Hi @CecileMJ. I’m not sure if this is what you’re looking for, but in our Service Hub I created this Tickets report:
Part of this report includes these added filters:
Time to close is a HubSpot Ticket property, so that’s what I used, and it seems to be what you may be able to start with.
From there, could you add into the report the total number of queries perhaps to see how you’re stacking up against the entire Ticket inquiry system? It may be something to explore in the HubSpot Custom Report builder instead of the simple 1-Object reports.
I hope this helps spur some ideas for you. I’ve also shared your question with the team at Impulse Creative, so you may get more help from them as well.