topic Re: Ticket Due Dates in Knowledge Base Tool

Ticket Due Dates

RRubright — Tue, 18 Apr 2023 23:00:47 GMT

Hello first time poster, new to HubSpot, so please excuse me if this has been asked or if I need to post elsewhere.

Am I understanding correctly, Service Tickets don't have due dates, only the tasks within them do?

Re: Ticket Due Dates

Jnix284 — Wed, 19 Apr 2023 01:15:26 GMT

Hi @RRubright that's correct, a ticket has several date properties by default, including create date, close date, last activity date, etc.

You can create a custom property for Due Date that you can add to reports, views, etc. by going to your HubSpot Settings > Properties > Ticket Properties > Create property:

Then choose Date Picker as the field type:

Then set the rules you want the date property to follow:

I recommend starting with any date, that way if someone forgets to add the due date, it can still retroactively be added.

This custom property can then be added to your ticket sidebar so its visible in the conversations inbox, etc.

I hope this helps get you the information you need!

Re: Ticket Due Dates

DStaat — Thu, 22 Jun 2023 20:53:11 GMT

Hey RRubright,

We have an app called Timerman that allows you to set SLAs for your tickets (basically things like how fast it needs to be solved after opening). It also tracks how long it spends in each stage by the minute. Check it out here.

Let me know if you have any questions or need help setting up! I'd be happy to jump on a call with you.

Best,

-David Staat