Setting for "Working hours" for ServiceHub

The ability to have a global setting in which we could set working hours for our support team who is using ServiceHub.

  1. This would allow us to drive workflows and autoresponders for tickets and conversations submitted outside of working hours.
  2. It would also allow us to obtain a higher degree of accuracy for our analytics.
    1. Example: Average Time to Respond Over Time, Average Time to Close, Average Time to Respond all are taking into account the weekend.
    2. We need the ability to pull the tickets that are submitted over the weekend or holidays (outside working ours) to start the time attributed to that ticket once we are inside of working hours. Example: working hours are M-F 8am-5pm. A ticket is submitted at 7:30pm on Friday. The counters on that ticket should not start until 8am on Monday when our team is back working again. Currently, we have data that is showing subpar response times.

 

HubSpot updates
15 Replies
tmcginnis
Regular Contributor

Yes to everything you said! We have the exact same issue with reports skewing our First Agent Response time up because of tickets that come in while we're not working.

 

 

Kasiek
Regular Contributor

+1

claireWorkCast
New Contributor

I would like to up load this

arennaker
New Member

Hello, I also would find having reports in business hours very useful! It does not make sense for us to set business hour SLA's for our company when we cannot report that..


Thank you!

Sami
New Contributor

For our company the reports in business hours are critical aswell. Hard to beleive this is not possible in Hubspot.

jarti
New Member

This feature would be very inportant in our business.

HubSpot Employee
HubSpot Employee

This is important for finding accurate metrics

d_greenhalgh
New Contributor

+1

rstober
Occasional Contributor

This is one thing keeping our service team from using Hubspot. Needed ASAP!

jasondep
Occasional Contributor

+1 This is a big blocker for us

TJ1319
New Contributor

This feature is very important because it affects the accuracy of our turn around time assisting our clients.

cscheible
New Contributor

We really need this to.    Has it not been done yet?

mandisharma
New Contributor

Would love this as well! When a customer submits a ticket (let's say on a friday at 5:30pm) and we aren't able to respond until Monday morning it severally alters our response time and time to close. Would love to be able to exclude non business hours from these calculations. 

Bryantworks
Regular Advisor

I have a few clients who would find this super beneficial!

LiamW
New Contributor

Not only would this help in reporting for all companies that do not offer 24 hour support, but it would also enable them the ability to ensure they are fulfilling on Service Level Agreements. Hugely important for any ticketing system.