How to measure the time you are working on a ticket

[SatGoodUnited]

Is there a way for us to track down the time we spent working on an email what properties do I need to update

[mollmann]

Hi everybody,

I wanted to share an update on additional functionality about ticket time in status reporting.

Service Hub Professional and Enterprise customers will now have access to new data points about the time in ticket status. Each ticket will now have new properties that can be used in report builders and segmentation alike:

• Date entered ticket status
• Date exited ticket status
• Latest time in ticket status (calculated using the two properties above)
• Cumulative time in ticket status (for tickets that re-enter a ticket status multiple times)

Users will also be able to access out-of-the-box reports with these new data points in the Help Desk Analyze Tab as well as the Service Hub Analytics Suite.

Let us know if you have any questions or feedback.

[RSchweighart · Accepted solution]

Hi @SatGoodUnited, HubSpot provides the ability to track ticket time in stages automatically; however, I'm assuming you want to track active time working a ticket. To my knowledge, HubSpot does not provide this capability. You would need to use a time tracking tool and sync with HubSpot. There are a number of solutions available, such as Everhour or the ones mentioned in this post by @karstenkoehler - Tickets - User time per ticket.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

[ANuccio4]

Hello, please let me know how Hubspot has the capability to track ticket time in stages automatically already because I cannot find how or where to do this. Thank you!

[RSchweighart]

Hi @ANuccio4, I got my pipelines mixed up. Deal pipelines automatically give you cumulative time in a stage. It does not look like this exists for ticket pipelines. I apologize for the miscommunication.

Hopefully, HubSpot rolls out this functionality soon for ticket pipelines, as I think it was a recent update for deal pipelines.