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.