Missing "Time to First Agent Email Reply" Values in HubSpot Tickets

Smart CRM & Sales Hub Dashboards & Reporting
1

Context

In HubSpot, I would like to build a time-series chart showing the monthly median time to first response, i.e., the time it takes for an agent from my company to reply to a newly created ticket.

Problem

Many tickets have no value for the “Time to first agent email reply” property.

After a preliminary investigation, I found that tickets are automatically created when an email is received in the HubSpot Help Desk. The delivery team handles these tickets using both:

  • a shared support mailbox (support-csm@), and
  • their individual professional email addresses.

Question

Could the missing values for the “Time to first agent email reply” property be caused by the fact that HubSpot only considers replies sent through the Help Desk channel (support-csm.) when calculating this metric?

In other words, if an agent replies from their personal company email address rather than from the Help Desk mailbox, would HubSpot fail to populate this property?

2

Hi @NChamberland,

Here’s the official definition for that field: HubSpot's default ticket properties

Time to first agent email reply: the time between when the ticket was created and an agent first replied. This is automatically set by HubSpot the first time a user replies to an email associated with the ticket from either the conversation inbox or the ticket record. The property will not update if the email is not associated with the ticket, if the response is sent from another inbox (e.g., Gmail, Outlook), or if the email is manually logged on the ticket record.

Does that match with what you’re experiencing? If it doesn’t, I’d recommend reaching out to HubSpot support in-app via chat or email so they can investigate why the property isn’t behaving like described.

Best regards!