Currently, HubSpot Service Hub does not include built-in time tracking features for support tickets. This means users cannot log time spent per ticket, track work duration, or use automatic timers directly within HubSpot.
To manage time tracking on support tickets, users must rely on third-party integrations.
Feature Request:
Introduce native time tracking capabilities within support tickets. This could include features like:
Logging time entries per ticket
Automatic timers for tracking work duration
Reporting and analytics on time spent across tickets and agents
Having built-in time tracking would streamline support workflows, improve SLA management, and eliminate the need for external tools, especially for small to mid-sized teams that want an all-in-one solution.
The timer is a feature we used extensively when we were on FreshDesk, and we wish HubSpot had a similar feature. In FreshDesk, the timer begins automatically when a ticket is actively viewed. If the agent closes the ticket window (but the status remains “open”), or if they move to a different screen or app, the timer pauses. It tracks the cumulative time spent actively working on/reviewing a ticket. We found it exceedingly helpful for identifying issues, such as agents who spend excessive time on tickets that should be simple to resolve, or customers who ask repeated questions on the same ticket that require longer responses - an indicator of knowledge gaps or our ability to explain solutions effectively. We also used each agent’s average time spent on tickets to help calculate team capacity. Hopefully, this is something HubSpot adds natively in the near future. Since it’s not very “AI”, it’s probably not a high priority…