I have been trying to implement markers for tickets waiting too long for a response either by using the SLA function built into Hubspot, or with ticket tags.
The problem is these both mark the ticket for the whole journey.
For example:
If the ticket sits in New too long with no response, its marked as overdue.
If the ticket is then waiting on the client, its still overdue (we dont need a SLA marker here at all, the ticket is waiting on someone else.)
Then the client responds, its still overdue.
Instead it would be good if you could set SLA or tag by status. When the status changes the timer would reset, and would only become overdue after being in the new status for too long.
At the moment I can only measure time to close, or time to first response. Whereas ongoing tickets that are waiting for a response form our users are going unnoticed with no way of tagging.
I agree with this- we need to be able to dynamically see where exactly each ticket is in a pipeline and in relation to our SLA’s. While tickets themselves can be prioritized it’s impossible for an agent to prioritize their responses when there are not accurate labels for tickets.
We’ve gotta be able to do things based off status. I get wh it wasn’t originally included because the status it is sitting in should be the “tag” itself. But to the original idea submitter’s point, they want to use it as only part of their criteria for a tag.
Similarly, in my company’s case, we have tickets that might end up in a dispute ticket status and as they move around other ticket statuses when they respond and we have to review, it would be good for the colored status of Dispute to be on the tickets that have ever been in the dispute ticket status so our team knows they are “escalated” in a sense and need to be handled differently. Also, even when tickets get closed, we will be able to filter by tags to see how many of them had been part of a dispute process vs how many were able to be handled normally.
Being able to include ticket status in the filtering right now is really important and critical for our team. I’m going to have to gerryrig something behind the scenes for now which stinks. Hoping this launches soon!
Our organization just recently asked about this so we can use our Hubspot like we used Zendesk and was directed to this thread. Please add this feature!