Tickets are showing negative "Time to close" hours while expprting

[TCustomerCare]

We've encountered in HubSpot concerning the "Time to Close" metric for several tickets assigned to our agents. It appears that some tickets are showing negative hours, indicating that they are being closed before their creation timestamps. This happens while we select multiple agents while extracting reports.

[kennedyp]

Hi @TCustomerCare! Welcome to the Community-- happy to have you here 😊

I understand that the Time to close (the time between when the ticket was created and closed) is displayed as negative in the report builder. Can you share some screenshots of your report configuration and any negative numbers you see? 

From what I understand, the "time to close" property is updated via the following formula: Close date & time - Create date & time. I am eager to see an example of one ticket that resulted in a negative time to close and what the create date and close date are! 

Please let me know if I did not understand your questions or if you need additional clarification! I am eager to solve this with you.

Best, 
Kennedy
 

[TCustomerCare]

Hi,

PFB screenshot.

[image: image.png]

[kennedyp]

Looks like that didn't upload as expected! Could you try again? 

[TCustomerCare]

Hi,

Please find the attachment.

[TCustomerCare]

[TCustomerCare]

[TCustomerCare]

Please find the above screenshot.

[TCustomerCare]

Hi,

I have filtered out the negative ones only in the above screenshot, actually it contains both negative and normal ones.

[kennedyp]

Thanks for those screenshots @TCustomerCare! It looks like the create date in the first row is about 10 hours after the close dates. How are these tickets being created? Are they just coming in from chats? Additionally, what is determining the close date or how are the tickets being manually closed?