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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.
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.
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
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?
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