topic When will Hubspot Introduce a New Functional Control for ticket SLA timer control in Tickets & Conversations

When will Hubspot Introduce a New Functional Control for ticket SLA timer control

JSK-RAL — Thu, 30 May 2024 09:56:08 GMT

Hello there,

Any idea when Hubspot will introduce a Status we can apply to any ticket in Column (Waiting on Customer) etc that Stops the SLA clock from ticking.
Our SLAs are being impacted as no matter what Column/Status th ticket is in, the only options you have in Hubspot are "Open / Closed"

This function has been available in lots of products I've used in the past for Support Services / Customer Tickets, when will hubspot build this into their Helpdesk product / Tickets. Thank you.

I can't believe I'm the only one wanting this functional control? or am I.

Re: When will Hubspot Introduce a New Functional Control for ticket SLA timer control

PamCotton — Thu, 30 May 2024 20:38:26 GMT

Hey @JSK-RAL, thank you for posting in our Community!

As of now, there is not a specific timeline for introducing this functionality. I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Kindly,

Pam