I agree with this idea. It would be very helpflu feature.
I’d like to echo something from the developer forum:
We would like (read: need) to be able to track time spent in ticket stage, the same way we can currently track time spent in deal stage.
https://integrate.hubspot.com/t/want-to-track-time-spent-in-each-ticket-status/15060/3
I would like for there to be a feature that allows users to start, stop, and log a time within a ticket so time spent on a ticket can be tracked properly. In any other CRM I have dealt with this has been a standard feature.
This is a MUST for us since we are an IT support company, we need to track time both for billing and overall scheduling and employee utilization.
I have been looking everywhere as well for this! Nothing currently integrates with HubSpot either to do this.
Right now we are looking at building our on App that sits on top of HubSpots API to do this…
Rather this be built right into the software itself.
Time spent on a ticket is a valuable measurement for many organizations. While total ticket age (difference between ticket create and close dates) shows how long tickets remain open understanding the actual time spent working on a ticket is important for many reasons (support costing, workforce management, hiring needs, etc.)
It would be great to have something like this added to HubSpot.
This would help especially if a ticket is a higher priority than another - you would be able to see how a support agent should prioritise their work.
Adding a “time per-activity” property might solve this?
A report run on any time period would be able to sum the property. The report’s time period could start/end as the ticket enters/leaves each stage.
Agree. We need this ASAP
+1
This is needed!
This is a must-have for our use case to track where the blockers are in our projects.
Being able to measure, report on, and understand the time spent within each stage of a ticket is very important. Just as Sales needs to understand what may be holding up the sales process on a given deal or if a specific stage is becoming a bottleneck the same applies on the Service side. Knowing Avg Time in Stage can help improve both onboarding and support efficiency.
This would also be incredibly helpful for deal stages. Time spent in each deal stage.
This is must!! Basicly I really do not understand why HS is sooo slow for developing different reports and why they are open reporting “more” so I can manage myself more freely what I wanted to see…
Please add this asap. Definitely needed. This is critical to SLA’s around tickets.
This is a must-have for our use case. We can’t really get insights on how our pipeline is moving without knowing how long a ticket is in each stage.
Thanks
We need to be able to build a report on times so we can analyze our ticketing process. Please turn your focus to the ticketing environment of your platform, as we have had to comprise and find our own way in how to use HubSpot as our only ticketing platform.
Please prioritise this.
As it stands, i can’t do any reporting relating to how long a ticket takes to go from Stage A to Stage X, average time on a given stage etc. All the metrics i need to effectively manage the process and identify bottlenecks can’t be done.
Seems like a core feature oversight considering the breadth of reporting capabilities found throughout HS. Agree completely that this is needed ASAP!