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Daily digest task for team lead listing tickets at risk of SLA breach

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 team lead sees one place every morning listing every ticket approaching an SLA breach, instead of finding out ticket by ticket after each one has already missed its target.
Workflow maptickets-sla-026
SLA status becomes Due soon leads to Set sla_risk_flag = true. Set sla_risk_flag = true leads to Create immediate follow-up task for owner. Create immediate follow-up task for owner leads to Status later reverts to normal?. Status later reverts to normal? leads to yes: Set sla_risk_flag = false, drops off list; no, breaches or closes: Ticket leaves the active list via the Closed filter, or tickets-sla-003 takes over on actual breach. yes no, breaches or closes SLA status becomes Due soon Set sla_risk_flag = true Create immediate follow-up task for owner Status later reverts to normal? Set sla_risk_flag = false, drops off list Ticket leaves the active list via the Closed filter, or tickets-sla-003 takes over on actual breach
SLA status becomes Due soon leads to Set sla_risk_flag = true. Set sla_risk_flag = true leads to Create immediate follow-up task for owner. Create immediate follow-up task for owner leads to Status later reverts to normal?. Status later reverts to normal? leads to yes: Set sla_risk_flag = false, drops off list; no, breaches or closes: Ticket leaves the active list via the Closed filter, or tickets-sla-003 takes over on actual breach. SLA status becomes Due soon Set sla_risk_flag = true Create immediate follow-up task for owner Status later reverts to normal? yes Set sla_risk_flag = false, drops off list no, breaches or closes Ticket leaves the active list via the Closed filter, or tickets-sla-003 takes over on actual breach

When to use it, when not to

Use it

  • Use it once SLA targets are configured on the pipeline and the "due soon" status is populated, and the team lead wants a single daily view rather than reacting to tickets-sla-003's per-ticket breach alerts after the fact.
  • Use it as the "before it breaches" companion to tickets-sla-003's "after it breaches" alert; the two serve different moments and are worth having together.
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Skip it

  • Do not use it expecting a single native workflow action to compose one email listing many tickets; HubSpot's workflow engine runs its actions per enrolled record, it does not natively aggregate several records into one message, see Known pitfalls for how this fiche actually delivers a true digest.
  • Do not use it if SLA "due soon" status is not available on your tier; without it, this workflow has nothing reliable to flag on.
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 · 5 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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