topic Re: First Time to Respond in Working Hours in Tickets & Conversations

First Time to Respond in Working Hours

efaria — Wed, 28 Dec 2022 20:28:28 GMT

Hello,

It would be beneficial to be able to have the ability to set the first time to respond and time to close tickets in working business hours. Currently, when generating reports for the average time to first response or average time to close, it takes into account nights and weekends vs. actual business hours.

Also tried playing around with SLA's, but within the reporting it also doesn't provide this property, the only reporting properties available are SLA status and SLA date.

Best,

Ellen

Re: First Time to Respond in Working Hours

jolle — Wed, 28 Dec 2022 22:28:15 GMT

Hey @efaria, thanks for sharing! This is an awesome idea that will help prevent skewed data.

I strongly encourage you to post your thoughts in the HubSpot Ideas forum. That helps raise visibility to other users who may be experiencing the same challenge and increases the chances that HubSpot will consider it as an update!

I think introducing a "business hours" reporting layer would have a ton of additional use cases, so know that you'll have my upvote if you share this great idea!

Hope this helps!

Re: First Time to Respond in Working Hours

efaria — Thu, 29 Dec 2022 15:41:11 GMT

Thank you for the recommendation, I've posted this is an idea within the forum.

Happy New Year!

Re: First Time to Respond in Working Hours

jolle — Thu, 29 Dec 2022 15:47:11 GMT

Awesome! I just upvoted your idea 🙂 Hope you have a Happy New Year as well!!

Re: First Time to Respond in Working Hours

LauraGirod — Wed, 25 Jan 2023 08:11:56 GMT

Upvoted as it is quite useless to have the FTR including non-business hours 🙂

For reporting purposes, we need it for working hours only.

Re: First Time to Respond in Working Hours

PRaczka — Mon, 08 May 2023 07:46:46 GMT

Upvoted - this is strongly needed if HubSpot Service Hub wants to be closer to other solutions, such as Freshdesk.

Re: First Time to Respond in Working Hours

MihaiLove — Mon, 19 Jun 2023 11:08:06 GMT

posted about the same situation here

https://community.hubspot.com/t5/Tickets-Conversations/Report-that-shows-agent-times-that-takes-into-consideration-SLA/td-p/808800

Re: First Time to Respond in Working Hours

MihaiLove — Fri, 23 Jun 2023 10:34:13 GMT

can you post the link of your idea so I can upvote?

Re: First Time to Respond in Working Hours

DStaat — Tue, 27 Jun 2023 14:54:02 GMT

Hi efaria,

I know this thread is a bit old but we have an app called Timerman that would solve your problem! It tracks ticket times by the stage and allows you to set the business hours. You can also choose which stages to pause the timer in (i.e. waiting on a reply from the customer). Check it out here.

Let me know if you have any questions. I'd be happy to hop on a call with you!

Best,

-David Staat

Re: First Time to Respond in Working Hours

Meghrai — Wed, 04 Oct 2023 06:25:13 GMT

Hi @efaria are there any updates regarding this? 🙂 Seems like the perfect solution for our case!

Re: First Time to Respond in Working Hours

SamBoshier — Mon, 15 Jul 2024 15:46:41 GMT

Hi Ellen,

Did you get anywhere with this? I am having the same issue and unable to find a solution.

Re: First Time to Respond in Working Hours

mollmann — Mon, 27 Jan 2025 10:26:49 GMT

I am excited to announce that you will now be able to report on these metrics in HubSpot!

Reporting on SLA hours can now be accessed through the Service Hub Analytics Suite and new data points in the Custom Report Builder.

Access new out-of-the-box reports in the Service Hub Analytics Suite:

Average time to first response in SLA hours by rep, team, create date, source or category
Average time to close in SLA hours by rep, team, create date, source or category

Access new data points in the Custom Report Builder under object "ticket":

Property: Time to first response in SLA hours
Property: Time to close in SLA hours