Ticket Intelligence
Understand which unresolved customer issues are contributing to risk.
Nova Labs — Tickets
2 open · 2 unattended · ticket risk contribution 21 pts
Ticket Risk Contribution
21 pts
Sum of unattended ticket weights (16) + multiple unattended tickets (+5) + related repeated issue (+0), capped at 25.
Open vs Unresolved vs Unattended
Pulse scores friction, not volume.
Open Tickets
A ticket currently exists.
Unresolved Tickets
A customer problem has not yet been resolved.
Unattended Tickets
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
Comparison
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.