Intercom Metric
Customer Support
Resolution Rate = Conversations Resolved (Not Re-opened) / Total Conversations × 100
Conversation Resolution Rate measures the percentage of support conversations that are closed and remain closed - without being re-opened by the customer within a defined window. It distinguishes genuine resolutions from premature closures that leave the customer's issue unaddressed.
Full guide: definition, formula, and benchmarksIntercomCustomer SupportConversation Resolution Rate
Conversation Resolution Rate measures the percentage of support conversations that are closed and remain closed - without being re-opened by the customer within a defined window. It distinguishes genuine resolutions from premature closures that leave the customer's issue unaddressed.
How to calculate conversation resolution rate
Why conversation resolution rate matters for Intercom users
Closing a conversation is not the same as resolving a problem. If customers frequently re-open conversations, the team is either misunderstanding issues or providing incomplete solutions. True resolution rate measures whether customers' needs are genuinely met.
For Intercom teams, tracking resolution rate alongside CSAT reveals whether the team is optimising for speed (closing quickly) at the expense of quality (actually solving the problem). The two metrics together give a complete picture of support effectiveness.
Understand and act on conversation resolution rate with KPI Tree
Sync conversation lifecycle data from Intercom into your warehouse and compute resolution rate with a re-open window in KPI Tree. Place it at the top of your support quality tree alongside CSAT and first response time.
Assign RACI ownership to team leads and set alerts when resolution rate drops below target, prompting investigation into common re-open reasons.
Get started with your Intercom data
MCPPull metrics from Intercom directly through the Model Context Protocol.
Connect your existing warehouse where Intercom data already lands.
Our professional services team can build you turn-key AI foundations in a matter of weeks. Data warehouse on Snowflake/BigQuery, ELT with Fivetran, all modelled in dbt with a semantic layer.
Related Intercom metrics
Average Resolution Time
Customer SupportMetric Definition
Resolution Time = Conversation Resolved Timestamp − Conversation Created Timestamp
Resolution Time measures the total elapsed time from when a customer opens a conversation in Intercom to when it is marked as resolved. It encompasses first response time, back-and-forth exchanges, internal investigation, and any waiting periods. It is a primary indicator of support efficiency and customer experience.
Customer Satisfaction Score
Customer SupportMetric Definition
CSAT = Positive Ratings / Total Ratings × 100
Customer Satisfaction Score (CSAT) measures the percentage of customers who rate their support experience positively after an Intercom conversation. It is the most widely used indicator of support quality and directly reflects whether agents are meeting customer expectations.
Repeat Contact Rate
Customer SupportMetric Definition
Repeat Contact Rate = Customers with Repeat Contacts / Total Customers Contacting Support × 100
Repeat Contact Rate measures the percentage of customers who contact support about the same or a closely related issue within a defined window after their initial conversation was closed. It reveals incomplete resolutions, workarounds masquerading as fixes, and systemic product issues that generate recurring support demand.
Conversation Abandonment Rate
Customer SupportMetric Definition
Abandonment Rate = Abandoned Conversations / Total Conversations × 100
Conversation Abandonment Rate measures the percentage of support conversations where the customer stops responding before the issue is resolved. It indicates friction, frustration, or perceived futility in the support experience. High abandonment often correlates with long wait times or unhelpful initial responses.
Explore conversation resolution rate across integrations
All Intercom metrics
Agent Performance AnalysisAgent Utilisation RateArticle Effectiveness ScoreCompany Support TrendsConversation Abandonment RateConversation Channel AnalysisConversation Funnel AnalysisConversation VolumeCustomer Effort ScoreCustomer Journey Support AnalysisCustomer Satisfaction ScoreCustomer Segment Support AnalysisFirst Response TimeHelp Centre Article ViewsMessage Sentiment AnalysisPeak Support Hours AnalysisProactive Support EffectivenessRepeat Contact RateAverage Resolution TimeSelf-Service Success RateSupport Cost per ConversationSupport Ticket Escalation RateTag Usage AnalysisTeam Workload DistributionEmpower your team to understand and act on Intercom data
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