Connect to IntercomTrack Resolution Time in Intercom
Resolution time measures how long it takes to fully resolve a customer issue, not just respond. Long resolution times signal complex tickets, process gaps, or agent skill mismatches. Short resolution times signal efficient handling — or premature closes.
The manual approach
- 1Export resolution time data from Intercom Reports.
- 2Calculate median and compare to target.
- 3Identify ticket types driving long resolution times.
The problem: Weekly manual exports are 30-minute tasks that crowd out higher-value analysis. By the time you have the data formatted, the window for action has passed.
With Supportman
Resolution time appears in the weekly Slack digest automatically alongside FRT and CSAT — a complete picture of support quality in one message.
- Enable resolution time in the weekly digest.
- Median resolution time posts to Slack every week.
- Compare to prior weeks to identify trends.
How does Supportman calculate resolution time?
Supportman uses Intercom's conversation closed timestamp minus the creation timestamp, which matches the definition in Intercom Reports.
Does a reopened conversation affect resolution time?
Intercom resets the conversation timeline on reopen. Supportman reflects the same logic Intercom applies.