Want to track time spent in each ticket status

SOLVE
Not applicable

Hoping to pick some brains on a potential solution I'm working with. I'm aware that the Tickets API is still a part of the developer preview program.

Unlike Deal stage, there isn't a "time spent" property equivalent for ticket status (aka ticket pipeline stage). Because of this there's no way to report on that data. Being able to track how long a ticket spends during each status is an incredibly valuable metric for us.

As far as I can tell there's no way to do this within HubSpot itself.

My idea is to create an application that sends a request through API, records the ticket status and its timestamp, and then records new timestamps when the ticket status has been changed. The problem with this is that the API doesn't seem to store any data on previous statuses/stages, so if this application only checks every 30 minutes, and there's multiple status changes within that timeframe, that data will be lost. Neither is the entire application an ideal way to track this sort of metric, but that's what comes to mind immediately.

Any thoughts or suggestions would be greatly appreciated. Thank you!

1 Accepted solution

Accepted Solutions
IsaacTakushi
Solution
HubSpot Employee

Welcome, @justin8bit!

You're correct; there isn't an ideal solution for your use case in-app or via the Tickets API at this time. I played around a bit with custom ticket properties and a ticket-based workflow in my own account, but was unable to get anywhere close to what you're looking for.

While I expect our product teams plan to expand in-app ticket reporting and feature parity between the Tickets API and other APIs (like Deals) over time, I haven't heard of any concrete plans recently. I'll share your feedback internally, though!

At some point, we also plan to add a webhook subscription type for ticket property updates. This would be significant in your use case, since it would remove the need to poll this endpoint. If and when any of these changes come down the pipeline, we'll update the API changelog. I'll try to post here as well.

That said, your proposal is the most viable solution I can currently conceive. As you realize, though, there would be some limitations. Since the Tickets API currently doesn't return property version histories, and this endpoint doesn't say exactly how the property was changed, you're correct that your polling would miss some changes made in quick succession.

Isaac Takushi

Associate Certification Manager

View solution in original post

11 Replies 11
IsaacTakushi
Solution
HubSpot Employee

Welcome, @justin8bit!

You're correct; there isn't an ideal solution for your use case in-app or via the Tickets API at this time. I played around a bit with custom ticket properties and a ticket-based workflow in my own account, but was unable to get anywhere close to what you're looking for.

While I expect our product teams plan to expand in-app ticket reporting and feature parity between the Tickets API and other APIs (like Deals) over time, I haven't heard of any concrete plans recently. I'll share your feedback internally, though!

At some point, we also plan to add a webhook subscription type for ticket property updates. This would be significant in your use case, since it would remove the need to poll this endpoint. If and when any of these changes come down the pipeline, we'll update the API changelog. I'll try to post here as well.

That said, your proposal is the most viable solution I can currently conceive. As you realize, though, there would be some limitations. Since the Tickets API currently doesn't return property version histories, and this endpoint doesn't say exactly how the property was changed, you're correct that your polling would miss some changes made in quick succession.

Isaac Takushi

Associate Certification Manager

View solution in original post

juanmnarvaez
Member

hubspot team , when do you plan to launch a solution for this ? its very important for the call rate of every company, plase let me know, Thanks

BernardoV
Contributor | Platinum Partner

This is really needed on the tool. More than "time on each stage" I´ve realized sometimes friction is created with clients or even coworkers because we don´t have the exact time and date when the ticket was moved from one stage to another. Something like that would be really useful in the tickets tool. 

Kayleigh_Walter
Member

I feel this is a must-have tool for tickets. It's hard to monitor and gauge how well our customer service is when we can't tell how long the ticket has been in each stage. Have there been any further discussions to move this possibility forward? 

Kierstin
Contributor | Diamond Partner

We definitely need this ability! I've created deal reports like this in the past and just figured it would be there for tickets as well. Not having the ability to report on this simple data is a significant fail on the part of this tool. Please add this soon. 🙂 Thank you!

Lucila-Andimol
Recognized Expert | Platinum Partner

HI everyone.

I trully think that we should be able to track the time a ticket is in each stage of the ticket's process. This is very important for our clients to measure the internal quality of their processes and teams. 

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Maria Lucila Abal

Directora de Operaciones

Andimol

HubSpot #2 Power User Champion

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xjessiec
Participant

I really hope we will get this feature soon as this is very much needed to monitor and track the performace of our ticket team. 

0 Upvotes
PamCotton
Community Manager

Hello @xjessiec 

I was able to find this post in the HubSpot Community Ideas forum. Upvoting here will alert our Product Team to the popularity of this request. Doing so will also auto-notify you if/when this functionality becomes available within HubSpot. You may read more about how that review process works here.

 

Kindly,

Pam

 

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0 Upvotes
miikkaj
Participant

Being able to make a report based on "Ticket time spent in each ticket status" (quite like "Deal time spent in each stage") would really be needed.

erica11
Top Contributor

We need this too

dmessmer
Participant

We need this feature as well!

0 Upvotes