I have a pipeline for adding users to a platform that we’re tracking as a ticket with a changing ticket status. I’d like to generate a report that shows how long tickets spend in a particular status on average over time, which I tried to do by plotting a line graph with Average (Time in {ticket status}) as a y axis over create date as the x axis. However, the plot generated is a flat line at 0, and when I inspect the source data, the Time in {ticket status} is “-” for every ticket, and I know some of the tickets have spent some time in that ticket status. This happens for every ticket status I try. Am I misunderstanding how the “Time in {ticket status}” data source works. The screenshot below shows my settings. I also tried adding a filter for “Time in {ticket status}” > 0, but that made it return zero tickets.
Hi @joenunez,
Have these ‘Time in’ properties been created by you or another team member? (You can double check by going to settings > Properties > Filter by: Ticket properties and finding the property. If it doesn’t say HubSpot in the Created by column, someone from your portal has set this up.)
I’m asking because at the moment there isn’t HubSpot any native property for ‘Time in’ for tickets, see here. (Although there might be a chance that you have access to a beta for something new and I do not.)
Currently, I think there is only one workaround, using workflows (which are only available in Professional and Enterprise):
Create custom date picker properties for each ticket status
Ticket status ‘New’ date
Ticket status ‘Waiting on contact’ date
Ticket status ‘Waiting on us’ date
Ticket status ‘Closed’ date
Create custom calculation properties to calculate the time between the date properties created above
Time in ‘New’ ticket stage
Time in ‘Waiting on contact’ stage
Time in ‘Waiting on us’ stage
Create ticket-based workflows for each date property, setting a date stamp
Now, when a New ticket is created, the workflow will set a date stamp. Once the ticket moves into the Waiting on contact, a new date stamp will be set and the Time in ‘New’ ticket stage property will calculate. Same logic applies to the other ticket statuses. Time between is measured in days which allows for building reports and visualizing how many days a ticket spends on average in each stage.
Hope this helps!
Thank you Karsten for your help
Hello Karsten
Great solution! 
Can we measure the “time between” in hours:minutes?
Hey team, I am implementing something I think can account for the ‘time in ticket stage’ issue here. I’d love some feedback before we go live…
1. Create a custom number property called ‘time in status’
2. Create a workflow with enrollment trigger (with re-enrollment turned on) of ‘ticket status is known’ with two actions: clear the time in ticket status field, and enroll in the next workflow
3. This is a scheduled workflow to run every morning. The enrollment trigger is Time in stage is known. And the action is ‘increase time in status property by 1’
@joenunez - In case anyone is looking for an update - HubSpot now has an out-of-the-box report called “Time in ticket pipeline status.” You can use that and just make a few tweaks to fit your exact visualization needs.
@karstenkoehler, thanks for your reply. When I looked in the properties list, none of the “Time in {status}” properties showed up at all. I reopened the report to look at it, and the property is now just called “hs_time_in_6267746” (this name doesn’t appear in the properties list either), and no “Time in {status}” properties appear when I search the data sources in the report, so I’m quite puzzled as to what’s going on there. The report is marked Beta, so it’s possible that I was looking at a beta feature which has been turned off since my post. I will try your suggestion of creating a custom property to achieve the same result.
I really hope that the mysterious beta report means it will be an available feature soon! I really need this!
I, unfortunately, have not had any luck in being able to create a time in status in tickets either. Hopefully, someone comes up with another idea.
Hey joenunez,
We have an app called Timerman that would solve your problem! It tracks how long your tickets spend in each stage and adds them as properties. You could use these properties in your report. Check it out here.
Let me know if you have any questions or need help setting up. I’d be happy to hop on a call with you!
Best,
-David Staat
Hi everybody,
I wanted to share an update on additional functionality about ticket time in status reporting.
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.
Hello,
These new status reports sound great, but I can’t seem to get them working. I’m seeing the “latest time in” and “cumulative time in” status values are randomly empty for lots of tickets. I can’t figure out any rhyme or reason to why these ticket properties are randomly empty or not.
[It’s blocking me from uploading an image. Happy to send an image of the broken interface via DM/email]
I was trying to manually configure SLAs because the SLAs (time to next response) are also broken, but it seems like everything’s just broken and unpopulated.
It seems like manually switching the ticket status back and forth gets these values to start populating - right now we have workflows that move the tickets between statuses so that the SLAs pause when we’re waiting on a reply from the customer, but it seems if a ticket enters a stage via a workflow, the timers don’t start? I’m not sure if this is what it is, but manually changing statuses around seems to occasionally start the timer.
Hey @SneedFeedAndSeed, I hope that you are well!
Thanks for reaching out to the HubSpot Community!
Just to clarify, the ‘Latest time in’ and ‘Cumulative time in’ properties don’t populate for a ticket’s current status until the ticket leaves that status, so if you’re viewing a ticket that is still actively in that stage, blank can be expected.
Here is a similar topic " Cumulative Time in Deal Stage reporting not correct - #2 by karstenkoehler " that can help clarify things.
Separately, if you’re trying to pause SLAs by moving tickets through statuses via workflows, check whether you’re on inbox SLAs versus help desk SLAs, inbox SLAs have limitations around workflow-created tickets, while help desk supports native SLA pausing based on ticket status.
I’d love to have some insights from our Top Experts: Hi @karstenkoehler and @danmoyle do you have any tips for active-stage reporting, to help @SneedFeedAndSeed, please?
Thanks so much and have a lovely day!
Bérangère
@SneedFeedAndSeed if you need to add screenshots, please send them via email to community@hubspot.com with a link to this Community topic.
Hey there @SneedFeedAndSeed. I think what you’re seeing is tied to whether HubSpot is actually writing the stage timestamps that power those properties. HubSpot defines Latest time in [status ID] and Cumulative time in [status ID] as calculated from Date entered and Date exited ticket stage properties, so if those timestamps don’t populate, the time fields can stay blank.
It also sounds like there may be a workflow timing issue, since manually changing the status seems to kick the timer on while automated moves sometimes don’t. I’d test a simple ticket that’s moved manually versus one moved by workflow and compare whether the Date entered [status ID] field updates in both cases.
I do think a screenshot could help, as could a live conversation. Have you contacted HubSpot Support in your portal to have a call with them? If not, maybe one of us could try to help. Karsten and I are both users and consultants, not HubSpot employees. But we do try to help the Community as best we can!
To add to what @danmoyle shared (thank you!), I’d suggest using ‘Date entered current stage’ or ‘Time in current stage’ to get a value.
Let us know if it helps!
Bérangère
Hi @Berangere and @danmoyle
Thanks for all the additional information, in that case I suppose “latest time in” isn’t any use then, as I was hoping to use this data for SLAs. In that case, i’ll just use the “time in current stage”.
The main question still is, why aren’t the SLAs populating? I can’t figure out any rhyme or reason to why the SLAs are actually being calculated vs being left as – vs. having no value at all.
Hey @SneedFeedAndSeed and thanks for getting back to us!
If the SLA fields aren’t lining up as expected, a great first step is to check whether the tickets in question actually qualify for SLA calculation.
SLA properties aren’t applied to every ticket by default. For example, inbox SLAs only kick in when there’s a conversation linked to a ticket, and these don’t apply if the ticket was created manually or via a workflow rather than directly from the inbox.
Also, SLA timers are updated specifically when replies are sent from the connected team inbox, not from a personal inbox or outside HubSpot.
If you’re reviewing the newer “time in SLA hours” properties, it’s good to know that these are specific to help desk tickets and only populate for data from January 2025 onward. So, if you see that some tickets display a value while others show a dash or remain blank, this usually comes down to differences like the ticket’s source (inbox vs. help desk), how responses were sent, or whether the ticket ever met the criteria for SLA tracking.
At this point, it’s helpful to compare a ticket where SLA is working as expected with one where it isn’t. Consider checking:
- How and where the ticket was created
- If it’s an inbox or help desk ticket
- Whether replies were sent from the connected team inbox
- If the ticket was created after SLA rules were enabled
- Whether you’re looking at an inbox SLA property or a help desk “in SLA hours” property
If everything lines up and the SLAs still look inconsistent, it might be best to reach out to our Support Team, sometimes these cases are account-specific and require a closer look internally.
I hope this helps!
Have a wonderful day!
Bérangère
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