Free Assessment: How does your inbound marketing measure up?

Get Started

Free Assessment:

How does your inbound marketing measure up?
Take this free, 5-minute assessment and learn what you can start doing today to boost traffic, leads, and sales.
Get Started

Free Assessment:

Average Time to Close Ticket Reports, They Ask, You Answer (Revised & Updated), & New Report Drill-downs [Hubcast 237]

By Carina Duffy

Average Time to Close Ticket Reports, They Ask, You Answer (Revised & Updated), & New Report Drill-downs [Hubcast 237]

This episode of the Hubcast is brought to you by They Ask, You Answer: Revised & Updated, available worldwide August 6. Pre-order now on Amazon.

Let’s take a step back from INBOUND this week to talk IMPACT Live. It’s, of course, going to be a blast, but Marcus I want you to break down why. Why it’s so important for teams to attend an event like this, and why you’re so fired up about it.

(PS - we WILL be packin' Hubcast swag at Live, so come see me!)


Report on This

Service Hub Reporting: Average Time to Close by Ticket Category and Owner

If you’re using Service Hub for standard customer support (i.e. customer inquiries, issues, questions), you’re likely going to have different categories of tickets.

When creating custom reports to look at things like Average Time to Close, I like to pretty much always break those out by ticket category, because it can give you insight into what types of things are creating bottlenecks and slowdowns for your support team. 

Beyond that, if you break it out by ticket owner, you can see if certain reps take longer than others to answer certain types of issues or inquiries.

Average Time to Close by Ticket Category and Owner

Here's a video walk-through of how to build it!

Check out this Video


They Ask, You Answer: Revised & Updated

It’s coming out next week baby!! 

Pre-order it now!

HubSpot Wishlist: "Case" Branching Logic in Workflows

“It'd be really helpful if if/then branches could be based on more than one case.

For example, if I want to send a specific email to a contact based on a property value, and there are 5 property options, this requires 4 If/then branches. Would be great if one block could manage multiple cases.

Following an if/then branch or the above case branch, would be helpful to be able to rejoin branches so that the remaining blocks do not need to be duplicated for each branch.

So, if I just wanted to change 1 email in the above example per a property value, but the rest of the workflow is the same, I could build only one series that applies to all 5 branches.”

Vote it Up!

This is really just an overall wish for the workflows tool to be a bit more robust.

Yes, you can certainly do a lot with it, but there are things (like the cases mentioned above) that you have to build out such complexity into a workflow, making it less reliable and having to put more safeguards in.

HubSpot Updates

Ensure Secure Logins by Requiring Two-Factor Authentication 

“Last year, we launched two-factor authentication. With this update, you could enable two-factor authentication, but not require it. With today's update, you can now require it.

When you toggle this setting, every user in the account will receive an email notification to enable two-factor authentication.”
Learn More

If you’re an admin just go to your Settings > Account Defaults and select “Require 2FA.”

Removing Location Data from the Activity Feed

“Previously, HubSpot used the IP address of the person opening the email to predict the open location for tracked emails.

While email tracking can prevent over-emailing and help you time your follow-up in a relevant way, the location data attached to that tracking did not add enough value to either the user or the end-customer-experience.

You will continue to have the option to track email opens and receive notifications whenever those emails are opened or clicked, but as of August 7, location data will be omitted.”

Learn More

Dive Into Your Reports With Report Drill Downs

“With today’s change, you can now drill into reports for the first time. Click a lead gen bar chart to see the actual contacts, a deal funnel to see the actual deals, a ticket table to see the actual tickets, and so on.

With the new drill downs, you can now navigate two layers deeper. Drill into a summary value on a chart with a single click. This turns a single datapoint on a chart into a list of the records behind that data point. Then, if you want to dig into an individual record, simply click it. The record will pop open in a new window.”

Learn More

If you haven’t checked this out in your dashboard reports, do it now!

This also prevents you from having to save all of your reports as an unsummarized data table just to be able to click into each of the records in the report!

Until Next Time

Interested in sponsoring the Hubcast? Head on over to the Advertise with IMPACT page to learn more!

If you’re listening on iTunes - head on over and leave us a review! We love hearing your feedback, so feel free to leave some in the comments, or shoot me an email at!

Until next time. This is Carina Duffy & Marcus Sheridan saying to you, get out there and get after it!

Free Assessment:

How does your inbound marketing measure up?
Take this free, 5-minute assessment and learn what you can start doing today to boost traffic, leads, and sales.


Published on August 1, 2019

Recent Articles

HubSpot Pricing: Your Guide to Everything HubSpot Costs for 2023
January 9, 2023 • 13 min read
Track These 5 Inbound Marketing Metrics to See Better Results
October 31, 2022 • 7 min read
Measuring the Invisible: How To Track Your 'Trust Index' [+ Template]
September 7, 2022 • 8 min read
Can HubSpot Help My Retail Business Grow?
July 31, 2022 • 4 min read
Get More Out of HubSpot Reporting With a Third-party Tool
July 9, 2022 • 5 min read
4 Keys To An Effective HubSpot Strategy in 2022
April 22, 2022 • 6 min read
Using They Ask, You Answer in Customer Service
April 1, 2022 • 5 min read
Is The HubSpot Free CRM Actually Free?
February 18, 2022 • 6 min read
Ultimate List of HubSpot Pros and Cons
January 8, 2022 • 20 min read
How To Optimize Your Marketing Automation Workflows With HubSpot (Tips)
November 12, 2021 • 11 min read
Top 13 Inbound Marketing & HubSpot Solutions Partner Program Agencies for 2022
October 29, 2021 • 8 min read
HubSpot Sales Hub: 18 Things Every Sales Rep Should Know How to Do (+ Videos)
October 28, 2021 • 5 min read
INBOUND 2021 Recap: Takeaways, Speakers, and Lessons Learned
October 25, 2021 • 7 min read
Need a HubSpot Admin? Here’s How to Find and Hire the Right Candidate
October 22, 2021 • 5 min read
How to Get Sales Reps to Use the HubSpot CRM
October 18, 2021 • 4 min read
HubSpot and Data Privacy: How to Collect Contacts the Right Way
October 4, 2021 • 4 min read
INBOUND is Fast Approaching, Google Leads are Syncing, and Workflow Actions are Placeholding [Hubcast 275]
September 23, 2021 • 4 min read
How to Know When You’ve Outgrown HubSpot Sales Hub Starter
September 23, 2021 • 4 min read
How to Get the Most Out of Your 2-Week HubSpot Free Trial
September 13, 2021 • 5 min read
CMS Hub Starter, business unit add-on, and Stephanie does email validation on a giant database [Hubcast ep. 274]
August 27, 2021 • 3 min read
How much HubSpot do I need?
August 17, 2021 • 4 min read
New HubSpot CMS Hub Starter Tier Released for Growing Businesses
August 6, 2021 • 4 min read
HubSpot CRM review (updated for 2023)
July 27, 2021 • 8 min read
5 HubSpot Sales Hub Tips for Assignment Selling
July 23, 2021 • 7 min read
Custom email nurture reporting, a map hack, and are pop-up forms a thing of the past? [Hubcast 273]
July 22, 2021 • 3 min read