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Auto-close inactive tickets after N days without a contact reply

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
OutcomeA ticket that has been waiting on the customer with no reply for N days after a warning closes automatically, keeping open-ticket counts honest instead of drifting upward forever.
Workflow maptickets-sla-013
Warning sent = true, status still Waiting on contact leads to Wait 5 more days. Wait 5 more days leads to Still waiting on contact?. Still waiting on contact? leads to yes: Close ticket; no, replied: Skip - conversation resumes. Close ticket leads to Set close reason = customer-inactive. Set close reason = customer-inactive leads to Notify ticket owner. yes no, replied Warning sent = true, status still Waiting on contact Wait 5 more days Still waiting on contact? Close ticket Skip - conversation resumes Set close reason = customer-inactive Notify ticket owner
Warning sent = true, status still Waiting on contact leads to Wait 5 more days. Wait 5 more days leads to Still waiting on contact?. Still waiting on contact? leads to yes: Close ticket; no, replied: Skip - conversation resumes. Close ticket leads to Set close reason = customer-inactive. Set close reason = customer-inactive leads to Notify ticket owner. yes no, replied Warning sent = true, status still Waiting on contact Wait 5 more days Still waiting on contact? Close ticket Set close reason = customer-inactive Notify ticket owner Skip - conversation resumes

When to use it, when not to

Use it

  • Use it as the natural follow-on to the 48-hour wait-and-warn workflow (tickets-sla-006), once the warning has gone out and nothing came back.
  • Use it to keep reporting accurate when customers simply stop replying instead of formally closing the loop.
Read more on when to use itShow less

Skip it

  • Do not use it to auto-close tickets waiting on your team; only ones waiting on the contact qualify.
  • Do not set N so short that customers feel rushed; typical windows are 5 to 14 days after a warning, not after the first wait.
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 · 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 · 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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