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.



HubSpot updates
15 Replies
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.

Top Contributor

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.

New Member

Agree. We need this ASAP

Occasional Contributor


HubSpot Employee
HubSpot Employee

This is needed! 

New Contributor

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

Regular Contributor

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.

Esteemed Contributor

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

Regular Contributor

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...

New Contributor

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