First Time to Respond in Working Hours

[efaria]

Hello,

It would be beneficial to be able to have the ability to set the first time to respond and time to close tickets in working business hours.  Currently, when generating reports for the average time to first response or average time to close, it takes into account nights and weekends vs. actual business hours.

Also tried playing around with SLA's, but within the reporting it also doesn't provide this property, the only reporting properties available are SLA status and SLA date.

Best,

Ellen

[mollmann]

I am excited to announce that you will now be able to report on these metrics in HubSpot!

Reporting on SLA hours can now be accessed through the Service Hub Analytics Suite and new data points in the Custom Report Builder.

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

[SamBoshier]

Hi Ellen,

Did you get anywhere with this? I am having the same issue and unable to find a solution.

[Meghrai]

Hi @efaria are there any updates regarding this? 🙂 Seems like the perfect solution for our case!

[DStaat]

Hi efaria,

I know this thread is a bit old but we have an app called Timerman that would solve your problem! It tracks ticket times by the stage and allows you to set the business hours. You can also choose which stages to pause the timer in (i.e. waiting on a reply from the customer). Check it out here.

Let me know if you have any questions. I'd be happy to hop on a call with you!

Best,

-David Staat

[MihaiLove]

posted about the same situation here

https://community.hubspot.com/t5/Tickets-Conversations/Report-that-shows-agent-times-that-takes-into...

[PRaczka]

Upvoted - this is strongly needed if HubSpot Service Hub wants to be closer to other solutions, such as Freshdesk.

[LauraGirod]

Upvoted as it is quite useless to have the FTR including non-business hours 🙂

For reporting purposes, we need it for working hours only.

[jolle · Accepted solution]

Hey @efaria, thanks for sharing! This is an awesome idea that will help prevent skewed data.

I strongly encourage you to post your thoughts in the HubSpot Ideas forum. That helps raise visibility to other users who may be experiencing the same challenge and increases the chances that HubSpot will consider it as an update!

I think introducing a "business hours" reporting layer would have a ton of additional use cases, so know that you'll have my upvote if you share this great idea!

Hope this helps!

[efaria]

Thank you for the recommendation, I've posted this is an idea within the forum.

Happy New Year!

[MihaiLove]

can you post the link of your idea so I can upvote?

[jolle]

Awesome! I just upvoted your idea 🙂 Hope you have a Happy New Year as well!!