We have a service team working within Hubspot and have a Dashboard to tracking team performance including response and resolve times.
I would like to recommend adding the ability to set response and close times be counted by working hours, current setup works on a 24 hour clock, 7 days a week, due to this we get incorrect response/close times.
I came on here to submit the exact same idea! Lead response time reports are skewed by weekend and overnight hours when our SDRs are not on the clock.
Although it’s helpful to see how long a Lead is waiting for a response, we’re really wanting to see how quickly our sales people are able to respond to leads coming in within their working hours.
@AHinkle the only way we have over come this is by creating a customer code where we count the working hours between the object created and first response. This then gives us a number in digits (1.2 hours, 1.8 hours) which again not ideal but gives us more than we have from the system.
Hi, this is highly essential for all ticket/conversation properties!
Yes, this is definitely needed please!
This is something we need for a couple of our partners. We have spoken with multiple service teams that do not operate 24/7 and need a feature that allows for accurate reporting on time to first response and time to close.