I would like to see Hubspot bring back the ability to have a different value for “Due in” between 1st Response and Time to Close SLAs.
Problem: 1st Response and Time to Close are fundementally different time scales. 1st Response is supposed to be quick. Time to Close is a much lonwer time scale (from 5x to 15x typically). But hubspot only offers a single “Due in” for both:
Because of this:
1. I need to cater the Due in to the 1st reseponse (I am not allowed to make it large enough to be reasonable for my Time to Close SLA)
2. I need to jump thru hops to create a workflow trigger
3. I have to compromise the time before notification. Either resolution of 1 day (too long in some cases) or use the Due in (too short)
4. If I use the Due in, then I can’t distinguish 1st Response from Time to Close in the notification
I have been all over the KB articles and HS support - I am pretty sure there are no simple/clean workarounds.
I hear the Legacy feature for inbox SLAs does allow for different Due in values but regretably we don’t have that because have a brand spaking new Hubspot account.
@World, how are others handling this? Any suggestions?
@hubspot team, can you please support distinct “Due in” for 1st Response and Time to Close?