Intercom – Average ticket resolution time (in hours)

Question

What is the average time it takes for our team to solve an issue / ticket?

Schema

Intercom

Output

 

Intercom - Average ticket resolution timeSQL Query

SELECT min(duration_to_solution) AS MIN,
       max(duration_to_solution) AS MAX,
       avg(duration_to_solution) AS average
FROM
  (SELECT extract(epoch
                  FROM updated_at - created_at) / (60*60) AS duration_to_solution
   FROM conversations
   WHERE OPEN = FALSE) duration

 

in Customer Support