Time to Close and Time to First Reply Taking Business Hours into Account

[basil]

We have SLAs with customers that we respond during business hours and during weekdays within a certain time period. It would be greate if the Time to Close and the Time to First Reply KPIs could have an option that they are calculated based on business hours.

E.g. If a ticket is opened on Thursday and closed on Monday, then the time to close would be 3 days (since Saturday and Sunday are not counted given they are the Weekend).

[basil]

@basil & everybody adding their upvotes to this post, we just launched a public beta that is aiming to meet the requirements mentioned in this post.

You can sign up to the new "Reporting on SLA Operating Hour" here in your HubSpot account.

As a quick summary, you can now access new data points and out-of-the-box reports:
"Access new out-of-the-box reports in the Service Hub Analytics Suite:

• Average time to first response in SLA hours by rep, team, create date, source, company or category
• Average time to close in SLA hours by rep, team, create date, source, company or category

Access new data points in the Custom Report Builder under object "ticket":

• Property: Time to first response in SLA hours
• Property: Time to close in SLA hours"

[basil]

Multiple teams are reviewing this idea, in part to enable more 'time between' reporting. Thank you all for offering your thoughts, we deeply appreciate it.

[noverkamp]

Nope! @hubspot has NOT implemented this. They say to use the SLA but that doesn't give us correct KPIs. 

[CDan1]

+1 to this!

[Lucila-Andimol]

We need the product team to review this feature, its pretty basic to be able to calculate the Time for first reply without considering weekends and kind of ridiculous when we already have working hours set in the portal/Help desk. Please review this ASAP. We are currently solving this with operations Hub but should be a basic funcionatily or at least a report filter.

[mollmann]

@basil & everybody adding their upvotes to this post, we just launched a public beta that is aiming to meet the requirements mentioned in this post.

You can sign up to the new "Reporting on SLA Operating Hour" here in your HubSpot account.

As a quick summary, you can now access new data points and out-of-the-box reports:
"Access new out-of-the-box reports in the Service Hub Analytics Suite:

• Average time to first response in SLA hours by rep, team, create date, source, company or category
• Average time to close in SLA hours by rep, team, create date, source, company or category

Access new data points in the Custom Report Builder under object "ticket":

• Property: Time to first response in SLA hours
• Property: Time to close in SLA hours"