Markov Chains & Long-Run Behavior · Medium problem

A support ticket is in Level 1 or Level 2 until it is Resolved (absorbing). Each hour, a Level 1 ticket stays at Level 1 with probability $1/4$, is escalated to Level 2 with probability $1/2$, and is resolved with probability $1/4$. A Level 2 ticket is sent back to Level 1 with probability $1/4$ and is resolved with probability $3/4$. Starting at Level 1, what is the expected number of hours until the ticket is resolved? Express your answer as a common fraction.