Unintended delay to workflow completing

[Mikey_BT]

Wll, hello community, you magnificent bunch of humans...I come to you with a query.

I've setup the ticketing hub through what I believe to be the best practice, with the hubspot project management team. One of the workflows created within the email inbox settings is "e-mail sent to customer changes status to **waiting on customer** for our team.

One or two of my agents have reported an unintended delay, sometimes of up to a half hour after sending an e-mail for this status to change for them.

For them, this normally happens when sending a resolution or update e-mail. Sometimes this will happen instantaneously, sometimes there's a delay of five minutes, and once an agent will come back to their queue an hour or so later and find a ticket they've resolved in a waiting on contact state.

Is there a way I can check how often hubspot polls our support inbox, or how often it polls these workflows?

Is there any tool or setting that I may have missed that can assist?

[kvlschaefer]

Hi @Mikey_BT,

Thanks for reaching out to the Community! 🙂 

I wanted to share the Workflow API endpoint that allows you to see the performance statistics of a workflow. Currently, this API is available for contact-based workflows. The workflow details feature has action logs and a performance report. 

You may also want to review HubSpot's Status page to see if there was an incident when these delays occurred. 

If your workflows continue to experience these delays, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription. They will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

All the best,

Kristen