Support Ticket Time Extension

HubSpot Ideas
1

I assume, like myself, that most of us are using HubSpot for work, during the workday. Being this, it’s extremely hard for me to consistenly respond before the 7 min ticket close period.

My suggestion is to offer a time ticket extension when asked by the client at the begining of the conversation.

Ive needed this numerous times & consistenly have my tickets closed on me before Ive had my issue resolved.

Ive also asked them to not close the ticket if I exceed that timeframe & in which they tell me it’s automatic which means it would have to be implemented.

Please take this into deep consideration,

Thanks!

2

Hey there AWintermute! We have an app called TimerMan that can help! It allows you to audit ticket times (including tickets with the “New” status). It also allows you to set your business hours so ticket times don’t pile up outside of regular working hours.
So if you had a new ticket created outside of your regular working hours, time wouldn’t be logged for it until your workday starts. And when your workday ends, the time would pause. I’ll leave a link to it below if you’d like to check it out.
I hope this solves your problem! I’d also be happy to hop on a call with you to help you get set up!