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Time spent on ticket stage

I'd like to echo something from the developer forum:

 

We would like (read: need) to be able to track time spent in ticket stage, the same way we can currently track time spent in deal stage.

 

https://integrate.hubspot.com/t/want-to-track-time-spent-in-each-ticket-status/15060/3 

HubSpot updates
20件のコメント
cscott
新メンバー

I would like for there to be a feature that allows users to start, stop, and log a time within a ticket so time spent on a ticket can be tracked properly. In any other CRM I have dealt with this has been a standard feature.

shawnfreeman
一般投稿者

This is a MUST for us since we are an IT support company, we need to track time both for billing and overall scheduling and employee utilization.

NicoleSengers Regular Contributor | Platinum Partner | Certified Trainer
Regular Contributor | Platinum Partner | Certified Trainer

This would help especially if a ticket is a higher priority than another - you would be able to see how a support agent should prioritise their work.

PeterC
トップ投稿者

Adding a "time per-activity" property might solve this?

 

A report run on any time period would be able to sum the property.  The report's time period could start/end as the ticket enters/leaves each stage.

Brestep
新メンバー

Agree. We need this ASAP

Gozde
一般投稿者

+1

rvanderlaan
新規投稿者

I have been looking everywhere as well for this! Nothing currently integrates with HubSpot either to do this.
Right now we are looking at building our on App that sits on top of HubSpots API to do this...

Rather this be built right into the software itself. 

HubSpot社員
HubSpot社員

This is needed! 

MarkW17
新規投稿者

This is a must-have for our use case to track where the blockers are in our projects.

SteveMatlick
常連投稿者

Time spent on a ticket is a valuable measurement for many organizations.   While total ticket age (difference between ticket create and close dates) shows how long tickets remain open understanding the actual time spent working on a ticket is important for many reasons (support costing, workforce management, hiring needs, etc.)

 

It would be great to have something like this added to HubSpot.

SteveMatlick
常連投稿者

Being able to measure, report on, and understand the time spent within each stage of a ticket is very important.  Just as Sales needs to understand what may be holding up the sales process on a given deal or if a specific stage is becoming a bottleneck the same applies on the Service side.   Knowing Avg Time in Stage can help improve both onboarding and support efficiency.

krispag
トップ投稿者

This would also be incredibly helpful for deal stages. Time spent in each deal stage.

mcpaha
常連投稿者

This is must!! Basicly I really do not understand why HS is sooo slow for developing different reports and why they are open reporting "more" so I can manage myself more freely what I wanted to see...

tonyl
新規投稿者

Please add this asap. Definitely needed. This is critical to SLA's around tickets.

aelam
新規投稿者

This is a must-have for our use case.  We can't really get insights on how our pipeline is moving without knowing how long a ticket is in each stage. 

 

Thanks

kstanwyck
新規投稿者

We need to be able to build a report on times so we can analyze our ticketing process. Please turn your focus to the ticketing environment of your platform, as we have had to comprise and find our own way in how to use HubSpot as our only ticketing platform. 

 

raffers
新規投稿者

Please prioritise this.

 

As it stands, i can't do any reporting relating to how long a ticket takes to go from Stage A to Stage X, average time on a given stage etc. All the metrics i need to effectively manage the process and identify bottlenecks can't be done.  

ramcint
新メンバー

Seems like a core feature oversight considering the breadth of reporting capabilities found throughout HS. Agree completely that this is needed ASAP!

tonyl
新規投稿者

We came up with an interesting solution to this issue which is working pretty well for us. It doesn't aleviate the obvious issues around overall reporting, but does help us manage our tickets and deadlines very well.

 

Basically, we worked out the time that a ticket should hae in each stage (column status) - so for example, data import 3 days, new user setup 1 day etc. Then what we did was setup a workflow that triggered each time a new ticket landed in that particular status that simply gave the ticket a numerical value of 3. Then, added to the workflow a 1 day delay and then reduced the 3 day count down by 1 to leave 2 and so on. Then my team can see how many days left a ticket has before it becomes overdue. We then setup extra days to be added to each ticket on a Monday morning to credit back the 2 days they all lost over weekends and also setup so that once they hit zero, they'd be flagged as overdue. 

 

This is working pretty well for us and has made a huge difference for my team to know what tickets are fast approaching overdue status. I am happy to share more if anyone is interestested.

HubSpot社員
HubSpot社員

This is needed!