Hi there 👋,
My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! 
-Ali
Best answer by Eric Fitz
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Hey @ali s, are your team or teammates closing any conversations without a reply? The time to close report will also include any conversations where the conversation was closed without a reply from a teammate.
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