# Support Health
### Support health **Where to find it:** Settings → Health rules → Support section **Who can access it:** Admins only to configure. All team members see results on customer profiles. *** #### What it is Support health measures the state of your customers' support relationship — open tickets, delayed tickets, and resolved ticket history. It is the third signal in the health model, sitting alongside product usage and experience as one of the three inputs the AI reads when assessing every customer. On the customer profile it appears as the Support tile, showing a Good / Fair / Poor status, a count of open and delayed tickets, and closed ticket history. *** #### How it works You connect your support or issue tracking tool to Startdeliver. From that point, all ticket data flows in automatically — every ticket, from every customer, tracked and assessed without manual work from your team. The integration is bi-directional. Startdeliver doesn't just read ticket data from your support tool — your team can also act from within Startdeliver, and updates sync back. This means your CSMs have full visibility of the support relationship without needing to switch between tools, and your support team's work is reflected in the customer health picture in real time. *** #### Data sources Support health is fed by your support and issue tracking integrations. Startdeliver connects to: * Intercom * Zendesk * Freshdesk * Linear Tickets are matched to customers automatically. Each ticket's status, age, and resolution time contributes to that customer's support health and feeds the AI assessment. → See \[Integrations & Your Stack] for how to connect your support tool. *** #### Configuration Support health has two settings in Startdeliver, both in Settings → Health rules → Support section. **Days until ticket is overdue** The number of days a ticket can remain open before it is considered delayed. The demo account uses 5 days. Set this to match your team's support SLA — if your standard response time is 2 business days, set it to 2 or 3. **Months to include delayed but resolved tickets** Tickets that were delayed but have since been resolved still matter. This setting controls how far back Startdeliver looks when factoring resolved-but-late tickets into the health score. A customer who had 5 overdue tickets last month that are now closed is not in the same position as one who has never had a delayed ticket — this setting makes sure that history is reflected. *** #### What CSMs see On the customer profile the Support tile shows: **Status** — Good, Fair, or Poor, color-coded. **Open and delayed** — the count of tickets currently open and how many of those are past the overdue threshold. A delayed ticket is a visible problem that needs attention. **Closed tickets** — the recent resolved ticket count, giving context on support volume. The tile subtitle "from our team" frames the signal clearly — this is your team's responsiveness and the customer's support burden, not a product usage metric. *** #### What the AI does with support data The AI Assessment reads support health as a relationship signal. Two patterns it flags specifically: **Escalation risk** — a customer with multiple open or delayed tickets, particularly if combined with poor experience health or declining usage, is flagged as a risk account. Unresolved support issues are one of the clearest early signals of a customer losing confidence. The AI surfaces this and recommends action before the customer raises it themselves. **Silent but struggling** — a customer who has stopped logging support tickets but whose usage is declining may have given up on getting help rather than actually resolved their issues. The AI can read this pattern across the combined signals and flag it, rather than treating the absence of tickets as a positive sign. *** #### Bi-directional sync The support integration works both ways. Your CSM can see ticket status, history, and details directly on the customer profile without leaving Startdeliver. When your support team updates a ticket in Intercom, Zendesk, Freshdesk, or Linear, the change reflects in Startdeliver automatically. This matters for a few reasons. First, CSMs are always working with current information — not a snapshot from yesterday's sync. Second, when the AI makes an assessment that references a delayed ticket, the underlying data is live. Third, CSMs can take action on support issues from the customer profile without needing access to the support tool directly. *** #### Common scenarios **Customer has delayed tickets and Poor support health** The AI will surface this in the assessment and likely recommend a direct outreach from the CSM — not from the support team, but from the relationship owner. A CSM reaching out to acknowledge an ongoing support issue signals a level of care that a ticket response alone doesn't. **High ticket volume but all resolved on time** Support health may still be Good despite high volume, if tickets are being resolved within the SLA window. The AI reads this as a healthy support relationship — the customer is engaged, getting answers, and not being left waiting. **No tickets from a customer who was previously active** Worth investigating. Either things are going very well, or the customer has stopped reaching out because they've stopped expecting a good response. The AI will flag this pattern when it appears alongside other declining signals. **Ticket delayed for a key account** Even a single delayed ticket on a high-ARR customer is worth the CSM knowing about. Use lists filtered by support health and ARR together to make sure high-value accounts with open issues are always visible. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.startdeliver.io/health-and-metrics/support-health.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. 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