Time Tracking in Tickets

[LNorman0]

We've been trying to use statuses as a means of tracking time spent on issues associated in tickets via ticket status.

We've found the time on this to be extraordinarily wrong.

Is there a better way to accomplish collecting data on how long my team is actively spending on each ticket (not just how long the ticket has existed)?

[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.

[DianaGomez · Accepted solution]

Hi @LNorman0, 

Thanks for reaching out to the Community!

To calculate the time spent on a specific ticket status, you would need to create a custom property, as HubSpot does not have a built-in feature to track the exact time a ticket has stayed in each ticket stage. I have found some options that can help you. Please check them here.

Tickets - User time per ticket - Solver @karstenkoehler 

Create a custom report for (average) ticket time per ticket stage - Solver @franksteiner79.

Best regards,

Diana