Hi, We'd like to be able to calculate the time it takes for us to answer tickets. I found the following code in the logs (slightly modified): SELECT ticket.tn, timediff(ticket_history.create_time, ticket.create_time) AS 'diff' from ticket LEFT JOIN ticket_history ON ticket.id=ticket_history.ticket_id WHERE ticket.create_time > '2007-11-01 00:00:00' AND ticket_history.history_type_id = 15 AND ticket_history.name = '%%close' AND ticket_history.create_time > '2007-11-01 00:00:00' ORDER BY ticket_history.create_time Unfortunately this has one small problem for us. For example: If a customer write to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Could anyone tell me how I can either: 1) calculate the difference between one contact and its corresponding answer OR 2) find out which customers have written more than once on the same ticket, such that I can exclude them in my query. 3) Any other workarounds? Thanks very much and happy holidays! Tabitha