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Route inbound support-turned-sales leads from tickets to AE

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket8 stepsUpdated for HubSpot seat pricing
OutcomeA ticket that turns into a sales opportunity gets handed to an AE within hours instead of sitting in the support queue until someone remembers to mention it.
Workflow maplead-routing-031
Sales Opportunity Flag set true leads to Rotate ticket owner to on-call AE. Rotate ticket owner to on-call AE leads to Set handoff routed date, notify AE, create call task. Set handoff routed date, notify AE, create call task leads to Delay 4 business hours. Delay 4 business hours leads to Activity logged since handoff?. Activity logged since handoff? leads to No: Notify sales manager; Yes: End, no action. No Yes Sales Opportunity Flag set true Rotate ticket owner to on-call AE Set handoff routed date, notify AE, create call task Delay 4 business hours Activity logged since handoff? Notify sales manager End, no action
Sales Opportunity Flag set true leads to Rotate ticket owner to on-call AE. Rotate ticket owner to on-call AE leads to Set handoff routed date, notify AE, create call task. Set handoff routed date, notify AE, create call task leads to Delay 4 business hours. Delay 4 business hours leads to Activity logged since handoff?. Activity logged since handoff? leads to No: Notify sales manager; Yes: End, no action. No Yes Sales Opportunity Flag set true Rotate ticket owner to on-call AE Set handoff routed date, notify AE, create call task Delay 4 business hours Activity logged since handoff? Notify sales manager End, no action

When to use it, when not to

Use it

  • Use it when support agents regularly spot upsell, renewal, or new-business signals inside tickets and currently pass them along by direct message or not at all.
  • Use it when the handoff target is a small, defined AE pool that can pick up a live conversation quickly.
Read more on when to use itShow less

Skip it

  • Do not use it if support and sales already share one queue and one set of owners; there is no handoff to automate.
  • Do not use it to replace deal creation. This fiche moves ownership and notifies; building the actual deal is a separate step, see Variants.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 8 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 4

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 3 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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