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Prevent SLA clock reset on an internal note versus a genuine customer 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: Data Hub Professional.

6 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 status change to "Waiting on contact" only counts as a real response when an actual outbound reply went to the customer, so a custom SLA-adjacent timestamp never gets stamped off the back of an internal note alone.
Workflow maptickets-sla-031
Ticket status becomes Waiting on contact leads to Custom code: check most recent engagement type. Custom code: check most recent engagement type leads to Genuine outbound reply found?. Genuine outbound reply found? leads to yes: Stamp last_outbound_reply_time; no, note only: Alert owner, create task, add to review list. yes no, note only Ticket status becomes Waiting on contact Custom code: check most recent engagement type Genuine outbound reply found? Stamp last_outbound_reply_time Alert owner, create task, add to review list
Ticket status becomes Waiting on contact leads to Custom code: check most recent engagement type. Custom code: check most recent engagement type leads to Genuine outbound reply found?. Genuine outbound reply found? leads to yes: Stamp last_outbound_reply_time; no, note only: Alert owner, create task, add to review list. yes no, note only Ticket status becomes Waiting on contact Custom code: check most recent engagement type Genuine outbound reply found? Stamp last_ outbound_ reply_time Alert owner, create task, add to review 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 if your portal runs any custom timestamp or reporting workflow that reacts to Ticket status becoming Waiting on contact (for example tickets-sla-020) and a rep occasionally moves a ticket into that status right after logging an internal note, without actually sending a reply.
  • Use it when the team has been burned at least once by a ticket that looked "responded to" in reporting because the status flipped, when in fact no message reached the customer.
Read more on when to use itShow less

Skip it

  • Do not use it as a claim that HubSpot's native SLA pause (tickets-sla-020) is itself unreliable; the native pause is tied to the pipeline's status category mapping, not to this workflow, and keeps working with or without this fiche (check in your portal: confirm current behavior, HubSpot has adjusted conversation-to-ticket status automation before).
  • Do not use it if your team never manually changes ticket status by hand, for example if status only ever changes automatically when a reply is sent or received through the connected inbox; in that case there is nothing for this workflow to catch.
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 · 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 · 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, code

The properties JSON creates the fields in one call. The workflow JSON documents the build. The custom coded action ships as a ready-to-paste .js file.

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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