Skip to main content

See how long tickets spend with every team that touches them

By Steven Van ·

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.

The Tickets lifecycle report open in Intercom, showing the Ticket handoff Sankey chart across the full width at the top — with columns for each handoff hop and
The Tickets lifecycle report, with the Ticket handoff Sankey chart across the top
Intercom
Intercom
Customer messaging platform — live chat, helpdesk, product tours, and AI-powered support in one place.
View Intercom →
Sources

Original source

Read See how long tickets spend with every team that touches them on Creators Toolbox