Create reminders on open Service Tickets
SOLVE
1 Accepted solution
Create reminders on open Service Tickets
SOLVE@KSweeney27 Well, you want to create reminders for open tickets. Let me suggest the simple path.
The simple path is super easy. Essentially, you'll create a workflow for each stage of your pipeline.
This workflow will use delay functions to wait for the desired time. So, when someone enters a specific stage, the first thing you'll do in the workflow is add a delay, like two days. After the delay, you'll send a notification, like creating a task or emailing the ticket owner.
Then, you'll add another delay. I imagine you'll do this about three times, but I've seen it done up to five times. It's a straightforward workflow with no branching.
The most critical detail for this to work is setting a termination condition for the workflow based on the status change. If the status changes, they'll exit this workflow and enter the next one, avoiding further reminders.
Why is this approach the simplest? Because workflows are easy to create without thinking about recurrence or needing an Enterprise license for scheduled recurring workflows.
Usually, sending more than three notifications is rare because after the third one, you'll likely make a decision like notifying a supervisor or even rotating the ticket to another team member since it's not progressing with its current owner.
So that's my recommendation for you, and I think it'll work great. Give it a try and let me know how it goes!
 | Martin Angeletti HubSpot Veteran (12+ years) ❌ Worried about messing up your HubSpot? I've got your back. ✅ Join the thousands of people who have discovered how to avoid problems with simple tricks and have started to dominate HubSpot (and not be dominated). ⛅️ Don't get left behind. → Click the subscribe button and scroll down to find the opt-in box. Subscribe |
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Create reminders on open Service Tickets
SOLVE@KSweeney27 Well, you want to create reminders for open tickets. Let me suggest the simple path.
The simple path is super easy. Essentially, you'll create a workflow for each stage of your pipeline.
This workflow will use delay functions to wait for the desired time. So, when someone enters a specific stage, the first thing you'll do in the workflow is add a delay, like two days. After the delay, you'll send a notification, like creating a task or emailing the ticket owner.
Then, you'll add another delay. I imagine you'll do this about three times, but I've seen it done up to five times. It's a straightforward workflow with no branching.
The most critical detail for this to work is setting a termination condition for the workflow based on the status change. If the status changes, they'll exit this workflow and enter the next one, avoiding further reminders.
Why is this approach the simplest? Because workflows are easy to create without thinking about recurrence or needing an Enterprise license for scheduled recurring workflows.
Usually, sending more than three notifications is rare because after the third one, you'll likely make a decision like notifying a supervisor or even rotating the ticket to another team member since it's not progressing with its current owner.
So that's my recommendation for you, and I think it'll work great. Give it a try and let me know how it goes!
| Martin Angeletti HubSpot Veteran (12+ years) ❌ Worried about messing up your HubSpot? I've got your back. ✅ Join the thousands of people who have discovered how to avoid problems with simple tricks and have started to dominate HubSpot (and not be dominated). ⛅️ Don't get left behind. → Click the subscribe button and scroll down to find the opt-in box. Subscribe |
| Did I help answer your question? Mark this as a solution. |
Create reminders on open Service Tickets
SOLVECreate reminders on open Service Tickets
SOLVE@KSweeney27
Oops, sorry I should've been more specific 😅
It'll be the "Internal Email Notification" step found under "communication".
You'll be able to send that reminder this way.
