I NEED TO BE ABLE TO TRACK THE TIME MY AGENTS SPEND WORKING ON A TICKET. SPECIFICALLY I NEED THE TIME TRACKING TO AUTOMATICALLY TURN ON WHENEVER A TICKET IS OPEN. I CURRENTLY USE ZENDESK WHERE THIS CAPABILITY IS AVAILABLE. UNTIL THIS IS IN PLACE I CANNOT USE HUBSPOT SERVICE.
We need the time tracking function as well. Not having such a function in tickets – and much better – with Hubspot everywhere, we cannot migrate from our current ticket system to Hubspot. We would love to migrate.
For customers without a maintenance contract we complete works at a do and charge rate and need to be able to track the ammount of time spent completing a service ticket so that we can charge the customer. If Hubspot had this functionality (like most other support ticketing software systems do) then it would make it the perfect choice for our support team, but without it, we can't really use it.
Tracking time spend on tickets is also crucial from a reporting and improvement perspective so we can learn how long different ticket types take to solve and improve the accuracy with which we allocate resources, as well as ensuring that technician time is being used efficiently "a problem measured is a problem solved".
Yes please! We need tracking on tickets - not just to show how much time has passed since submission to resolution, but also how much time each employee working on that ticket is spending, then be able to tie it back to a customer, so we can run reports about how much service time a single customer is using.
We are required to measure the Time spent on tickets and from my research am finding this is quite limited, and I can also see that other providers such as Zendesk offer this functionality.
We need to be able to measure the support mins/hours spent at a client level each month. I manually exported this information and am finding it is not accurate (total ticket time open = 25 days etc)
I can see there are add on in the marketplace such as Stopwatch – however this is not ideal as it relies on the user pressing start/stop so would like to avoid an option such as this.
This has to be the number 1 requirement for Hubsport Service Desk. We have multiple Clients that have Support Agreements with us that we ned to invoice for tim spent resolving tickets. In fact, we need to track the entire Support Team's time on a 40 hour per week basis, so being able to log time is an absolute must.
This thread seems to have been going for years....Can Hubspot advise when we will see a resolution? I've just signed up for Service Desk Enterprise and without this feature, it's not really an Entrprise solution, so it would be good to know when this will be actioned.
Our team has the Service Hub Professional and there is still no good way to track time spent on tickets!? We've even looked into add-on apps, even though we don't think we should have to pay a seperate app for such a basic feature, and still there is nothing that integrates directly with Hubspot tickets and tracks time for clients in our CRM. There is only one option in the form of an add-on app but it requires an ENTERPRISE level Hubspot subscription because it utilizes custom objects. How is this possible? Tracking time is a fundamental way to calculate ROI and bill for services rendered. A time tracking feature in tickets (not inside tasks which IMO are worthless) has to be a priority in 2023!
I can see this is a thread that's been open for 4 years now! Has there been any progress or focus on this from Hubspot? I too need this functionality as we're offering a support service that is billed on time spent. We currently have to set up a project and track time in Scoro purely because we can't track time in Hubspot.
For my IT department, it would be increadibly helpful to show how much time we spend on internal tickets. So, when we're not able to participate in larger, company wide goals/projects, we can point back to the stats of how much time is simply not available for us while we're working on deaily routine tickets.
We definitely need this as we also bill clients for support time but find it hard atm to track it, the SLAs help but it's not accurate time tracking on how long was spent on a support ticket
We really need this as well. Currently we have a property that says "time spent on ticket" and we have to manually update it each time we're doing work. This was ok when we had just 2 people responsible for the work. Now we have a dozen people involved and getting consistency even after training has been quite difficult.
I'm in the same boat as the OP. I currently use Clockify to accomplish this, but without a native HubSpot capability, this process is cumbersome at best.
How this hasn't been solved, or even addressed is wild. We have been asking for this for years. We've used Autotask, ConnectWise and even Microsoft Dynamics CRM to do this very thing - simply track time agains tickets - and Hubspot ignores our requests.
This is the main reason we cannot fully switch to HubSpot at this time.
