To create a calculated age of a ticket (time from creation to closure or, if not closed, current date), I set up a workflow to populate a new field with either current date or close date. I need this workflow to run every day (or multiple times in day) so that this field updates with today’s date if the ticket remains open.
HubSpot won’t check these criteria daily. Enrollment triggers are only checked by HubSpot when one of the referenced properties changes and the remaining triggers still hold true. In your case, for example, when the Aged Date switches from known to unknown, but not if it simply stays unknown. If all of the values remain exactly the same between today and tomorrow, HubSpot will not re-enroll a record.
Your response to MorganW was so good that I have another question for you:
1. we would like tickets to re-enroll in our ticketing workflow if a client responds to an email. So, we used a trigger that if Last Activity Date fell after the property Close Date, then the ticket would re-enroll in the workflow and essentially re-open for us to review. Something changed on HubSpot’s end at some point and we’re not longer able to use that logic.
How are other HubSpot users working around this? A ticketing software is not very useful if we have no way of knowing that clients have contacted us to follow up on an issue that we thought was resolved, so I’m sure there is a trick other people are using that we can utilize, as well. Help!
Thanks Karsten - very helpful. Reading through Olivia’s thread it suggests some helpful ways to trigger re-enrollment on a daily basis. I’ll give that a go.
