Real Time in Ticket-Status reporting function

HubSpot Ideas
1

The HubSpot Time in Ticket-Status report is total useless, as it just counts the time from the FIRST time entering the status to the LAST time leaving the status. If the ticket was in a different Status in between, it’s not calculated out!

If a ticket was 3 hours in this phase and then 3 hours in another and then another 3 hours in the first, HubSpot will not make it 6 hours, but 9 hours in total.

The data is there, and you could also extract it with custom code. Unfortunately, Service Pro is not enough for this!

It would be best if HubSpot just over us the calculated values as properties.

It would also be nice to be able to take holidays/weekends in and out here.
One more thing regarding HubSpot’s existing Time in Ticket-Status Report. There is another big issue here:

The average value is taken from all tickets and not from tickets that have ever had the status.

This also makes the report quite useless for most service teams. For example, we want to know the average time of tickets that are in development. Of course, not all tickets are in development. Unfortunately, you can’t set “has never been” or the same filter in the report to compensate for this.

That are basic functions I think!

2

Hi @LKlaßen4 , thanks for reaching out, we really appreciate your feedback. I just sent you a direct message with a link to my calendar to chat more about this.

3

@mollmannny update on that? I think it’s best if you share any insights publicly, as I’m sure there are others looking for answers

4

We are currently in planning for a project to enable more accurate and powerful time in ticket status reporting. We will review the operating hours feedback as part of a later iteration. We will and will update you when once we will start looking for private beta participants.

5

Woohoo! Looking forward to it, thank you @mollmann

6

@mollmann I would love to be added to the beta participants group please! Do you have any indication of a timeframe for this?

7

@HitrakCS current plan is 2025. I will keep y’all posted!

8

Hi @mollmann,

this is something we also absolutely need and expected to have in Hubspot, since it exists for Deals (Time spend in Deal Phase). Our Service Tickets also go back-and-forth between “Waiting on Customer” and “Waiting on us”, the total waiting time per ticket or average time spent in each phase are necessary KPI for us.

We would like to be informed about any updates on this and stress the importance again. Thanks alot!

9

Looks like what we need (Ticket Status date/time stamps and cumulative time in status properties) are now live (possibly as of March 6th).

10

Hi everybody,

we have now delivered this functionality.

Service Hub Professional and Enterprise customers will now have access to new data points about the time in ticket status. Each ticket will now have new properties that can be used in report builders and segmentation alike:

  • Date entered ticket status
  • Date exited ticket status
  • Latest time in ticket status (calculated using the two properties above)
  • Cumulative time in ticket status (for tickets that re-enter a ticket status multiple times)

Users will also be able to access out-of-the-box reports with these new data points in the Help Desk Analyze Tab as well as the Service Hub Analytics Suite.

Let us know if you have any questions or feedback.