How to create a SLA Time to Close % - KPA

Service Hub Tickets & Conversations
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I need to create a report that will compare the number of tickets that were completed with in the SLA vs the number of tickets that were created.

(Number of Tickets Closed Within SLA / Total Number of Closed Tickets) × 100

No matter how I approach this it does not seem possible that Hubspot custom reports can handle this. I can’t be the first person to hit this issue,

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Meant KPI^

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Hey @jpaprocki,

Thanks for posting in the Community!

I’d like to tag in some Community experts here to see if they have a solution for how you might be able to build this type of report. @karstenkoehler, @danmoyle, and @Josh - do any of you have any recommendation(s) for @jpaprocki ?

Shane, Senior Community Moderator

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Hi @jpaprocki,

The closest you can get to this is with a pie chart or donut chart - which will show you the total and %.

“Completed within SLA” would have to a custom report formula that returns either as a bolean or a Yes/No: Create formula fields in the custom report builder

You can then simply visualize the count of tickets by this custom report formula. Via mouse over on the chart, you’ll see the ticket total and also the %.

Best regards

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Welcome to the Community @jpaprocki! Great advice from @karstenkoehler. I’d also submit to you that upgrading HubSpot with Data Hub Enterprise is another option. It’s not cheap, so I’d only upgrade if other Data Hub features (data quality, custom objects, governance, or integrations) were helpful. But with it, you could use a dataset with a summary formula, then build a single-value KPI/table/chart from that dataset. This avoids relying on a donut chart hover state Karsten suggested and produces the actual SLA-compliance percentage as a measure. It would take some strategic thinking and some deeper analytics brain power, but that would be another option.