topic Tickets - User time per ticket in Tickets & Conversations

Tickets - User time per ticket

JPaleschi — Wed, 16 Mar 2022 15:14:36 GMT

Is there any way to have the ability to log time spent working on a ticket?

For bespoke development work this is an absolute must for billable work solutions on tickets - and for our support service teams it is a major KPI to see how long tickets are taking to see if there is any streamlining required.

Re: Tickets - User time per ticket

karstenkoehler — Wed, 16 Mar 2022 15:41:07 GMT

Hi @JPaleschi,

As you probably already found out yourself, HubSpot does not have an out-of-the-box solution for this.

This has been discussed in previous threads already, see for example this one: How can I track time for service tickets. For example, this can be achieved with StopWatch for HubSpot based on custom objects.

There are also additional third-party solutions:

Tmetric

Clockify

There is also an open request in the HubSpot Ideas section of the community: TIME TRACKING OF TICKETS. It's a bit loud but I recommend upvoting and commenting with your own requirements. The product team reviews these requests based on their popularity.

Hope this helps!

Re: Tickets - User time per ticket

JPaleschi — Wed, 16 Mar 2022 15:56:37 GMT

Thanks, Karsten! I'll have a look through the third party options now!

Re: Tickets - User time per ticket

JonathanS — Tue, 12 Apr 2022 01:05:39 GMT

Hey @JPaleschi,

We have a Advance SLA app for HubSpot, Timerman, that tracks the amount of times both Tickets and Deals spend in each stage down to the minute. We allow you to assign certain stages as "working time" so that you can move tickets to a "Working Stage" when they are being worked on. This time automatically updates a ticket/deal property within the ticket/deal so can build out reports showing the working time. There are a ton of other features that come with Timerman so you can track way more than just the working time!

Feel free to shoot me a message if you have more questions!

Thanks,

-Jonathan

Re: Tickets - User time per ticket

mollmann — Mon, 17 Mar 2025 14:25:04 GMT

Hi everybody,

I wanted to share an update on additional functionality about ticket time in status reporting.

Service Hub Professional and Enterprise customers will now have access to new data points about the time in ticket status. Each ticket will now have new properties that can be used in report builders and segmentation alike:

Date entered ticket status
Date exited ticket status
Latest time in ticket status (calculated using the two properties above)
Cumulative time in ticket status (for tickets that re-enter a ticket status multiple times)

Users will also be able to access out-of-the-box reports with these new data points in the Help Desk Analyze Tab as well as the Service Hub Analytics Suite.

Let us know if you have any questions or feedback.