Workflows does not work as intended - why?

[MKorsgaard]

Hi HubSpotters,

Could you help us check our ticket churn pipeline and the associated workflow(s)? We can't quite figure out where the flow breaks, but something isn’t working as it should.

We want tickets to automatically move to other stages when the property "Winback Opportunity" is set to either YES (ticket automatically moves to Winback Opportunity) or NO (ticket automatically moves to Termination Confirmed). Unfortunately, this isn’t happening—why not? (we still need to move the ticket manually)

Additionally, is it possible, and if so, how, to set it so that when a ticket reaches the Termination Confirmed stage, it becomes mandatory to specify a termination date? This termination date should determine when the ticket automatically moves to the stages Awaiting Deletion and Delete Now at the appropriate time.

Could you kindly review our workflows and, as mentioned, see where the issue might lie?

Thank you in advance.

[DHoney]

To fix your issue, check the workflow triggers for "Winback Opportunity" to ensure they are set correctly. If tickets aren’t moving automatically, there may be missing conditions or triggers. For the termination date, create a custom property and set it as mandatory in the "Termination Confirmed" stage. Use this date to automate the transition to the "Awaiting Deletion" and "Delete Now" stages.

Improving your workflow setup will help streamline processes and enhance your automation skills. Consider checking HubSpot’s resources or taking their courses for more guidance.

[MKorsgaard]

workflow 2:

[karstenkoehler]

Hi @MKorsgaard,

(luckily) your HubSpot portal is not accessible publicly, that would be a data privacy nightmare. That means that people in the community are not able to access your workflows.

You would either have to reach out to HubSpot support directly (via chat, email, phone) or share screenshots here, in this (public) forum.

Best regards!

[MKorsgaard]

workflow 1

[karstenkoehler · Accepted solution]

@MKorsgaard you can test a specific ticket that you'd expect to enroll against the enrollment criteria. What do you see? https://knowledge.hubspot.com/workflows/set-your-workflow-enrollment-triggers#troubleshoot-workflow-...

In the workflow actions log, is the record that you'd expect to enroll showing up? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page