Workflow 1: When the ticket status moves to ‘Waiting on Us’ the ‘Iteration’ custom property changes to ‘1’ or ‘2’ and triggers the process for the ‘Today Date’ custom property to be updated every 15 minutes.
Workflow 2: Then when the ticket moves out of the ‘Waiting on Us’ status, the ‘Iteration’ is changed to 0, allowing HubSpot to calculate the time spent in this status.