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Ticket escalation to manager when SLA time-to-close is breached

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.

8 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
OutcomeA ticket that blows past its time-to-close SLA target automatically escalates to a manager with full context, instead of staying open indefinitely in a rep's queue.
Workflow maptickets-sla-005
Time to close SLA status = Overdue, ticket still open leads to Notify escalation contact / manager; Create immediate follow-up task for manager; Force priority to High; Add to Escalated tickets list. Add to Escalated tickets list leads to Was priority already High?. Was priority already High? leads to yes: Notify support ops - repeat-severity breach; no: End. yes no Time to close SLA status = Overdue, ticket still open Notify escalation contact / manager Create immediate follow-up task for manager Force priority to High Add to Escalated tickets list Was priority already High? Notify support ops - repeat-severity breach End
Time to close SLA status = Overdue, ticket still open leads to Notify escalation contact / manager; Create immediate follow-up task for manager; Force priority to High; Add to Escalated tickets list. Add to Escalated tickets list leads to Was priority already High?. Was priority already High? leads to yes: Notify support ops - repeat-severity breach; no: End. yes no Time to close SLA status = Overdue, ticket still open Notify escalation contact / manager Create immediate follow-up task for manager Force priority to High Add to Escalated tickets list Was priority already High? Notify support ops - repeat-severity breach End

When to use it, when not to

Use it

  • Use it when tickets regularly age past their resolution target and no one is watching for it until a customer complains.
  • Use it as the second stage after the first-response breach alert (tickets-sla-003); this one targets the close-time target, which is usually a longer window.
Read more on when to use itShow less

Skip it

  • Do not use it on pipelines without SLA targets configured; there is nothing for it to branch on, see Prerequisites.
  • Do not use it as a substitute for the reopen-limit escalation (tickets-sla-040); that one tracks a different failure mode (repeated reopens), not simple aging.
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 · 8 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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