How do you track time on tickets with tags that outline the Support activity

[JSchembri]

Our current use case is that we can log time on individual tickets but do not have a way to log what we did in that time. Therefore we can only get accumaltive data on how long it took to complete a ticket and not where that time was spent.

For example, if we use a single ticket to onboard a customer then we may spend a different amount of time supporting them with different activities during that onboarding journey. Can anyone suggest a way to be able to get this?

We have been speaking to third party providers to try to get this level of granularity but can't quite get what we need without this being overly admin heaby.

[Josh · Accepted solution]

Hi @JSchembri,

How about something like clockify? The overall admin on this would be pretty minimal. Also check out @karstenkoehler's response on this thread (different use case, but similar outcome): https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/Employee-Time-Tracking/m-p/878697 

The other ways I might consider doing this:

• If they are tracking time elsewhere already, can that be integrated? Probably a heavier lift, but it's potentially the most logical.
• Leave basic notes on each ticket with the time-tracking details.
• Using various properties to log time in a granular manner.

[RubenBurdin]

To try to solve this, I would create tickets based on a series of categories of tasks that are getting solved. This might mean more tickets being created, but you can use the default Category property or create additional categories or even custom properties to allow you to report on tickets the way you want them.

For example, you can use custom properties such as estimated time, tracked time, hourly cost, and a calculated total cost, or a ticket start and end date if needed, with a custom property calculating the time between. 

[RSchweighart · Accepted solution]

Hi @JSchembri, HubSpot recently rolled out automatic properties calculating the time a ticket is in a status. This mimics the properties that track the time a deal is in a certain stage.

See Kyle Jepson's announcement here: https://www.linkedin.com/posts/hubspot-tips-and-tricks_orangehatalert-hubspottipsandtricks-hubspot-a...

Do the statuses in your ticket pipeline give you enough granularity?

If not, you may need to go with a more robust solution like @Josh mentioned.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier. 

[JSchembri]

Thank you Josh. We are looking at Clockify and another client at the moment but its still not quite giving us the data insights / reporting that we need. Also, it requires alot of manual admin to get going - I was really hoping HS would have a solution for this and that we had just missed it. 

[Josh · Accepted solution]

Hi @JSchembri,

How about something like clockify? The overall admin on this would be pretty minimal. Also check out @karstenkoehler's response on this thread (different use case, but similar outcome): https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/Employee-Time-Tracking/m-p/878697 

The other ways I might consider doing this:

• If they are tracking time elsewhere already, can that be integrated? Probably a heavier lift, but it's potentially the most logical.
• Leave basic notes on each ticket with the time-tracking details.
• Using various properties to log time in a granular manner.