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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?

  • November 10, 2022
  • 2 replies
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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?

Best answer by Shauna

Hey @user2013​ 👋🏼

 

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' 👇🏼

Custom Report - Average time to close segmented by 'teammate participated'I hope this gives you some context on the average time to close for conversations that you actually worked on 🙏🏼

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Shauna
Intercom Team
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  • November 14, 2022

Hey @user2013​ 👋🏼

 

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' 👇🏼

Custom Report - Average time to close segmented by 'teammate participated'I hope this gives you some context on the average time to close for conversations that you actually worked on 🙏🏼


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  • New Participant
  • 1 reply
  • November 14, 2022

Hi Shauna,

 

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


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