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”.
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
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:
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.
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: