topic How to automate out of office responses for tickets in HubSpot? in Tickets & Conversations

How to automate out of office responses for tickets in HubSpot?

Bayanitani89 — Wed, 03 Dec 2025 07:33:32 GMT

Hello,

I created an out of office work flow for Ny vacation.

However I have 2 other questions:
- the support team is usually off on Saturdays, is there a way to create a workflow when the ticket creation day is a saturday? currently, the only way i found is to manually select saturdays on the calendar which is not very feasible for infinite time.

- second, some of the tickets are created from Whatsapp or from HubSpot forms, will these tickets also receive the email (out of office) or what will happen to them?

Moderator note: I have moved your post for visibility. For reference, here is the thread where you posted: "Out of office / after hours auto reply".

Re: How to automate out of office responses for tickets in HubSpot?

BérangèreL — Wed, 03 Dec 2025 07:37:41 GMT

Hi @Bayanitani89 and Happy Wednesday!

Great questions, thanks for asking the HubSpot Community!

Here is a similar thread that might be of interest: "Automated Reply to email/ticket".

I'd love to put you in touch with our Top Experts: Hi @danmoyle, @himanshurauthan and @karstenkoehler do you have tips to share with @Bayanitani89, please?

Thanks so much and have a lovely day!
Bérangère

Re: How to automate out of office responses for tickets in HubSpot?

WebGuruz_Tech — Tue, 09 Dec 2025 13:13:03 GMT

Hi @Bayanitani89

1. How to trigger a workflow only when a ticket is created on a Saturday
HubSpot does not provide a native “Day of Week = Saturday” filter for ticket workflows, and manually selecting Saturdays on the calendar is not scalable.

The correct solution is to use a calculated property.
Steps to set it up:

Go to Settings → Properties → Ticket

Click Create Property

Property type → Calculation

Name → Ticket Day of Week

Formula →

DAY_OF_WEEK(create_date)
HubSpot returns:

1 = Sunday

2 = Monday

7 = Saturday

Then in your ticket workflow, set the enrollment trigger to:
Ticket Day of Week = 7
This will automatically catch all Saturdays forever — no manual date selection needed.

2. Will WhatsApp and Form-generated tickets receive the out-of-office email?
Yes — they will.
If your workflow trigger is something like:
Ticket is created,
then every ticket created in your inbox will enter the workflow, including:

WhatsApp tickets

HubSpot Form tickets

Email tickets

Chat tickets

Conversation inbox tickets

API-created tickets

HubSpot workflows enroll tickets based on the enrollment trigger, not the channel.
The only time WhatsApp/form tickets would not receive the auto-reply is if you specifically filtered your workflow by channel, for example:

Channel = Email

Source contains “Email”

If your trigger is simply “Ticket is created”, then ALL tickets, regardless of their source, will receive your out-of-office email.

Re: How to automate out of office responses for tickets in HubSpot?

danmoyle — Tue, 09 Dec 2025 16:33:03 GMT

Hi @Bayanitani89. One note - I researched this and found some resources, but I did not test this myself. However, it does seem pretty usable as an answer to your question. I'd just be sure to test it in a sandbox first.

First to the question of automating Saturday ticket responses. Here's what I'd try:

Create a custom ticket property for "Day of Week" using HubSpot's calculated properties or Operations Hub workflows. Use the ticket's "Create date" property with a formula like format_datetime('EEEE', create_date) to populate it automatically as "Saturday." This functionality requires Operations Hub Professional or above.
In a ticket-based workflow, set the enrollment trigger to "Ticket create date is known" (or "Create date is less than 1 minute ago" for real-time) AND "Day of Week is Saturday." Add actions like sending an internal notification email, reassigning the ticket owner, or setting status to "Pending review."
This avoids manual calendar selection by dynamically calculating the day from the create date timestamp, enabling infinite automation.

Next, the "Out-of-Office for WhatsApp and Form Tickets" question. Here's what I found (but did not test as I don't have a WhatsApp Business account).

Tickets from WhatsApp channels create standard tickets in Help Desk with an "Originating channel type" property set to WhatsApp; workflow email actions (e.g., send internal email) will process them like email tickets.

HubSpot form submissions create tickets that enroll in workflows based on triggers like "Ticket created," triggering out-of-office emails if the contact has an email address.

WhatsApp responses occur within 24-hour sessions via the channel itself, not email—workflows can send internal email notifications but customer replies stay in WhatsApp threads. Test enrollment with channel-specific filters in workflow settings for precision.

Sources: