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Onboarding milestone tracking via ticket pipeline stage

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket10 stepsUpdated for HubSpot seat pricing
OutcomeEvery time the onboarding ticket moves to a new stage, the right people get notified and a timestamp is kept, so the ticket pipeline created in customer-onboarding-005 actually reflects live progress instead of sitting untouched after creation.
Workflow mapcustomer-onboarding-011
Ticket in Onboarding pipeline changes stage leads to Set Current Milestone Started Date. Set Current Milestone Started Date leads to Stage = In Progress?. Stage = In Progress? leads to Yes: Notify ticket owner: kickoff done; No: Stage = Blocked?. Notify ticket owner: kickoff done leads to Stage = Blocked?. Stage = Blocked? leads to Yes: Notify CS manager + create unblock task; No: Stage = Completed?. Notify CS manager + create unblock task leads to Stage = Completed?. Stage = Completed? leads to Yes: Set Onboarding Completion Date, notify owner + rep; No: End. Yes No Yes No Yes No Ticket in Onboarding pipeline changes stage Set Current Milestone Started Date Stage = In Progress? Notify ticket owner: kickoff done Stage = Blocked? Notify CS manager + create unblock task Stage = Completed? Set Onboarding Completion Date, notify owner + rep End
Ticket in Onboarding pipeline changes stage leads to Set Current Milestone Started Date. Set Current Milestone Started Date leads to Stage = In Progress?. Stage = In Progress? leads to Yes: Notify ticket owner: kickoff done; No: Stage = Blocked?. Notify ticket owner: kickoff done leads to Stage = Blocked?. Stage = Blocked? leads to Yes: Notify CS manager + create unblock task; No: Stage = Completed?. Notify CS manager + create unblock task leads to Stage = Completed?. Stage = Completed? leads to Yes: Set Onboarding Completion Date, notify owner + rep; No: End. Yes No Yes No Yes No Ticket in Onboarding pipeline changes stage Set Current Milestone Started Date Stage = In Progress? Notify ticket owner: kickoff done Stage = Blocked? Notify CS manager + create unblock task Stage = Completed? Set Onboarding Completion Date, notify owner + rep End

When to use it, when not to

Use it

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Skip it

  • Do not use it if the pipeline has only two stages (open and closed), the branching adds little value at that point, a simple closed-ticket notification is enough.
  • Do not use it if stage changes happen too rarely to be a meaningful signal, for very long or ad hoc onboarding projects a manual status update might serve better.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 10 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 10 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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