PSOhub makes it easy to track time directly on your service or support tickets—so you can stay on top of service agreement hours, out of scope hours, and project progress.
Click the tour below to get an overview of how support agents can track time on customer support tickets:
Support agents can track time on a HubSpot ticket from the Tickets object (can also be done at the Company and Contact record level).
On opening a ticket, go to the Log time (#) section:
From here, you can click on either Log hours or Start timer.
Important: The users logging time must be PSOhub users. When users record time against a ticket, they will automatically be added as team members in the Team tab of the service project. As a result, there is no need to manually add all team members when creating the service project.
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In the service project, the Admin, Controller, or Project Manager (with financial access only) will see the total logged hours and value of those hours in the Used column of the associated contract line created by the ticket. The Hours panel will also display all related hours to the ticket(s).
Each new ticket will generate a new contract line.
Note: A Project Manager with no access to financials or a Team Member Plus user will only see the total hours and no financial values in the service project.
HubSpot ticket categories
HubSpot ticket categories are labels used to classify service tickets based on their type or purpose—such as Product Issue, Technical Issue, Billing Issue, or Feature Request. By organizing tickets into categories, teams can prioritize, route, and report on customer issues more effectively.
When a HubSpot support ticket is created with a category and time is logged, it automatically syncs with predefined contract groups in the service project, ensuring streamlined organization and tracking.
Time logged on a ticket without a category will by default automatically sync to the service project's 90|Tickets contract group:
Likewise, service tickets with multiple categories will also sync in the 90|Tickets contract group by default:
That’s it! Your time is now logged, linked to the correct service project, and ready for reporting or billing.