We desperately need the ability to track our first response time on any given ticket. Currently, we can only track this for email responses. This is an issue because many of our tickets are responded to over the phone.
For Example, customers submit a support form that creates a ticket. If our customer service team calls them about it, we have no way to track how long it took to call them. We can only see how long it took for them to email them. This seems like it would be possible because we log our calls on the ticket.
The report below clearly demonstrates where hubspot reporting could be better if we had this ability. We could track response times over email, form submissions, and phone calls/voicemails.
Not having this ability also makes it harder for us to identify tickets that are taking too long for us to respond. Not tracking other methods makes the reporting data almost meaningless for us because it is missing so much of the full picture.