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Internal reminder to rep before first-response SLA is due

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
OutcomeThe assigned rep gets a heads-up before the first-response SLA clock runs out, giving them a chance to reply before it counts as a breach.
Workflow maptickets-sla-012
Time to first response due date known, no reply yet leads to Delay until due date minus 30 minutes. Delay until due date minus 30 minutes leads to Still not replied?. Still not replied? leads to yes: Notify owner - SLA due soon; no, already replied: Skip. Notify owner - SLA due soon leads to Create urgent follow-up task. yes no, already replied Time to first response due date known, no reply yet Delay until due date minus 30 minutes Still not replied? Notify owner - SLA due soon Skip Create urgent follow-up task
Time to first response due date known, no reply yet leads to Delay until due date minus 30 minutes. Delay until due date minus 30 minutes leads to Still not replied?. Still not replied? leads to yes: Notify owner - SLA due soon; no, already replied: Skip. Notify owner - SLA due soon leads to Create urgent follow-up task. yes no, already replied Time to first response due date known, no reply yet Delay until due date minus 30 minutes Still not replied? Notify owner - SLA due soon Skip Create urgent follow-up task

When to use it, when not to

Use it

  • Use it as the preventive companion to the after-the-fact breach alert (tickets-sla-003); build both together.
  • Use it when reps are juggling enough open tickets that a due date can slip past unnoticed without a nudge.
Read more on when to use itShow less

Skip it

  • Do not use it without SLA targets configured on the pipeline; there is no due date to count down from.
  • Do not use it if reps already work a due-date-sorted queue view they check constantly; the reminder adds little in that setup.
Read more on when to skip itShow less

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 · 5 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 4

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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