Data property timestamp in ticket-based workflow

[HanaHuyenNguyen]

Hi, 

I built an workflow to enrol a ticket whenever that ticket is in the stage "Pending customer information" -> Wait for 5 days - Check if data property "Last customer reply date" is not in the last 5 days then close ticket automatically

The issue here is how HubSpot measure "day" in different step:

- Wait 5 days: In this case, 1 day - 24 hours

- "Last customer reply date" is not in the last 5 days: In this day, 1 day = 1 calendar day.

That leads to the logic being wrong for some tickets. Anyone has a better workflow to accomlish such task?

[GIlievski · Accepted solution]

Hi @HanaHuyenNguyen,

There are a few ways that you could solve this.

One way that comes to mind, you should already have a property 'Date Entered "Pending customer information"'. You can build a calculation property of type "Time Since" which calculates time since 'Date Entered "Pending customer information"' and "Today's Date". Let's call it "Time Since PCI stage".

 

Then the workflow can be IF ticket is in the stage "Pending customer information" and "Time Since PCI stage" is more than 5 days ago.

For "Last customer reply date" you can check if it is more than 5 days ago in the trigger or in a branch as a first action after the trigger so that you can close the ticket or not.

Make sure you test it of course. Hope that helps.