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
15 Replies
aelam
New Contributor

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
New Contributor

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
New Contributor

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
New Member

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

tonyl
New Contributor

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.