Time in Ticket Status reporting function

[SarahX]

We really need a way to report on how long a ticket is spending at a particular status before progressing to the next step. I honnestly thought this was part of the functionality I was paying for with Service Pro.

The ability to easily see where the bottle necks in our process are is critical to our service improvement. I can see that the time between function now exists for deals, but it does not appear to be applicable to ticket stages nor can I find a work around.

I know that the data is collected as you can see in individual tickets the history of the ticket status by clicking on the property, but there still seems to be no way to access this in reports or contact filtering.

[SarahX]

Hi everybody,

we have now delivered this functionality.

Service Hub Professional and Enterprise customers will now have access to new data points about the time in ticket status. Each ticket will now have new properties that can be used in report builders and segmentation alike:

• Date entered ticket status
• Date exited ticket status
• Latest time in ticket status (calculated using the two properties above)
• Cumulative time in ticket status (for tickets that re-enter a ticket status multiple times)

Users will also be able to access out-of-the-box reports with these new data points in the Help Desk Analyze Tab as well as the Service Hub Analytics Suite.

Let us know if you have any questions or feedback.

[SarahX]

@LButterfield we are currently in the process of mimicking the current behavior of deals for tickets. They had previously migrated to this new, more powerful system. 

We are planning to launch this in Q1 for tickets and I will update this thread once we do.

[SarahX]

@SGordon531, thanks for reaching out. I just sent you a direct message to dig a bit deeper into your requirements. 

[SarahX]

@SarahX, thanks for sharing these detail, much appreciated. I would like to share some ideas and would love to get your take whether they solve your requirements.

Note: I can totally relate to your requirements and I am open to exploring building out native HubSpot features but it would be very interesting to learn whether existing alternatives would meet your requirements as well.

"I would still appreciate a way to track this time on individual tickets"

-> You could create the report and then embed it via CRM Cards onto a ticket record

"apply it to workflows so that an alert can be created if a ticket exceeds an amount of time"

-> You could create a workflow using delays that should enable this alerting

• Enroll ticket in workflow when it entered stage x
• Wait 5 days (for example)
• Check whether the ticket is still in stage x
• If yes, send an alert e.g. a notification

"filter for tickets that have exceeded a certain amount of time"

-> That's a good one and I can only imagine using the workflow mentioned above to tag tickets (e.g. via a custom property) that are over a certain threshold (that you define). 

Let me know what you think!

[SarahX]

"Only other thing I'd love to see in this is a comparison over the previous period. Thanks, again!"

@CaitlinHaire , thank you for sharing additional requirements, I would like to share an idea with you - let me know what you tink. You could change the axis in the Single Object Report Builder to show the average over time. Would the below report give you that comparison you were looking for?

  

[SarahX]

Hello everybody,

thanks for all your feedback on this. 

Can you tell me more about whether the report "Ticket time in pipeline" in the Report Collection Team Performance section would fulfill your requirements? You can break the report down by rep, team and create date and can add filters to it as well.

We really appreciate your input!

Thanks

Marc

[BKnott]

1000% necessary. Strange you can report on time in Deal Stage but not ticket status!

[MWoppmann]

Yes, absolutely necessary! 👍 Many thanks for your posting @SarahX ⭐

The goal of a perfect customer service is to be there for the customer when they need you.

Especially if you want to offer live chat, phone support etc.

Only in this way can the planning of the agents' working hours be aligned with the customer's needs. By the day is just not enough!

Doesn't make sense that the customer service agent is there, but the customers are not.... Or the customers are there, but the customer service agents are not.🤔

Therefore: Please 🙏🙏dear "HubSpot feature prioritization team":
It would be so wonderful if you could implement the feature. 👑👑

Sunny greetings from Martina

[Eternal_Warrioz]

How is it that 3 years on from this idea being submitted is this feature not baked in to the base set up of Support Tickets - especially when a lot of this functionality is already coded into the Sales elements of HubSpot? 100% needed and critical to general businesses everywhere.

[vanessahunt]

@Eternal_Warrioz Let's hope this year is the year for Service Hub!

[SGordon531]

We would absolutely love to have this as well! Sad to see this was from 3 years ago- HubSpot let's get this going!!

[WNestrud]

We really need this function!

[NicN]

Yes that would be great to have this report.

[DFerros]

We have different departments working on different stages.  We really need time within each stage to know where we have to improve.

[CaitlinHaire]

Yes! As other have said, would LOVE (and really need) a report showing how long the average timeframe is for each ticket stage as well as being able to report on how long each ticket is in each phase. Would love the stage reporting that is available in Deals to be available in Tickets.

[DLediard]

We really need this function! Please! 🙂

[ThaisCampbell]

+1

[mollmann]

Hello everybody,

thanks for all your feedback on this. 

Can you tell me more about whether the report "Ticket time in pipeline" in the Report Collection Team Performance section would fulfill your requirements? You can break the report down by rep, team and create date and can add filters to it as well.

We really appreciate your input!

Thanks

Marc

[CaitlinHaire]

@mollmann - this is actually GREAT for my purposes. Thank you SO much for pointing it out. Only other thing I'd love to see in this is a comparison over the previous period. Thanks, again!

[SarahX]

Thanks Marc,

This is great! This is exactly what is needed to identify trends and bottlenecks in our systems. 

I would still appreciate a way to track this time on individual tickets and apply it to workflows so that an alert can be created if a ticket exceeds an amount of time in a stage or filter for tickets that have exceeded a certain amount of time, but the report does provide a lot of what I need.

[mollmann]

"Only other thing I'd love to see in this is a comparison over the previous period. Thanks, again!"

@CaitlinHaire , thank you for sharing additional requirements, I would like to share an idea with you - let me know what you tink. You could change the axis in the Single Object Report Builder to show the average over time. Would the below report give you that comparison you were looking for?

  

[mollmann]

@SarahX, thanks for sharing these detail, much appreciated. I would like to share some ideas and would love to get your take whether they solve your requirements.

Note: I can totally relate to your requirements and I am open to exploring building out native HubSpot features but it would be very interesting to learn whether existing alternatives would meet your requirements as well.

"I would still appreciate a way to track this time on individual tickets"

-> You could create the report and then embed it via CRM Cards onto a ticket record

"apply it to workflows so that an alert can be created if a ticket exceeds an amount of time"

-> You could create a workflow using delays that should enable this alerting

• Enroll ticket in workflow when it entered stage x
• Wait 5 days (for example)
• Check whether the ticket is still in stage x
• If yes, send an alert e.g. a notification

"filter for tickets that have exceeded a certain amount of time"

-> That's a good one and I can only imagine using the workflow mentioned above to tag tickets (e.g. via a custom property) that are over a certain threshold (that you define). 

Let me know what you think!

[SGordon531]

@mollmann Is there a way within the Ticket time in pipeline report the historical time a ticket was in a paricular stage? HubSpot overall seems to be more of a snapshot in time tool with reporting, but it would help us if we could see how long it spent beforehand. @WNestrud let me know if I missed anything from our conversation on this earlier!

[mollmann]

@SGordon531, thanks for reaching out. I just sent you a direct message to dig a bit deeper into your requirements. 

[LKlaßen4]

https://community.hubspot.com/t5/HubSpot-Ideas/Real-Time-in-Ticket-Status-reporting-function/idi-p/1...
Had a similar problem..

[LButterfield]

Any update on this? The ticket time for status report is great, but ONLY available to the default pipeline which seems ridiculous. We have several ticket pipelines and the only way to report on this data is to do some comic workaround except for your favourite process, that one you can report on natively. Come on HubSpot, we've got the functionality in Deals, the data is there, why can't we report on it??