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

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.