Wll, hello community, you magnificent bunch of humans…I come to you with a query.
I’ve setup the ticketing hub through what I believe to be the best practice, with the hubspot project management team. One of the workflows created within the email inbox settings is "e-mail sent to customer changes status to **waiting on customer** for our team.
One or two of my agents have reported an unintended delay, sometimes of up to a half hour after sending an e-mail for this status to change for them.
For them, this normally happens when sending a resolution or update e-mail. Sometimes this will happen instantaneously, sometimes there’s a delay of five minutes, and once an agent will come back to their queue an hour or so later and find a ticket they’ve resolved in a waiting on contact state.
Is there a way I can check how often hubspot polls our support inbox, or how often it polls these workflows?
Is there any tool or setting that I may have missed that can assist?
