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Auto-downgrade ticket priority when a contact goes silent for X days

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 for an extended stretch drops out of the urgent queue view, since the team is not the one holding it up, instead of sitting at Urgent and skewing everyone's sense of what actually needs attention right now.
Workflow maptickets-sla-038
Status becomes Waiting on contact, priority High/Urgent leads to Stamp priority_before_downgrade. Stamp priority_before_downgrade leads to Wait 5 business days. Wait 5 business days leads to Still Waiting on contact?. Still Waiting on contact? leads to yes: Downgrade priority to Medium, set silence_downgrade_applied; no, contact replied: No action, priority unchanged. yes no, contact replied Status becomes Waiting on contact, priority High/Urgent Stamp priority_before_downgrade Wait 5 business days Still Waiting on contact? Downgrade priority to Medium, set silence_downgrade_applied No action, priority unchanged
Status becomes Waiting on contact, priority High/Urgent leads to Stamp priority_before_downgrade. Stamp priority_before_downgrade leads to Wait 5 business days. Wait 5 business days leads to Still Waiting on contact?. Still Waiting on contact? leads to yes: Downgrade priority to Medium, set silence_downgrade_applied; no, contact replied: No action, priority unchanged. yes no, contact replied Status becomes Waiting on contact, priority High/Urgent Stamp priority_before_downgrade Wait 5 business days Still Waiting on contact? Downgrade priority to Medium, set silence_downgrade_applied No action, priority unchanged

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 when reps triage their day partly by priority level, and a ticket genuinely blocked on the customer for days clutters the Urgent/High view even though there is nothing left for the rep to do until the customer responds.
  • Use it alongside tickets-sla-020's native SLA pause; that pause already stops the SLA clock while waiting on contact, this fiche is a separate, workflow-driven signal about priority visibility, not the SLA timer itself.
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Skip it

  • Do not use it if your team's priority field is meant to represent inherent severity, not current urgency of rep action; downgrading severity because the customer is slow to reply conflates two different meanings of "priority," confirm which meaning your team uses before building this.
  • Do not use it on tickets already at Low priority; there is nothing to downgrade.
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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 · 4

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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