How this hasn’t been solved, or even addressed is wild. We have been asking for this for years. We’ve used Autotask, ConnectWise and even Microsoft Dynamics CRM to do this very thing - simply track time agains tickets - and Hubspot ignores our requests.
This is the main reason we cannot fully switch to HubSpot at this time.
We could really use this. For the same reasons as stated above. Trying to figure out a workaround for now because we love working with Tickets so much.
I think this is a useful request, not just for billing as often mentioned, but to improve forecasting for the team and make scheduling for a customer service team easier.
We need the ability to track time spent on service tickets. “Time to close” tracking isn’t enough for robust analystics related to customer support.
It would be a very helpful feature to track the time spent on Tickets, Projects or other objects. An absolute must for offering paid services.
We would LOVE to see this feature!! We have Service Hub Professional and would really like to see this feature. We currently offer unlimited support- but want to scale that back to X hours a month. To do this, we need to have a way to keep track of the time spent in each ticket submitted by a company (Filter on Domain)
We have pretty much given up on asking, and have stopped using Hubspot as CRM because we’ve had to purchase other ticketing software to track time and that came with a CRM platform. We really wanted to make hubspot work, but 5 years with no response to this request has pretty much made the decision for us.
Same, we went with another system because of this. This “hubspot community”
thing seems like a way for them to give the impression of caring while
actually doing nothing.
@JLagerweij . Thanks for the suggestion. Though, $25/Month/User is not exactly a reasonable price for simple time tracking. I get there are other features in that suggested integration. But it’s not a feasible solution to this somewhat trivial request to add time entries to a ticket. PSOHub seems designed to solve a ton of unlrelated problems which we already have solutions for.
We need this!
We need to automatically track how much time is spent on tickets, either in the ticket or in the inbox. All of the integrations available allow you to manually track the time, but I need to see who is opening the tickets and how long they’re open. A property doesn’t get updated every time a ticket is worked, so we need to see who is opening the tickets and how long they’re open for. Another detail I’d like is for people to leave a reason as to why they viewed a ticket before they can leave the screen. I want to report on how long the ticket owner spends on the ticket compared to people that aren’t the ticket owner. I’d like to capture who was the ticket owner at the time the ticket was being viewed since this changes over time.
Every time a ticket is viewed, this is the information that should be captured *automatically*:
We also need this. We came to Hubspot from Freshdesk. Freshdesk had a clock that we could set to start tracking time once the ticket is opened and would stop tracking time when the ticket was closed. I know Hubspot is more robust in a lot of ways, but the things we lost when making the move to Hubspot is growing because some basic functionality isn’t there. Hubspot, please work on this. We really need this feature. People have been asking for it for years and we still need it. Has anyone else come up with a solution to this problem? I won’t pay the $25/month/user as we have 10 users working tickets. That is absurd for something so basic. If Hubspot isn’t creating this because they have things in the App marketplace where I can pay to get this done, that is ridiculous. Freshdesk was a 100x’s cheaper and that feature was free.
We also need this to record the number of support hours used by our customers. Please provide an update HubSpot team, it has been 4.5 years since this idea was posted…
I don’t understand why there is no such option as phase-tracking for tickets.
As a first step it would be sufficient to have the timestamps “Date entered / exited” as we have in deals.
Hubspot, please implement this!
It’s been over 5 years since the first ticket was submitted!
Although it seems this is falling on deaf ears, I will also chime in.
This is a necessity for marketing a service piece - especially when named ServiceHub. We are using both SalesHub Enterprise and ServiceHub Enterprise, and the only option for time tracking at a true KPI level is to purchase another app, most of which are (at best) clunky and unhelpful, and (at worst) a total waste of money? Please HubSpot - take some of the marketinghub and saleshub dev time and put some in to servicehub dev time.
It is so extremely important to a service organization to be able to measure KPI’s for customer satisfaction, tool utilization, and service rep efficiency.
Insane that hubspot doesn’t have this STILL … GIVE THE PEOPLE WHAT THEY WANT !!!
Salesforce has this feature too, and it was so valuable. If you have a CRM without the best Omnichannel routing, like Hubspot, it’s beneficial to be able to track “Active Time” (meaning time is counted when they’re in the ticket and working). It was a fair metric to hold agents to over “handle time”, and it gives you a solid idea of how much work certain ticket types take
Seconding all of the comments here. How is this not a thing yet?! Come on Hubspot…
Looking to switch our service department to Hubspot but need this solution please. Time tracking is essential when billing by time.
Third-party solutions are great but nothing beats a native feature for confidence in a system.