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HubSpot Ticket KPI- Measurables 

This article is a guide on how to pull HubSpot ticket numbers to enter into our KPI- Measurables for our Tax Framework.




  • Login to Ninety
  • Once logged into Ninety, on the left-hand side go to KPI- Measurables 
  • Login to HubSpot
  • Navigate to Service > Service Analytics 
  • Select Support Volume 
    HubSpot Ticket KPI- Measurables - 1
  • Total New Tax Tickets Mon - Sun
    • Filter Create date
    • Filter date from the Mon - Sun date within Ninety for that week 
    • HubSpot Ticket KPI- Measurables - 2
    • Filter Ticket Status (under more) to all
    • Filter ticket category (under more) to General Tax and Tax Notices 
    • Record ticket count in Ninety

  • Total open Tax Tickets as of Tues PM
    • Filter Create date
    • Filter date from the beginning of the year to current date 
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to all except for Waiting on Tax Agency, Closed- Resolved and Closed - No Response 
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices 
    • Record ticket count in Ninety 

  • Total Waiting for Tax Agency Tickets 
    • Filter Create date
    • Filter date from the beginning of the year to current date 
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Waiting for Tax Agency, uncheck mark all others  
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety 

  • # of Tax Tickets over 20 days
    • Filter Create date
    • Filter date from the beginning of the year to 20 days prior to the current date 
      • Example today is August 21, 2025
      • Filter from 1/1/2025 - 08/20/2025
    • Filter Ticket Status (under more) to all except for Closed  - Resolved and Closed - No Response 
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety 

  • Unassigned - Total Tax Tickets 
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Unassigned (Support Line), uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety

  • Meeting Scheduled - Total Tax Tickets 
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Meeting Scheduled, uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety


  • Tax - Waiting on Franchise Response 
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Waiting on Franchisee response, uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety


  • On Hold - Total Tax Tickets 
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to On Hold, uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety


  • Tax - Waiting on Support Team 
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Waiting on Support Team, uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety

  • Resolved? - Total Tax Tickets
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Resolved?, uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety

  • Waiting on iSolved Support - Total Tax Tickets  
    • Filter Create date
    • Filter date from the beginning of the year to current date
    • Filter by Ticket Owner: Add all members of the tax team + Sandra
    • Filter Ticket Status (under more) to Waiting on Support Team , uncheck mark all others
    • Filter ticket category (under more) to General Tax, Operations Support, Amendments, and Tax Notices
    • Record ticket count in Ninety