Calculating Ticket Average Response Time

Service Hub Tickets & Conversations
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1

I am looking to create a report for overall ticket response time (versus time to first reply). I have been unable to find a workaround to do this, does anyone know a way to do this? I need to be able to know the average response time for tickets.

2

Hi @ETvelia,
Thank you for asking the Community and thanks for the suggestion!
I checked for you and at the moment this is not possible.
I’ve noticed a similar idea already present in our Ideas Forum: Tracking and Measuring Average Response Times on Support Tickets and Emails (for KPIs and Reporting). To contribute, you can upvote the existing idea and share more details about your specific use case in the comments.
I’d like to invite a couple of subject matter experts to this conversation: Hi @deepikaverma, @johnelmer and @GrantCarlile can you think of a workaround to help @ETvelia, please?
Also, if anybody else has anything to add and/or share, please feel free to join in the conversation :slightly_smiling_face:
Thanks a lot and have a lovely day!
Best,
Bérangère

3

@ETvelia
I spend some time with this topic. I found a good workaround I think using SUPER SL, HubSpot Sync and Calculated Props.

HubSpot is working on this, but has currently a lot of flaws around ticket time calculation…
Drop me a line if you want to know more :slightly_smiling_face:

4

Hi, yes I would definitely be curious how you worked through this!

5

Thanks everybody for requesting this functionality, we really appreciate your feedback!
I am excited to announce that we just launched a public beta that enables more reporting on messages sent through the HubSpot Help Desk :slightly_smiling_face:!
You will now be able to get reports on:

  • Average customer reply time
  • Customers with the highest average reply time
  • Customers with the highest average wait time
  • Reps with the highest number of messages sent
  • Average rep reply time
  • Reps with the highest average reply time
  • Tickets with the most messages sent
  • Tickets with the most messages received
  • Time of the day when a lot of messages are sent
  • Time of the day when a lot of messages were received

You can already access the above mentioned reports in your Analytics Suite & you can customize the data from there - or build your reports from scratch in the Custom Report Builder!
You can access this public beta in your HubSpot Product Updates using this link.
We would love to hear your feedback - feel free to send an email to helpdeskfeedback@hubspot.com !

6

Update - this funtionality is now live!

You will be able to access these reports in the Service Hub Analytics Suite (Reporting > Service Analytics > Ticket replies) or create these reports from scratch in the Custom Report Builder (Reporting > Reports > Create new report > Custom Report Builder) in the section “Service” and “Help Desk messages”.

You can also view 2 Message Analytics out-of-the-box reports in the Help Desk Analyze Tab (Workspace > Help Desk > Analyze).