Probability Rates and Age for Ticket Pipeline

[leenalzubi]

Hello!

I am trying to find a way to:

1. Find the # of days a ticket spends in a partocular stage within the ticket pipeline

2. Find the probability of a ticket reaching a stage (such as churned/ saved) once it enters a particular stage 

For context, I have a retention ticket pipeline where a ticket is created once a client is at risk of church. The tickets can enter stages like "at risk" or "escalated" or "churned". I need this information for forecasting purposes.

Any help is greatly appreciated!

[EMcCuin]

There is a way to determine time in ticket stages, though it requires a bit of configuration.

You need to create datetime properties to stamp the time a ticket moves into each stage -- Datetime properties can only be created through an API call (use this link for a tutorial: https://www.youtube.com/watch?v=2R2fRYXmXUI). 

I named my properties: Ticket Stage Timestamp: [Pipeline - Ticket Status Name] and made one for each status in the pipeline. 
You need to create a workflow where Ticket Status = Known, then create an if/then branch of each ticket status (Ticket Status is any of: [First Ticket Status]). Then clear the property you made for each stage, then set a property value (set a date stamp) for that property. 

Then you need to create a brand new property for each ticket status that is a calculation of the time between two dates. I named my property Ticket Status Time Between: [Ticket Status Name]. Then you set to calculate time between previous ticket status and current ticket status. 

You can then report on AVG time tickets spend in each stage down to the second. 

It's not as difficult as it seems to setup and it's been pretty handy. If you have Ops Hub, you can take it a step further and set up ticket deadlines in each stage and get notifications/reporting if anything is over the time limit. One thing with this method, each ticket must not skip stages or else the time bewteen calcuations won't fire. 

If you want help setting up further, I am happy to help off the forum. 

[kvlschaefer]

Hi @EMcCuin and @Jnix284,

Thanks for sharing your thoughts! 

These are great ideas 🙂 

Best,

Kristen

[kvlschaefer]

Hi @leenalzubi,

Thanks for reaching out to the Community!

These are great questions 🙂 

HubSpot does not have a native feature at this time to track the amount of time a ticket spends in a particular stage. I would encourage you to upvote these related feature requests in our Ideas Forum to show your support:

• Ticket Funnels Report
• Time in Ticket Status reporting function

I would also like to invite our subject matter experts to this conversation to see if they have advice.

Hi @Jnix284, @franksteiner79, @jolle - Do you have any recommendations for @leenalzubi's reporting questions? 

Thank you!

Best,

Kristen

[Jnix284 · Accepted solution]

Hi @leenalzubi as @kvlschaefer mentioned, this data isn't available for tickets, but it is available in the sales pipeline.

My suggestion would be to create a deal pipeline instead of a ticket pipeline so you have greater tracking.

You could use this template from the report library as a starting point:

This post has a lot of great insights about creating a deal pipeline for churn