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Hi,

 

I am using Hubspot for my ticketing system, and I do my customer support through slack.

 

I’ve created a zap that updates the tickets from one column to the next based on reaction emojis. I am having the issue that time to first contact is only captured by Hubspot when you write an email to the customer and tag hubspot (or answer directly from their ticket screen).

 

Is there a way to add a value to "Time to first agent email reply" through the Zap? It is not offered as one of the fields in the zap, but I can see it when I click “Additional properties to retrieve”.

 

 

Hi ​@Juan Y,

Welcome to the Community! 🎉

Before we dig deeper into this, would you mind sharing a detailed screenshot of how your Zap is configured? Also, please share a screenshot of the “CONFIGURE” section of your HubSpot step. This will help me take a closer look at the issue that you’re encountering.

Please don't include personal information in the screenshot, or be sure blur out any personal information.

Thanks!

Hi ​@ken.a 

 

Here are the screenshots from my zap. Thanks so much for the help.

Hi ​@Juan Y,

Thanks for the screenshots and I apologize for the delayed response here. Are you looking to map the "Time to first agent email reply" field in the Update Ticket step? If so, could you please confirm if the "Time to first agent email reply" field is marked as “Form Field: True” in HubSpot?

I'll be keeping an eye out for your response!

Hey there, ​@Juan Y! 👋

Did Ken’s reply help to get you pointed in the right direction? 

Keen to ensure you’re all set, so let us know whether you still need any help at all. 🙂

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