Skip to content
ancilAn INSIDEA company
HubSpot check library

HubSpot tickets overdue on SLA or first response

An open ticket marked as breached or overdue on its SLA, or with no recorded first response after two days, is a customer still waiting. Work those tickets first, then check routing, priority, business hours and SLA targets so the same gap does not repeat.

ServiceSERVICE-007SERVICE-010Updated 2026-10-28

Why it matters

Slow first responses are one of the strongest drivers of customer frustration. A customer who hears nothing for days is more likely to escalate or leave.

SLA breaches are a promise broken, often a contractual one. Leadership needs to see them early, not in a monthly report.

Breaches usually have a cause in the setup: tickets routed to nobody, missing priority, business hours that do not match the team, or targets that were never realistic.

How to find it in HubSpot

  1. Open CRM > Tickets in the table view and exclude closed statuses.
  2. If your subscription includes SLAs, add the SLA status columns and filter for overdue or breached values.
  3. Add the filter Create date is more than 2 days ago, and add any first response time columns your portal provides.
  4. Add the Ticket owner, Priority and Source columns to see where breached tickets come from.
  5. Open your help desk or inbox settings and check the SLA targets and business hours.

How to fix it safely

  1. Work the breached and unanswered tickets first, oldest and highest priority at the top.
  2. Check that each affected ticket has an owner and a priority, and fix the routing rule that missed it.
  3. Confirm SLA targets and business hours match what the team can actually deliver.
  4. Set up an alert or task for tickets close to breach, so the team acts before the deadline.

How Ancil checks this

Rule
SERVICE-007, SERVICE-010
What it looks for
Uses a sample of up to 500 of the most recently updated tickets and looks at open ones. SERVICE-007 flags open tickets where any SLA property contains a breached, violated or overdue value. It is record-level evidence, not an audit of your SLA policy settings. SERVICE-010 runs only when the portal exposes first-response properties, and flags open tickets created 2 or more days ago where every first-response field is blank.
Severity
SERVICE-007 is a warning. SERVICE-010 is info, and a warning at 5 or more tickets.
Evidence shown
For up to 50 tickets: the subject plus the SLA values (SERVICE-007) or the created date (SERVICE-010). SERVICE-010 also lists the first-response properties it checked.
Governed fix
Not automated. Ancil does not change tickets or SLA settings. It reports the evidence, and your team (or an INSIDEA expert) fixes routing and SLA setup in HubSpot.

Frequently asked questions

Does this replace HubSpot’s SLA reports?

No. It samples ticket records for signs of breaches and missing first responses. Use HubSpot’s own help desk or SLA reports, if your subscription includes them, for complete response-time figures.

Related checks

HubSpot tickets untouched for 7 days Open HubSpot tickets with no owner HubSpot tickets missing a priority HubSpot tickets with no help desk or connected channel

Run this check and 149 more.

Ancil connects to HubSpot read-only in about 60 seconds. Nothing changes in your portal without your approval.

Install from HubSpotBrowse all checks