Ticket Health

Ticket Health automatically monitors your in-progress tickets to detect patterns that need attention — like tickets gone quiet, orphaned work, or repeated client follow-ups without a response.

Overview

Junto automatically scans your active tickets for common operational issues. When it finds something, it creates a finding with a severity level and evidence summary so you can take action before the situation escalates.

Accessing Ticket Health

Navigate to Advisor and click the Ticket Health card to open the dedicated page, or access it directly from the sidebar.

What It Detects

Ticket Health detects common issues such as:

• Tickets where the client hasn't received a response
• Work that was started but not followed up on
• Clients who have contacted multiple times without a technical response
• Tickets stuck in repetitive troubleshooting cycles
• Escalations lacking proper investigation
• Reassignments without handoff notes

Each finding is assigned a severity level. Severity may increase if an issue remains unresolved.

Using the Ticket Health Page

The page displays active findings with filtering options:

• High Priority -- Show only High and Critical findings.
• All -- Show all active findings.
• Resolved -- Show findings that have been addressed.

Each finding card shows the issue type, severity, affected ticket, company, and a summary of the evidence.

Actions

• Open Ticket -- Jump directly to the ticket in Junto.
• Ignore -- Suppress a specific finding.

Configuration

Ticket Health can be configured for your organization:

Setting	Description
Enabled	Master toggle for the monitor
Detection thresholds	Configure how long a ticket must be idle before it is flagged
Excluded statuses	Ticket statuses to skip (e.g., "Waiting on Client")
Digest notifications	Send a daily summary via Slack or Teams at a configured time

Real-Time Alerts (Slack & Teams)

In addition to the daily digest, Junto can push a real-time alert to Slack or Microsoft Teams the moment a serious finding appears — so your team can act before it escalates.

When alerts fire

Real-time alerts are sent only for High and Critical findings, and only on a meaningful change:

• New — a new high or critical finding is detected
• Escalated — an existing finding's severity increases (e.g., High → Critical)
• Reopened — a previously resolved finding comes back

A finding won't alert again just because it's still active at the same severity, so channels don't get spammed.

What the alert shows

Each alert card includes the ticket, company, severity, assignee, and a short evidence summary, plus an Acknowledge button.

Acknowledging a finding

Anyone in the channel can click Acknowledge, as long as their Junto account is linked to their Slack or Teams identity. (Unlinked users are prompted to connect their profile first.)

Acknowledging a finding resolves the active findings on that ticket — the same effect as ignoring it from the Ticket Health page. The card is then updated in place to show who acknowledged it and when, and the button is removed.

Resolved banner

When a finding that was previously alerted resolves — whether by acknowledgement, an ignore rule, or an automatic scan (the ticket was closed, activity resumed, or the pattern is no longer detected) — Junto updates the original alert card in place with a Resolved banner noting the reason. This closes the loop visually so the channel always reflects current state.

Enabling alerts

Real-time alerts are configured separately from the daily digest, through notification channel routing:

1. Connect Slack or Microsoft Teams under Settings > Notifications.
2. In the Notification Channels section, add a channel and route the Ticket Health Alerts slot to the Slack or Teams channel where alerts should land.
3. Use the Active toggle on the channel row to turn routing on or off.

You can route alerts and the daily digest to different channels, or run either one independently.

Trend Tracking

The Advisor dashboard tile shows a high-level summary of active findings with week-over-week trends, so you can see whether ticket health is improving or declining across your organization.

FAQ

Does acknowledging a Ticket Health alert close the ticket or stop work on it?

No. Acknowledge tells Junto that someone is aware of the finding and resolves the active Ticket Health findings on that ticket. It does not close the underlying PSA ticket or stop the technician's work. A resolved alert is not confirmation that the customer's issue is fixed.

Acknowledging also adds an ignore rule for that ticket. Ticket Health suppresses further findings for it while the rule remains in place.

What does "Blocked escalation" mean?

Blocked escalation is a Ticket Health finding category for a ticket where a technician appears to have asked for help but is not receiving it. It describes why the ticket may be stuck. Acknowledging the alert did not block an escalation; it records that someone has seen the finding.