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Wait until customer reply (48-hour expiry), else auto-close warning

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.

9 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 marked "waiting on contact" gets a 48-hour clock. If the customer replies in time, nothing extra happens. If not, the workflow warns the customer and flags the ticket for follow-up instead of leaving it stuck forever.
Workflow maptickets-sla-006
Ticket status = Waiting on contact leads to Reset warning flag to false. Reset warning flag to false leads to Wait until event: status changes away from Waiting on contact - expires in 48h. Wait until event: status changes away from Waiting on contact - expires in 48h leads to status changed before expiry: End - handled by whatever the ticket status now is; expired, still waiting: Send warning email to requester. Send warning email to requester leads to Set warning sent = true, warning date = now. Set warning sent = true, warning date = now leads to Create follow-up task for owner. Create follow-up task for owner leads to Add to Stale tickets - pending auto-close list. status changed before expiry expired, still waiting Ticket status = Waiting on contact Reset warning flag to false Wait until event: status changes away from Waiting on contact - expires in 48h End - handled by whatever the ticket status now is Send warning email to requester Set warning sent = true, warning date = now Create follow-up task for owner Add to Stale tickets - pending auto-close list
Ticket status = Waiting on contact leads to Reset warning flag to false. Reset warning flag to false leads to Wait until event: status changes away from Waiting on contact - expires in 48h. Wait until event: status changes away from Waiting on contact - expires in 48h leads to status changed before expiry: End - handled by whatever the ticket status now is; expired, still waiting: Send warning email to requester. Send warning email to requester leads to Set warning sent = true, warning date = now. Set warning sent = true, warning date = now leads to Create follow-up task for owner. Create follow-up task for owner leads to Add to Stale tickets - pending auto-close list. status changed before expiry expired, still waiting Ticket status = Waiting on contact Reset warning flag to false Wait until event: status changes away from Waiting on contact - expires in 48h End - handled by whatever the ticket status now is Send warning email to requester Set warning sent = true, warning date = now Create follow-up task for owner Add to Stale tickets - pending auto-close list

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 reps regularly move tickets to a "waiting on contact" style status and those tickets then go stale because no one is tracking the clock.
  • Use it to build the warning step that feeds an actual auto-close sweep, see Variants and tickets-sla-013.
Read more on when to use itShow less

Skip it

  • Do not use it if your pipeline has no distinct "waiting on contact" stage; add one first, this workflow needs a clean status to watch.
  • Do not use it for tickets already past a hard contractual close-time SLA that is shorter than 48 hours; the SLA breach workflows (tickets-sla-003, tickets-sla-005) should own that case instead.
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 · 9 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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