Calculated property question

[mcase]

Hi there - 
I've been asked to look at HubSpot service ahead of meeting later today. I have a question about reporting that I hope someone can help me with. I'm coming from ZenDesk, so I want to know if I can do something similar to Custom Metrics that are available in ZenDesk Explore. 

I'm assuming that there is a Hubspot predefined property for "New Tickets" although it might be called something else. 

Is it possible to make a custom property for ticket data like this: 

New Tickets - [count of tickets tagged Spam] = New Tickets w/o Spam

I do not have HubSpot or the time to make an account and test this out as I have a meeting about this shortly so if anyone could help, I would really appreciate it. Thanks! 

[karstenkoehler]

Hi @mcase,

This is not so much a property question and more a reporting question. I would approach this with a custom report, primary data source tickets, that visualizes tickets by type as a pie chart. That way, you can easily see which tickets are spam, which aren't. https://knowledge.hubspot.com/reports/create-reports-with-the-custom-report-builder (This requires Professional or Enterprise subscription.)

I'm not aware of there being a default property that documents whether a ticket is spam or not – that you would have to create first: https://knowledge.hubspot.com/properties/create-and-edit-properties

Once you have that, you can visualize the 'Count of tickets' by your custom property and choose a pie chart visualization.

Let me know if you have any follow-up questions!

[mcase]

Thanks! 

What I am after is not a report that shows how many tickets were spam, but rather a custom metric that I can use in other reports. 

For example, a table that shows various metrics related to support for a week. 

New Tickets w/o Spam
Avg Tickets done by Agent per Day
Avg First Response Time 

Etc. 

I'd like it to be a table for the easiest and most compact way of sharing. 

Is this something that is possible? 

[karstenkoehler · Accepted solution]

@mcase in HubSpot, things like this are done through reports. There isn't a default way of creating metrics and have them displayed in tables specifically.

In Operations Hub Professional, this can be done through data sets but it's more involved and requires more configuration: https://knowledge.hubspot.com/data-management/create-and-use-datasets

I'd recommend approaching this with reports placed on a dashboard.

Best regards