Skip to content
The Workflow Library
Get the full library

SLA "Time to first response" breach alert to owner and 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.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeThe moment a ticket's first-response SLA target is missed, the assigned rep and their manager both get an internal alert, instead of the breach only surfacing in a report days later.
Workflow maptickets-sla-003
First response SLA status = Overdue leads to Notify ticket owner; Notify escalation contact / manager; Create immediate follow-up task for owner; Set SLA breach flag = true. Set SLA breach flag = true leads to Priority = High?. Priority = High? leads to yes: Add to Active High-priority SLA breaches list; no: End. yes no First response SLA status = Overdue Notify ticket owner Notify escalation contact / manager Create immediate follow-up task for owner Set SLA breach flag = true Priority = High? Add to Active High-priority SLA breaches list End
First response SLA status = Overdue leads to Notify ticket owner; Notify escalation contact / manager; Create immediate follow-up task for owner; Set SLA breach flag = true. Set SLA breach flag = true leads to Priority = High?. Priority = High? leads to yes: Add to Active High-priority SLA breaches list; no: End. yes no First response SLA status = Overdue Notify ticket owner Notify escalation contact / manager Create immediate follow-up task for owner Set SLA breach flag = true Priority = High? Add to Active High-priority SLA breaches list End

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

When to use it, when not to

Use it

  • Use it when your pipeline has SLA targets configured (per-priority first-response and close-time goals) and you want a real-time nudge, not just a weekly missed-SLA report.
  • Use it when tickets sit in a queue longer than they should because no one notices a specific ticket has gone quiet.
Read more on when to use itShow less

Skip it

  • Do not use it without SLA targets configured on the pipeline first; the workflow needs the default SLA properties populated to branch on, see Prerequisites.
  • Do not use it as a substitute for the reminder-before-breach workflow (tickets-sla-011); this one fires after the miss, that one fires before it, and you generally want both.
Read more on when to skip itShow less

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 · 7 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.

Unlock all 565 specs, 149 EUR

One-time, excl. VAT. 30-day refund. Installs in 3 portals. Founding price until 30 November.

Read the free Tickets and SLA spec

Not the workflow you needed?

More in Tickets and SLA

50 specs in this section

See all 50 This category, 39 EUR
FreeRound-robin ticket assignment by team/queueTicket12 steps Ticket source-based routing (chat vs email vs form)Ticket7 steps Ticket priority auto-set from source and keyword matchTicket8 steps Ticket escalation to manager when SLA time-to-close is breachedTicket8 steps

Read 12 complete specs before you pay.

One per category, same format as the paid ones. Email only, no card.

We email the link, then a short note when specs change. Nothing else.

149 EUR199

Full library, 565 specs
Get the full library