Hi @joenunez,
Have these ‘Time in’ properties been created by you or another team member? (You can double check by going to settings > Properties > Filter by: Ticket properties and finding the property. If it doesn’t say HubSpot in the Created by column, someone from your portal has set this up.)
I’m asking because at the moment there isn’t HubSpot any native property for ‘Time in’ for tickets, see here. (Although there might be a chance that you have access to a beta for something new and I do not.)
Currently, I think there is only one workaround, using workflows (which are only available in Professional and Enterprise):
Create custom date picker properties for each ticket status
Ticket status ‘New’ date
Ticket status ‘Waiting on contact’ date
Ticket status ‘Waiting on us’ date
Ticket status ‘Closed’ date
Create custom calculation properties to calculate the time between the date properties created above
Time in ‘New’ ticket stage
Time in ‘Waiting on contact’ stage
Time in ‘Waiting on us’ stage
Create ticket-based workflows for each date property, setting a date stamp
Now, when a New ticket is created, the workflow will set a date stamp. Once the ticket moves into the Waiting on contact, a new date stamp will be set and the Time in ‘New’ ticket stage property will calculate. Same logic applies to the other ticket statuses. Time between is measured in days which allows for building reports and visualizing how many days a ticket spends on average in each stage.
Hope this helps!