Tickets & Conversations

efaria
Participante

First Time to Respond in Working Hours

resolver

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

1 Solução aceita
jolle
Solução
Especialista reconhecido(a) | Parceiro
Especialista reconhecido(a) | Parceiro

First Time to Respond in Working Hours

resolver

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!

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

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9 Respostas 9
Meghrai
Participante

First Time to Respond in Working Hours

resolver

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

DStaat
Participante

First Time to Respond in Working Hours

resolver

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
Participante

First Time to Respond in Working Hours

resolver
0 Avaliação positiva
PRaczka
Participante | Parceiro Diamante
Participante | Parceiro Diamante

First Time to Respond in Working Hours

resolver

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

LauraGirod
Participante

First Time to Respond in Working Hours

resolver

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
Solução
Especialista reconhecido(a) | Parceiro
Especialista reconhecido(a) | Parceiro

First Time to Respond in Working Hours

resolver

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!

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

Create Your Own Free Signature
efaria
Participante

First Time to Respond in Working Hours

resolver

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

 

Happy New Year!

MihaiLove
Participante

First Time to Respond in Working Hours

resolver

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

0 Avaliação positiva
jolle
Especialista reconhecido(a) | Parceiro
Especialista reconhecido(a) | Parceiro

First Time to Respond in Working Hours

resolver

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

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

Create Your Own Free Signature
0 Avaliação positiva