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Overdue onboarding ticket alert to CS manager

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.

Ticket5 stepsUpdated for HubSpot seat pricing
OutcomeAn onboarding ticket that has been open for longer than a set number of days without reaching Completed sends a single alert to the CS manager, catching stalled onboarding before the customer notices.
Workflow mapcustomer-onboarding-012
Ticket created in Onboarding pipeline leads to Delay 30 days. Delay 30 days leads to Stage = Completed?. Stage = Completed? leads to Yes: End, no alert; No: Notify CS manager: overdue. Notify CS manager: overdue leads to Set Overdue Alert Sent = true. Yes No Ticket created in Onboarding pipeline Delay 30 days Stage = Completed? End, no alert Notify CS manager: overdue Set Overdue Alert Sent = true
Ticket created in Onboarding pipeline leads to Delay 30 days. Delay 30 days leads to Stage = Completed?. Stage = Completed? leads to Yes: End, no alert; No: Notify CS manager: overdue. Notify CS manager: overdue leads to Set Overdue Alert Sent = true. Yes No Ticket created in Onboarding pipeline Delay 30 days Stage = Completed? End, no alert Notify CS manager: overdue Set Overdue Alert Sent = true

When to use it, when not to

Use it

  • Use it once the Onboarding pipeline (customer-onboarding-005) is live and the team has a rough sense of how long onboarding normally takes.
  • Use it as a blunt, portfolio-wide safety net, not a substitute for customer-onboarding-011's stage-by-stage notifications, which react to specific transitions rather than elapsed time.
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Skip it

  • Do not use it if onboarding length varies too much across deal types for one fixed threshold to mean anything, segment the workflow by deal size or product first, or use the date-property variant below.
  • Do not use it if the team already reviews an "onboarding tickets by age" list view daily, this fiche adds automation on top of a habit that might already work.
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The rest of this spec

Prerequisites · 4 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 · 5 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 · 3 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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