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Stuck-in-stage onboarding ticket alert

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.

Ticket6 stepsUpdated for HubSpot seat pricing
OutcomeAn onboarding ticket that has not moved out of a working stage after a set number of business days notifies the CS manager, catching onboardings that quietly stopped progressing.
Workflow mapcustomer-onboarding-019
Ticket enters a watched working stage leads to Set Stage Entered Date. Set Stage Entered Date leads to Delay 5 business days. Delay 5 business days leads to Still in same watched stage?. Still in same watched stage? leads to Yes: Alert CS manager; No: End, ticket moved on. Alert CS manager leads to Create check-in task. Yes No Ticket enters a watched working stage Set Stage Entered Date Delay 5 business days Still in same watched stage? Alert CS manager End, ticket moved on Create check-in task
Ticket enters a watched working stage leads to Set Stage Entered Date. Set Stage Entered Date leads to Delay 5 business days. Delay 5 business days leads to Still in same watched stage?. Still in same watched stage? leads to Yes: Alert CS manager; No: End, ticket moved on. Alert CS manager leads to Create check-in task. Yes No Ticket enters a watched working stage Set Stage Entered Date Delay 5 business days Still in same watched stage? Alert CS manager End, ticket moved on Create check-in task

When to use it, when not to

Use it

  • Use it when onboarding runs as a ticket through pipeline stages (see customer-onboarding-011) and a ticket can sit in one stage for a long time with nobody noticing.
  • Use it alongside, not instead of, customer-onboarding-012 (overdue ticket by due date), the two catch different failure modes, one is a missed date, the other is a stalled stage.
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Skip it

  • Do not use it on a pipeline where every stage naturally takes weeks (long enterprise rollouts), the fixed delay below will false-alarm constantly, raise the delay or use the Wait until variant instead.
  • Do not use it on Completed or Closed stages, exclude them from the watched-stage list.
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The rest of this spec

Prerequisites · 3 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 · 6 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 · 4 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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