Hello everyone,
In order to see if the teams are dealing quickly (or not) with a new ticket, I would need a feature on the fact that I can have a delay (in days, hours, minutes) on the time a ticket spends in the “New ticket” column.
This delay would be stopped when the ticket moves to another column, other than “New ticket”.
The objective is also to break it down by month.
Is there any other solution in the meantime ?
Thanks in advance.
Hi there Adrien! We have an app called TimerMan that can help! It allows you to audit how long a ticket spends in each phase of a pipeline.
You can also set business hours so time only gets logged during your workday. And since you’re wanting to see if new tickets are being responded to quickly, TimerMan also lets you set a “Time to first response” target. I’ll leave a link to the app below if you want to take a look.
I hope this solves your problem! And I’d be happy to hop on a call with you to help you get set up.
https://ecosystem.hubspot.com/marketplace/apps/customer-service/help-desk/timerman-by-a8labs-510130