HubSpot workflows for tickets and SLA

50 specs1 free47 Professional3 Enterprise

50 written specs for routing, prioritizing and escalating tickets in HubSpot, with CSAT surveys, closing and reopening. They apply when a support queue has several reps and tickets are triaged by hand, or come in faster than a manager can assign them one by one.

More about tickets and SLA in HubSpot

Round-robin assignment by queue, priority set from source and keywords, the Time to first response breach alert and the CSAT survey on close lead the list. Routing by category, source, language or company tier follows, with auto-close and auto-reopen rules. The harder cases are about the clock: pausing SLA while a ticket waits on the contact, business hours, weekend and holiday suspension, and after-hours escalation to an on-call rep.

The free spec names two traps in queue routing. When the ticket queue is set by a chatflow routing question, it only fires for chat-originated tickets: email and form tickets need their own classification step upstream, or they land in the Else branch. Business hours are not applied automatically either, so a ticket created at night still rotates at once.

All 50 start from a ticket. 47 need Professional, 3 Enterprise.

Free Round-robin ticket assignment by team/queue Ticket12 steps New tickets are split into queues by pipeline or category and each queue rotates assignment evenly across its rep pool, so no ticket sits unowned. Read it in full

All 50 tickets and SLA specs

Most requested first. Professional tier unless marked.

Round-robin ticket assignment by team/queueTicket12 stepsFree Ticket priority auto-set from source and keyword matchTicket8 steps SLA "Time to first response" breach alert to owner and managerTicket7 steps CSAT survey sent automatically when a ticket is closedTicket5 steps Ticket escalation to manager when SLA time-to-close is breachedTicket8 steps Wait until customer reply (48-hour expiry), else auto-close warningTicket9 steps Auto-reopen ticket when contact replies after closureTicket7 steps Ticket routing by category/product property to a specialized queueTicket8 steps High-priority routing for enterprise/VIP accountsTicket8 steps NPS survey sent N days after ticket resolutionTicket5 steps Ticket source-based routing (chat vs email vs form)Ticket7 steps Internal reminder to rep before first-response SLA is dueTicket5 steps Auto-close inactive tickets after N days without a contact replyTicket6 steps Ticket assignment by rep skill or language propertyTicket7 steps Escalation ladder L1 to L2 to L3 based on elapsed unresolved timeTicket13 steps Negative CSAT response triggers internal alert and follow-up taskTicket7 steps Round-robin routing that respects business hours for SLA timingTicket8 steps Ticket priority downgrade once the initial triage window closesTicket7 steps Reopened ticket re-routes to original owner if still active, else poolTicket8 steps SLA clock pause while ticket status is "Waiting on contact"Ticket6 steps Ticket routing by associated company tier (enterprise vs SMB property)Ticket7 steps CSAT survey variant for live chat conversationsTicket2 steps After-hours escalation to an on-call rep via schedule propertyTicket6 steps Auto-tag ticket category from subject line keyword matchTicket4 steps Combined priority matrix: severity property plus account tier propertyTicket9 steps Daily digest task for team lead listing tickets at risk of SLA breachTicket5 steps Exclude out-of-office reps from round-robin ticket assignmentTicket10 steps Multi-language ticket routing based on contact language propertyTicket8 steps Customer Effort Score (CES) survey sent after ticket resolutionTicket5 steps Flag contacts with a high ticket reopen count for account reviewTicket3 steps Prevent SLA clock reset on an internal note versus a genuine customer replyTicket6 steps Ticket routing to a partner/reseller support queue by company propertyTicket5 steps Urgent-priority ticket alert to the account owner (CS or sales rep)Ticket5 steps Auto-create a rep follow-up task after a ticket closes with negative CSATTicket2 steps Bulk priority reassignment when a ticket pipeline stage changesTicket3 steps Ticket routing by business unit or brand property (multi-brand portal)Ticket7 steps Weekend and holiday SLA suspension using a business hours scheduleTicket1 step Auto-downgrade ticket priority when a contact goes silent for X daysTicket6 steps CSAT survey fatigue guard: suppress repeat survey within X daysTicket4 steps Escalate automatically when a company has 3 or more open tickets at onceTicket3 steps Reopen-limit escalation: after N reopens, permanently route to a managerTicket5 steps Stamp an SLA-met/missed flag on the ticket at closure for downstream reportingTicket5 steps Ticket routing across hierarchical sub-teams (parent/child HubSpot Teams)Ticket8 stepsEnterprise Ticket-to-custom-object handoff for engineering/bug escalationsTicket3 stepsEnterprise SLA breach webhook to an external paging/on-call toolTicket2 steps Routing based on association to an open enterprise dealTicket3 steps Approval-style gate before closing a high-priority ticket (property-based workaround)Ticket3 steps SLA exemption for an internal/IT ticket pipeline versus a customer-facing pipelineTicket1 step Duplicate-ticket flag for repeat tickets from the same contact within a time windowTicket7 steps Permission-set-limited ticket queues so reps only see their team's ticketsTicket4 stepsEnterprise

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