See how long tickets spend with every team that touches them
A new Ticket assignments dataset and Sankey chart, available on Intercom's VBP plans, show every team a ticket passed through.
Intercom's Intercom ticket reports previously counted a ticket's time only against whichever team held it last, so once a ticket moved from Support to Technical Support to Billing, the earlier teams' time dropped out of the numbers and the path it took couldn't be reported on at all. A new Tickets lifecycle report fixes that by tracking each assignment visit separately, so every team and teammate that touched a ticket gets credit for the time they held it.
- A new Ticket assignments dataset measures how long a ticket sits with each team and teammate, counts handoffs, and shows which team pairs pass work back and forth.
- A new Sankey chart draws the full path a ticket took between teams.
- A prebuilt report puts all of this on one page, found in Reports under the Tickets lifecycle template, with no setup required.
The report is available on VBP plans only.
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