My average first response time is higher then my close time. Is there a way to show data for tickets closed with a reply and not just closed?

Question

Shauna · Accepted Answer

Hey @user2013​&#128075;&#127996;Shauna here from Intercom Support! If you have Custom Reports included in your Subscription - you could create an 'average time to close' report segmented by the 'teammate participated' filter. This means that having 'you' as the 'teammate participated' shows conversations where you actively worked on in 'average time to close' &#128071;&#127996;I hope this gives you some context on the average time to close for conversations that you actually worked on &#128591;&#127996;

User2013 · Answer

Hi Shauna,So this excludes the ticket I closed without action? This is great thanks.

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