Hi,
We want to analyse the hourly ticket volume to adjust working hours.
Is it possible to visualise the hourly ticket volume within a week? This should include new tickets (=column “new”) as well as incoming answers on existing tickets (= column “waiting on us”). We already have a report showing tickets total over time but the minimum frequency is daily and the date property is “create date”.
Best regards,
Kerstin
Hi @KDreesen,
In the custom report builder, you can specify which ‘Date part’ about a date property you want to see. Simply change the dropdown to ‘Hour of day’ and you’re all set.
Best regards!
Thank you. Unfortunately this doesn’t solve the issue. We do not need the hour of day. We need to see the ticket volume within a week on an hourly basis. Like a line chart from Monday to Sunday. X-axis shows the hour but from Mon to Sun.
Goal: To see whether the ticket volume drops at 5pm from Mon to Thu or Fridays at 3pm. Ideally for “last 7 days” with one week shown or “last 14 days” with two weeks shown or “last month”, …
@KDreesen this is currently not possible as the minimum interval for date properties in reports is daily. You could request an hourly interval in the HubSpot Ideas section of the community: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas
As far as workarounds go, I’d recommend simply exporting your tickets and visualizing this Excel or Google Sheets. The export should contain the exact timestamp.
Alternatively, if you filter the report I suggested above for any randomly picked week and specify the exact dates for Monday through Thursday, then clone report for Friday, you can also find out whether the volume dropds as expected.
Hi Kerstin,
HubSpot’s native reporting is great for high-level trends, but you’re right — it doesn’t support hourly granularity or multiple activity types (like “waiting on us”) in one view. A good workaround is using a tool like Coefficient to pull ticket data into Google Sheets. I often found that doing analysis is much easier on a spreadsheet in comparison to building it out directly in HubSpot. From the spreadsheet, you’ll have greater flexibility, being able to group by hour, filter by status, and build custom visualizations to spot volume spikes and adjust staffing accordingly.
Let me know if you’d like more info!
