Pipeline reporting

[PCSanders121]

Hello,

I am working on a service pipeline report and have a scenario that skews the report.  We want to report actual time a ticket was closed however, if a client responds to the ticket, it reopens it, thus causing the closed time to be readjusted.  Is there a way to calculate the actual time it was closed or show closed vs. reopened?

[karstenkoehler · Accepted solution]

Hi @PCSanders121,

What exactly are your report settings for this? Are you using a template?

Generally, if this is one of the "locked" reports in HubSpot, there isn't any setting (that I'd be aware of) which changes this. If it's your own custom report, you can do the following:

1. Create a custom ticket property "Time to close (excluding reopens)"
2. Create a ticket-based workflow that enrolls tickets when "Ticket status is Closed".
3. In this workflow, there is just one action: Copy property value from "Time to close" to "Time to close (excluding reopens)". Without re-enrollment, this is only triggered once – which is what we want. In our custom property, the time to close is frozen.
4. Create your custom report based on "Time to close (excluding reopens)", not the default ticket property.

Hope this helps!