Ticket Default View Time Open Missing

[BHoang]

It seems like there was an update pushed to Ticket Default View. Prior to this week, when we access a ticket, under the ticket name will have a section that tell us how long have the ticket been opened for. 

Now it's updated to show Time Created, which I don't think is as helpful.

Does any one have similar issue?

[BHoang]

Hi Sealab,

Thank you for taking a look at the post. I'm talking about the Ticket page where you view the detail of each ticket, so I'm guessing it's the legacy page. Not the help desk screen. This was the screen that we had a week or so ago where the detail shows how long the ticket was opened for.

However, it's now showing this detail:

We didn't change any setting, nor were we able to find any setting to update the details showing under the name of the ticket.

Best, 

[SealaB]

Hi again, @BHoang ,

Thanks for the screenshot! 
Sounds like you are viewing the standard Ticket record header on the legacy page.

While there isn’t a native “Time open” property that counts up like a stopwatch, what you likely saw before was the Create date property displayed in relative time (e.g., “Opened 2 days ago” instead of “Dec 11, 2025”). Display settings and default views can sometimes change after updates or layout edits.

- Navigate to Settings (gear icon) > Properties.

- Search for the Create date ticket property and open it.

- Confirm that the field type is a date or date-time type, and that Show relative time from today is enabled. This controls whether you see “X days ago” vs a fixed calendar date when viewing the property on records:


 

- Go to Settings > Objects > Tickets > Record customization.

- Under Record header, check that Create date is included. If not, add it back to the header.

Let us know if updating the property display and record header customization brings back the view you’re used to.

[SealaB]

Hey there, @BHoang - 
Welcome to the HubSpot Community!

I might suggest checking out this specific post where @SMumbyHarrison and @kianbentley previously provided some feedback on how to accomplish this. 
HubSpot surfaces system fields like Create date, Close date, and the calculated Time to close on ticket records, but there isn’t a built‑in “Time open” property that continuously counts while a ticket is open.

To help us dig in further from here:
- Is this change you’re seeing on the new Help Desk ticket record header, or on the legacy CRM ticket page?
- If you can share a quick screenshot (with any sensitive info redacted), that’ll help us confirm whether something changed in your workspace layout vs. which properties are being displayed.

Looking forward to hearing back! 

Seala, Community Manager