A feature that has been highly sought after by our team and many others in the Hubspot community is the ability to have reporting metrics (time to close, time to first agent response) honor working hours. Due to this shortcoming of Hubspot, reporting metrics are incorrect and unusable as data is now inaccurate. Using working hours in these metrics would immediately resolve this issue and bolster Hubspot’s reputation as a legitimate CRM tool.
Another essential feature is the ability to pause ticket’s elapsed time depending on the stage of the ticket in the pipeline. I imagine this would function as a checkbox in the pipeline/stage settings where a ticket’s elapsed time will not be increased should it ever reach the configured stage e.g. Stage: On Hold - Pause: Y/N
I look forward to using Hubspot to its full potential and would be encouraged to recommend this to others once these features have been developed and applied. Unfortunately, as it stands this makes Hubspot a slightly amateur product compared to other CRMs available in the market.