When generating a report on time spent in the "In Progress" state, Intercom does not filter for the actual time spent on a specific date. Instead, it aggregates the total "In Progress" time and attributes it to either the ticket's creation date or the first reply date.
Because Intercom lacks native time-tracking, we rely on this state reporting to measure how much time teammates spend working on tickets. The current reporting limitation prevents us from accurately tracking daily/weekly team effort, creating a major roadblock in effective team management and capacity planning.