Time tracking movement of tickets by Status

SOLVE
AFagiani
Participant

Hello HS Community, 

 

My team is currently working on finding ways in which we can track the lifetime of tickets as they change status with the intention to use this data for our capacity models. At the moment, we have not found a way in which HS can support this and have been relying on an ad-hoc solution put together by our dev team that involves manually login a ballpark figure for the time a ticket spends under any given status in our pipeline.  This is not a scalable solution as we continue to grow. 

 

Does HS currently has a functionality we are not aware of that would allow us to do this kind of tracking for our tickets? More specifically, every ticket in our pipeline can go through up to 8 different statuses and we would like to know how long a ticket spends on each status. 

 

Looking forward to hearing back with your thoughts.

 

Thank you, 

Angelo

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Accepted Solutions
karstenkoehler
Solution
Most Valuable Member

Hi @AFagiani,

 

I've shared a solution for tracking time per ticket status here, however this only works if a ticket moves from status to status in a linear fashion, not skipping any status and not going back. Natively, I believe, it's currently not possible to track the time of a ticket that "moves around".

 

This can probably be achieved with the HubSpot Tickets API or with custom code actions in ticket-based workflows. Both would require some development.

 

Best regards!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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karstenkoehler
Solution
Most Valuable Member

Hi @AFagiani,

 

I've shared a solution for tracking time per ticket status here, however this only works if a ticket moves from status to status in a linear fashion, not skipping any status and not going back. Natively, I believe, it's currently not possible to track the time of a ticket that "moves around".

 

This can probably be achieved with the HubSpot Tickets API or with custom code actions in ticket-based workflows. Both would require some development.

 

Best regards!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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AFagiani
Participant

Hi Karsten, 

 

Appreciate the insights on this! Although not a perfect solution for what we are trying to do I believe your recommendation definitely puts us on the right track. 

We will be trialing this to see what kind of results we can get and hopefully improve the way that we track our tickets through our pipeline. 

 

Cheers, 

Angelo

webdew
Top Contributor | Diamond Partner

Hi @AFagiani ,

I didn't find any such ticket property in HubSpot that can tell us the ticket time in a particular stage. 
Even through the API, we can fetch and push tickets but there is no time activity log for tickets.

You acn check yourself here: Setting > Accounts default > Security > Activity logs

Check these CSV files if you can find any activity over there.

webdew_0-1625214803340.png

Hope this helps!


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