Want to track time spent in each ticket statusSOLVE
Dec 26, 2018 1:58 PM
Hoping to pick some brains on a potential solution I'm working with. I'm aware that the Tickets API is still a part of the developer preview program.
Unlike Deal stage, there isn't a "time spent" property equivalent for ticket status (aka ticket pipeline stage). Because of this there's no way to report on that data. Being able to track how long a ticket spends during each status is an incredibly valuable metric for us.
As far as I can tell there's no way to do this within HubSpot itself.
My idea is to create an application that sends a request through API, records the ticket status and its timestamp, and then records new timestamps when the ticket status has been changed. The problem with this is that the API doesn't seem to store any data on previous statuses/stages, so if this application only checks every 30 minutes, and there's multiple status changes within that timeframe, that data will be lost. Neither is the entire application an ideal way to track this sort of metric, but that's what comes to mind immediately.
Any thoughts or suggestions would be greatly appreciated. Thank you!
Solved! Go to Solution.