction is.
All tickets and timings are simulated demo data.