Ticket Workflow enrolment triggers based on hourly time periods

[MitchClarke]

I want to create notifications to our team (which get pulled into a slack channel) when support tickets go unresponded to for an hour, two hours, etc. However, there is no way to trigger a workflow based on, for eg, "Last customer reply date", or "Last contacted date" on an hourly bases. Itwill only calculate by days. 

[EmilyFriedrichs]

We'd love to use this to send Out of Office replies and similarly found that not having an "hours" option made this significantly harder.

[huntermgorman]

We could use similar functionality to route support tickets to different teams internationally based on the time of day the ticket was received.

[Fleetwise]

This is an important feature especially for handling high velocity tickets.

[Gary_Wright]

For the ticketing pipeline, this is a feature that is sorely needed imo. Not being able to track if a ticket is taking too many hours to solve (in order to escalate) means it's easy to lose sight of priorities.

[Crawfish]

Is there any update on this? We have a requirement to escalate/flag tickets that sit at a particular stage for more than 15 minutes so the fact we can do this is seriously limiting what we can achieve with Hubspot as our ticketing system

[Jon_Sasala]

@MitchClarke try this:

Trigger: Last Customer Reply is less than 1 day ago, and (or just) Ticket Status is Waiting on Us. This will trigger immediately when the customer replies and is waiting on your response.
First Step: Delay 1 hour.
Set the Workflow Goal: Ticket status is none of 'Waiting on Us'

Second Step: Send Slack Notification.

Does that solve the problem?