topic SLA Excluding Lapse Time in Tickets & Conversations

SLA Excluding Lapse Time

JDE92 — Fri, 17 Nov 2023 16:06:22 GMT

Hey folks,

We're doing a lot of work internally to review close time for our service desk, but one of the things that's causing us issues is the fact that HubSpot takes lapse time (i.e. - time spent waiting for a client to respond) into the total close time figures - has anyone figured out a way around this? We did a free trial with SuperSLA for a couple of months but it doesn't have the right functionality for as the moment, neither does Timerman, so looking to see if anyone else has any ideas or suggestions?

Re: SLA Excluding Lapse Time

kvlschaefer — Mon, 20 Nov 2023 09:48:06 GMT

Hi @JDE92,

Thanks for reaching out to the Community!

I wanted to invite our subject matter experts to this conversation to see if they have advice.

Hi @jforte, @Jnix284, @danmoyle - Do you have any suggestions for @JDE92 on how to exclude lapse time from the ticket closed time figure? Do you know of any integrations or workarounds that could help?

Thank you!

Best,

Kristen

Re: SLA Excluding Lapse Time

danmoyle — Mon, 20 Nov 2023 13:52:26 GMT

@JDE92 I'm curious about your use-case for not taking into consideration the total time of an open ticket. If it's open and you're waiting on the client, it's still open. If you want to measure the response time of reps, that's possible with reports like response time, emails/calls, and that kind of scenario.

If you want to measure the time between each stage, you can set up calculated properties in HubSpot to show the time between stage. That could show you how long it takes for customers to get back, and for each specific stage.

Re: SLA Excluding Lapse Time

JDE92 — Mon, 20 Nov 2023 15:18:07 GMT

@danmoyle Hey Dan, thanks for getting back to me. We're trying to get a more accurate view on how long tickets are remaining open with us, i.e. - not being inflated by the the time spent waiting on a client to respond as that is not something we can control, if that makes sense?

Re: SLA Excluding Lapse Time

danmoyle — Mon, 20 Nov 2023 15:26:49 GMT

Makes sense @JDE92. I'd look at calculated properties between each stage. We did that for the journey a new training client goes through, including stages we don't control:

And here's more:

These peoprerties allow you to also build custom reports. Hope that helps!

Re: SLA Excluding Lapse Time

Staceylm — Thu, 18 Jan 2024 03:44:51 GMT

Time between stage is measured (in Hubspot) in calendar time, not business hours. That throws off a resolution time SLA. Additionally, the concept of resolve time and work time are separate and distinct. From what I can see, Hubspot natively doesn't do either very well. (That's not to say that there isn't value in understanding total calendar time for various stages and lifecycles. Just that service SLAs are difficult to measure because Hubspot doesn't natively calc them and also doesn't have the means to introduce custom calcs that take into account business hours and holidays.)

Other systems also introduce the concept of a "soft close". That's where the rep or automation can assume that the client may not get back in touch. SLA and resolve time is calculated based on that soft close, but the case may still be reopened by the client. It's not until there is no activity on the case for XX days that the case moves to hard close and is immutable. That often triggers case closure notifications and cSAT surveys as well.

Which is my rambling way of saying that your answer won't work for most of the organizations I work with. Is there anything in the works that might make this better?

Re: SLA Excluding Lapse Time

danmoyle — Thu, 18 Jan 2024 19:26:15 GMT

Hey there @Staceylm - sorry for the delay. I didn't see the notification without the tag. I don't have a different solution as this is how HubSpot functions. So I'd suggest adding this to an idea in this forum where product managers montitor feedback and requests. Cheers!