# See how long tickets spend with every team that touches them By Steven Van ยท 2026-09-08 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 โ€” 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 โ€” live chat, helpdesk, product tours, and AI-powered support in one place. [View Intercom โ†’]() Sources [Original source]() [Read See how long tickets spend with every team that touches them on Creators Toolbox]() --- Canonical source: https://creatorstoolbox.com/blog/intercom-see-how-long-tickets-spend-with-every-team-that-touches-them