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Create help desk reports with the custom report builder (BETA)

Last updated: June 11, 2024

Available with any of the following subscriptions, except where noted:

Service Hub   Professional , Enterprise

With HubSpot's custom report builder, you can analyze multiple data sources across HubSpot. The difference between the custom report builder and other types of HubSpot reports is that you can surface data from marketing and sales activities in addition to objects. For example, you can create a report to measure how your target accounts are engaging with your website.

To create reports with the custom report builder, the user must have Create/own and Edit report permissions.

Create a report

  • In your HubSpot account, navigate to Reporting & Data > Reports.
  • In the upper right, click Create report.
  • In the Create reports from scratch section, click Custom Report Builder
  • Click Choose my own data sources.
  • In the Primary data source section, select Tickets from the dropdown menu.


  • Select your secondary sources by choosing from the CRMMarketingSalesService, and Custom objects (Enterprise only) sections.
  • Click Next.
  • In the left panel, use the search bar, click the Browse dropdown menu or click the Filter fields icon and select the data source with the field you want to add. Hover over the property and click verticalMenuAActions > View property info to view the property details, description and the property edit history.
  • Click and drag fields from the left sidebar into the channel slots in the Configure tab, or click verticalMenu Actions Add to [X]. Learn more about adding fields in the custom report builder.


  • To edit a field, click the down down arrow icon next to the field. In the dialog box, edit the field's details, depending on the type of field.
  • By default, report data will refresh as you make adjustments. To prevent the report from refreshing, select the Refresh as I make changes checkbox above the report. You can then manually refresh the report by clicking the refresh refresh icon.



Learn more about creating reports in the custom report builder.

Example reports

View some example reports that can be created, brokendown by the data source and fields needed to create them.

Tickets closed totals over time with an SLA breakdown

View how many tickets were closed on time or late. See how this tracks over time.

  • Data source: Tickets
  • Fields: Create date and Time to close SLA ticket status.

Ticket response totals over time with SLA breakdown

View how many tickets were responded to on time or late. See how this tracks over time.

  • Data source: Tickets
  • Fields: Create date and Time to first response SLA status.

Ticket average time to first response by rep

View the average amount of time it takes for a rep to respond to a ticket. See which reps take the longest.

  • Data source: Tickets
  • Fields: Ticket owner and Time to first agent email reply.
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