Ticket Status Automation Not Working

[GOFarrell]

Has anyone else noticed that the ticket status automation isn't working? We have SLAs to change statuses when a customer responds to our support team or when our support team responds to them, but it seems to not be working this morning. We have to manually change the ticket status. 

[karstenkoehler · Accepted solution]

Hi @GOFarrell,

Have you checked the workflows that are updating the ticket status? Were changes made to these?

If not and if everything looks correct, your best course of action is to reach out to HubSpot support directly in-app. They can both review your settings and access everything that's necessary.

(Alternatively, please share screenshots of the workflows, of the property history of the ticket status of the affected tickets and describe which communication should've triggered a change.)

Best regards!