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 time to close 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
Median time to close appears in the Friday team digest and each agent's personal DM automatically — alongside median first reply, conversations replied to, and a 7-day emoji ratings summary.
- Connect Supportman to your Intercom workspace and Slack (OAuth, two clicks).
- Set your team report channel in the Supportman App Home.
- Compare median time to close week over week in Slack without exporting from Intercom Reports.
Median time to close belongs in your weekly rhythm — Supportman includes it in every Friday team digest and per-agent DM so resolution trends do not wait for a manual export.
How does Supportman calculate resolution time?
Supportman uses Intercom's median time to close — the same metric shown in Intercom Reports and your Friday digest as "time to close."
Does a reopened conversation affect resolution time?
Intercom resets the conversation timeline on reopen. Supportman reflects the same logic Intercom applies in the Friday report.