Time tracking on HubSpot tickets: what HubSpot has and the options

By Kayabyte

Service teams often ask where to log the time spent on a ticket. HubSpot’s help desk is built around response and resolution times, not hours worked. This guide shows what HubSpot records, the workarounds, and the kinds of apps that add a timer. HubSpot facts last checked 10 November 2026 against HubSpot’s knowledge base; StopWatch facts on 10 November 2026 from its HubSpot Marketplace listing.

What HubSpot records on a ticket

HubSpot’s default ticket properties include time to close (created to closed), time to first agent email reply, SLA hours properties for help desk tickets, and cumulative time in a status, which needs Professional or Enterprise. HubSpot’s own list has no property for time spent or hours logged: the closest ones measure time in a status, not work performed (HubSpot: default ticket properties). The help desk article does not describe a timer or time entry either (HubSpot: manage tickets in help desk); help desk itself needs Service Hub Professional or Enterprise.

Workaround 1: a number property on the ticket

Create a ticket property such as Hours spent (Settings > Properties > Tickets) and ask agents to add to it when they finish work (HubSpot: create and edit properties). Cheap and works on any plan that allows custom properties. The cost: agents overwrite or forget, there is no per-entry history of who did what, and a ticket worked on by three people needs three people to add up correctly.

Workaround 2: log activities with a duration

You can log calls and meetings manually for work done outside HubSpot. HubSpot’s article says call duration is not editable in the Log call widget and suggests a custom property for it, and meeting duration can be set on Android (HubSpot: log activities). So duration is not a reliable thing to report on.

Workaround 3: a Marketplace time tracker

Apps add a timer to records. One example is StopWatch by Thread Integrations. Per its Marketplace listing (HubSpot Certified, 3.9 from 16 ratings, 900+ installs on 10 November 2026) it tracks time on contacts, companies, deals, tickets and other objects, separates billable and total time, supports manual “Quick Add” sessions and has timesheets. Its Free plan allows up to 3 nominated users; Team and Unlimited have 14-day trials and the listing shows no prices. Billing amounts and cost calculated from billable rates, workflow timers and the API are listed as Unlimited-only features. The listing does not mention retainers, budgets or prepaid hours. PSOhub, a project management and PSA tool, lists time logging on Service Hub tickets too.

What to decide before you pick one

Do you only need hours, or a balance? Total hours per ticket is one problem. Hours left against a purchased block is another.
Where should the data live? In HubSpot properties and records, or in an outside system.
Who logs time? If it is five agents, per-user pricing and “nominated user” rules matter.
Do you invoice from it? Then you need billable flags and rates, and probably an invoicing tool as well.

Full disclosure: we built an app for this

Retainer Wallet puts a card on tickets and deals where people start a timer or add minutes with a description and a billable flag. The timer is kept on our side so it survives a reload; each user has one running timer. Entries go against the retainer of the record’s primary company (you can choose another company on a ticket with several), and the ticket gets two properties: billable minutes and when time was last logged. It is built around prepaid retainers, so it is the wrong tool if you only want a plain timesheet without a client balance. It does not approve timesheets, invoice or sync to accounting. Free is 1 user and 3 retainers, Starter USD 29 per month, Pro USD 59 per month, with a 14-day Pro trial and no card. It installs from our site, not the HubSpot Marketplace.

More detail

FAQ

Does HubSpot have time tracking on tickets? HubSpot’s knowledge base describes no timer or time entry on tickets. Its ticket properties measure time to close and time in a status, not time worked.

What does “cumulative time in status” measure? The total time a ticket has spent in a pipeline status. It needs Professional or Enterprise and says nothing about how long anyone worked on the ticket.

Is there a free time tracker for HubSpot tickets? StopWatch lists a Free plan for up to 3 nominated users, and Retainer Wallet’s Free plan covers 1 user and 3 retainers. Check each one’s limits against how your team works.

Questions or corrections: support@kayabyte.dev. HubSpot is a registered trademark of HubSpot, Inc. Kayabyte is an independent developer and is not affiliated with HubSpot.