Hi @Raythien
I’m not sure if this will help - but you can set an SLA for how long a ticket can stay in a particular pipeline stage.
Do this by enrolling all tickets into a workflow where the enrollment criteria is the ticket must have the selected pipeline stage.
You can then build out the escalation actions - emails, tasks, text messages, slacks etc.
And then set an unenrollment criteria of the ticket being in any other pipeline stage.
The way HubSpot workflows run, is they always check the unenrollment criteria before executing the action.
So if the escalation path is that after 8 hours a task must be created for a manager. But the ticket has already been resolved, the task will never be created.