HubSpot Ideas

MitchClarke

Ticket Workflow enrolment triggers based on hourly time periods

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. 

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6 Commentaires
EmilyFriedrichs
Participant | Partenaire solutions

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
Contributeur

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

Fleetwise
Membre

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

Gary_Wright
Participant | Partenaire solutions Diamond

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
Membre

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
Contributeur de premier rang | Partenaire solutions Diamond

@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?