This is definitely something we need as well, I hope this gets considered by the HubSpot Development Team! @RRDoerr
1000% necessary. Strange you can report on time in Deal Stage but not ticket status!
Yes, absolutely necessary! 
Many thanks for your posting @SarahX 
The goal of a perfect customer service is to be there for the customer when they need you.
Especially if you want to offer live chat, phone support etc.
Only in this way can the planning of the agents’ working hours be aligned with the customer’s needs. By the day is just not enough!
Doesn’t make sense that the customer service agent is there, but the customers are not… Or the customers are there, but the customer service agents are not.
Therefore: Please 
dear “HubSpot feature prioritization team”:
It would be so wonderful if you could implement the feature. 
Sunny greetings from Martina
How is it that 3 years on from this idea being submitted is this feature not baked in to the base set up of Support Tickets - especially when a lot of this functionality is already coded into the Sales elements of HubSpot? 100% needed and critical to general businesses everywhere.
@Eternal_Warrioz Let’s hope this year is the year for Service Hub!
We would absolutely love to have this as well! Sad to see this was from 3 years ago- HubSpot let’s get this going!!
We really need this function!
Yes that would be great to have this report.
We have different departments working on different stages. We really need time within each stage to know where we have to improve.
Yes! As other have said, would LOVE (and really need) a report showing how long the average timeframe is for each ticket stage as well as being able to report on how long each ticket is in each phase. Would love the stage reporting that is available in Deals to be available in Tickets.
We really need this function! Please! 
+1
Hello everybody,
thanks for all your feedback on this.
Can you tell me more about whether the report “Ticket time in pipeline” in the Report Collection Team Performance section would fulfill your requirements? You can break the report down by rep, team and create date and can add filters to it as well.
We really appreciate your input!
Thanks
Marc
@mollmann - this is actually GREAT for my purposes. Thank you SO much for pointing it out. Only other thing I’d love to see in this is a comparison over the previous period. Thanks, again!
Thanks Marc,
This is great! This is exactly what is needed to identify trends and bottlenecks in our systems.
I would still appreciate a way to track this time on individual tickets and apply it to workflows so that an alert can be created if a ticket exceeds an amount of time in a stage or filter for tickets that have exceeded a certain amount of time, but the report does provide a lot of what I need.
“Only other thing I’d love to see in this is a comparison over the previous period. Thanks, again!”
@CaitlinHaire , thank you for sharing additional requirements, I would like to share an idea with you - let me know what you tink. You could change the axis in the Single Object Report Builder to show the average over time. Would the below report give you that comparison you were looking for?
@SarahX, thanks for sharing these detail, much appreciated. I would like to share some ideas and would love to get your take whether they solve your requirements.
Note: I can totally relate to your requirements and I am open to exploring building out native HubSpot features but it would be very interesting to learn whether existing alternatives would meet your requirements as well.
“I would still appreciate a way to track this time on individual tickets”
→ You could create the report and then embed it via CRM Cards onto a ticket record
“apply it to workflows so that an alert can be created if a ticket exceeds an amount of time”
→ You could create a workflow using delays that should enable this alerting
- Enroll ticket in workflow when it entered stage x
- Wait 5 days (for example)
- Check whether the ticket is still in stage x
- If yes, send an alert e.g. a notification
“filter for tickets that have exceeded a certain amount of time”
→ That’s a good one and I can only imagine using the workflow mentioned above to tag tickets (e.g. via a custom property) that are over a certain threshold (that you define).
Let me know what you think!
@mollmann Is there a way within the Ticket time in pipeline report the historical time a ticket was in a paricular stage? HubSpot overall seems to be more of a snapshot in time tool with reporting, but it would help us if we could see how long it spent beforehand. @WNestrud let me know if I missed anything from our conversation on this earlier!
@SGordon531, thanks for reaching out. I just sent you a direct message to dig a bit deeper into your requirements.