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HubSpot check library

HubSpot tickets untouched for 7 days

An open ticket nobody has updated in a week usually means a customer is waiting or the ticket should have been closed. Filter open tickets by last modified date, work the oldest first, and review routing and closure rules.

ServiceSERVICE-002Updated 2026-10-28

Why it matters

Customers waiting a week without an update are more likely to churn or escalate.

Stale tickets that are really resolved inflate backlog and SLA reports.

How to find it in HubSpot

  1. Open CRM > Tickets in the table view.
  2. Add the filter Last modified date is more than 7 days ago.
  3. Exclude closed statuses and add the Ticket owner and Priority columns.

How to fix it safely

  1. Work the list oldest first: respond, escalate, or close with a reason.
  2. Close tickets that were resolved but never moved to a closed status.
  3. Add an SLA or a reminder task for tickets that go several days without an update.

How Ancil checks this

Rule
SERVICE-002
What it looks for
Counts open tickets not updated in 7 or more days.
Severity
Info below 10 tickets. Warning at 10 or more.
Evidence shown
The count of affected tickets.
Governed fix
Not automated. Ancil reports the backlog and recommends reviewing routing and SLAs before adding more automation.

Related checks

Open HubSpot tickets with no owner HubSpot users not assigned to a team Stale HubSpot deals with no recent updates Disabled HubSpot workflows: clean up or delete

Run this check and 149 more.

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