Hi there 👋, My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! ✌️ -Ali

Hey @ali s, are your team or teammates closing any conversations without a reply? The time to close report will also include any conversations where the conversation was closed without a reply from a teammate.