topic How to measure the time you are working on a ticket in Tickets & Conversations

How to measure the time you are working on a ticket

SatGoodUnited — Tue, 05 Mar 2024 16:50:04 GMT

Is there a way for us to track down the time we spent working on an email what properties do I need to update

Re: How to measure the time you are working on a ticket

RSchweighart — Thu, 14 Mar 2024 20:29:31 GMT

Hi @SatGoodUnited, HubSpot provides the ability to track ticket time in stages automatically; however, I'm assuming you want to track active time working a ticket. To my knowledge, HubSpot does not provide this capability. You would need to use a time tracking tool and sync with HubSpot. There are a number of solutions available, such as Everhour or the ones mentioned in this post by @karstenkoehler - Tickets - User time per ticket.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

Re: How to measure the time you are working on a ticket

ANuccio4 — Wed, 13 Nov 2024 22:34:10 GMT

Hello, please let me know how Hubspot has the capability to track ticket time in stages automatically already because I cannot find how or where to do this. Thank you!

Re: How to measure the time you are working on a ticket

RSchweighart — Fri, 15 Nov 2024 21:54:39 GMT

Hi @ANuccio4, I got my pipelines mixed up. Deal pipelines automatically give you cumulative time in a stage. It does not look like this exists for ticket pipelines. I apologize for the miscommunication.

Hopefully, HubSpot rolls out this functionality soon for ticket pipelines, as I think it was a recent update for deal pipelines.

Re: How to measure the time you are working on a ticket

mollmann — Mon, 17 Mar 2025 14:26:49 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.

Re: How to measure the time you are working on a ticket

SBosevich — Fri, 31 Oct 2025 18:56:11 GMT

What does this have to do with tracking time an agent spends fielding the ticket? Is there ANY movement on agent/ticket time tracking native to Help Desk? We are using StopWatch, but if an agent forgets to stop the timer, they have to do math and change 6 log properties, which is a very poor use of their time and prone to error. Who want to calculate the # of days on a 12min ticket? The archaic platform we just moved from had this capability.

Re: How to measure the time you are working on a ticket

STierney — Fri, 31 Oct 2025 19:23:37 GMT

Hey @SBosevich - thanks for posting in the Community!

To clarify, are you responding to the context provided by @mollmann regarding the newly available ticket status properties? I'm trying to better understand if the goal here is to track the actual minutes an agent may spend on a ticket, versus the days.

Shane, Senior Community Moderator

Re: How to measure the time you are working on a ticket

SBosevich — Fri, 31 Oct 2025 19:51:31 GMT

I was hoping that mollmann might have some news about the issue first posted. The issue is the ability to track time an agent spends on a ticket. Not the amount of time a ticket spends in a specific status. These are two entirely different things. I asked if there was any movement on developing a native time-in-ticket tracker like there is in most other ticket platforms. StopWatch as an add-on is fine if you don't forget to clock out. While there is an auto-on (which, incidentally, also triggers when a ticket is being PREVIEWED, so we can't deploy that), there is no auto stop, and no way to force a manual stop when exiting a ticket. When an overage occurs, you have to update the StopWatch properties, which involves updating SEVEN properties, some of which requiring manual calculation. Hence my question to the product manager who provided an update on an unrelated issue. See the screen shot below on the properties that need updating every time a time overage occurs.

Re: How to measure the time you are working on a ticket

mollmann — Fri, 31 Oct 2025 20:09:52 GMT

Hi @SBosevich , thanks for reaching out. Just sent you a message with my meetingslink to dig deeper.