Outcome. SLA-related workflows stop escalating tickets during weekends and named holidays, matching the same suspension the native business-hours SLA calculation already applies to weekly recurring hours.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-037
flowchart TD
A[Upcoming holiday identified] --> B{Native holiday exception setting exists?}
B -->|yes| C[Add holiday date in business hours settings, native SLA respects it automatically]
B -->|no, VERIFY| D[Manually pause holiday-sensitive escalation workflows]
D --> E[Holiday passes]
E --> F[Manually re-enable the paused workflows]
When to use it, when not to
- UseUse it once a business hours schedule is already configured for your pipeline's native SLA targets (Settings > Objects > Tickets > Pipelines > this pipeline > SLA, or the newer Help Desk SLA settings), so the actual first-response and time-to-close clocks already pause outside the defined weekly hours (check in your portal: confirm current configuration path, HubSpot has more than one place business hours can live).
- UseUse it specifically for the gap that native weekly business hours does not close: named holidays that fall on an otherwise normal business day. If your business hours configuration already supports adding holiday date exceptions directly, configure the holidays there instead and skip this workflow entirely (check in your portal: confirm whether holiday exceptions are natively supported in current business hours settings, this has been a commonly requested gap in HubSpot's SLA tooling).
- SkipDo not use it as the actual mechanism suspending the native SLA clock; that clock only pauses based on the pipeline's own business hours configuration, this workflow only suspends other workflow-driven escalations built on top of it (tickets-sla-015, tickets-sla-005, tickets-sla-026) for holiday dates the native configuration cannot yet express.
- SkipDo not use it if your team has no custom escalation workflows layered on top of the native SLA, only the native pause and targets; there is nothing here for a holiday-aware suppression list to protect.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.2 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.1 numbered action
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
