Functional Control for ticket SLA timer control (stop-the-clock)

HubSpot Ideas

Status: Idea Submitted

1

Hello there,

Any idea when Hubspot will introduce a Status we can apply to any ticket in Column (Waiting on Customer) etc that Stops the SLA clock from ticking.
Our SLAs are being impacted as no matter what Column/Status th ticket is in, the only options you have in Hubspot are “Open / Closed”
This function has been available in lots of products I’ve used in the past for Support Services / Customer Tickets, when will hubspot build this into their Helpdesk product / Tickets. Thank you.
I can’t believe I’m the only one wanting this functional control? or am I.

2

I am also seeing this issue, most CRM’s allow agility of SLA clock per status. E.g In Transit or Waiting Customer shouldn’t knock against SLA of ticket.

Hopefully this is something to be implemented soon?

3

+1 from me

4

Hello, same issue here! I wanted to create a timer to determine the opening time of our tickets. This timer should stop when a closing date is known. I can’t find anything to set this up. My need is to see how long a current request has been open, and not a posteriori once the ticket is closed. This is very important for us to track delays and efficiency