HubSpot Ideas

basil

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

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).

HubSpot Updates
Idea Submitted
February 23, 2023 08:55 AM

Idea Submitted
February 23, 2023 08:55 AM

Idea Submitted
January 05, 2023 08:34 AM

Idea Submitted
January 05, 2023 08:19 AM

Not Currently Planned
August 02, 2022 07:09 AM

Being Reviewed
February 03, 2021 07:16 AM

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.

101 Replies
noverkamp
Member

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