Calculating Time In Unassigned for ALL Conversations | Community
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Hello All,

As I continue scaling tiered support, I’m working to improve how we monitor both real-time and historical trends. Specifically, I’m trying to track:

  • Time from conversation start to first assignment (Time in Unassigned)

  • Time from first assignment to reassignment (Time in Tier 1)

  • Time from reassignment to first close (Time in Tier 2)

I also want to make sure we’re capturing the entire lifespan of the ticket, including both open and snoozed time.

Right now, inbox views are the only way to surface aging tickets—but they aren’t designed for this kind of analysis. They don’t function like reports, and they don’t allow us to layer in the conversation attributes we’ve added, such as product area or difficulty level.

That makes it tough to proactively support aging tickets, coach the team in real time, or dig into specific themes during 1:1s—especially when trying to identify which product areas need more targeted coaching.

I’d love any ideas on how we can bring better visibility to this.

 

Note: When I say ALL conversations I mean both tickets and non-tickets

Hi ​@Heather McCormick Paul here from weekend support engineering to help you out 🤝 

You're right that Intercom's Inbox views are limited when it comes to analyzing time spent across support tiers or conversation stages.

While Intercom doesn’t offer built-in reporting for time in "Unassigned", "Tier 1", or "Tier 2", you can work around this by using conversation data exports or the API to track assignment events and timestamps. For example, when a conversation is first assigned, reassigned, or closed, those events are logged with timestamps which lets you calculate the duration spent in each stage externally (e.g. in Sheets).

To support this setup, many teams:

  • Apply internal tags or leave internal notes to indicate when a convo enters a specific tier.

  • Use conversation attributes (like “product area” or “difficulty level”) to group and filter.

  • Schedule exports or API pulls to process and analyze timing data over time.

Let me know if you'd like help setting up a structure to track this more reliably!

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