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At-risk account alert from support ticket volume spike

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.

Company3 stepsUpdated for HubSpot seat pricing
OutcomeAn account that suddenly opens several support tickets in a short window gets flagged to the account owner as at-risk, instead of the volume only showing up later in a monthly report.
Workflow maprenewal-expansion-013
Ticket created, associated company leads to Increment Open Tickets Last 30 Days. Increment Open Tickets Last 30 Days leads to Count >= 3 and not yet flagged?. Ticket closed leads to Decrement Open Tickets Last 30 Days. Decrement Open Tickets Last 30 Days leads to Count >= 3 and not yet flagged?. Count >= 3 and not yet flagged? leads to yes: Set Ticket Spike Flagged = true; no: No action. Set Ticket Spike Flagged = true leads to Create task for owner. Create task for owner leads to Notify owner and CSM. yes no Ticket created, associated company Ticket closed Increment Open Tickets Last 30 Days Decrement Open Tickets Last 30 Days Count >= 3 and not yet flagged? Set Ticket Spike Flagged = true No action Create task for owner Notify owner and CSM
Ticket created, associated company leads to Increment Open Tickets Last 30 Days. Increment Open Tickets Last 30 Days leads to Count >= 3 and not yet flagged?. Ticket closed leads to Decrement Open Tickets Last 30 Days. Decrement Open Tickets Last 30 Days leads to Count >= 3 and not yet flagged?. Count >= 3 and not yet flagged? leads to yes: Set Ticket Spike Flagged = true; no: No action. Set Ticket Spike Flagged = true leads to Create task for owner. Create task for owner leads to Notify owner and CSM. yes no Ticket created, associated company Ticket closed Increment Open Tickets Last 30 Days Decrement Open Tickets Last 30 Days Count >= 3 and not yet flagged? Set Ticket Spike Flagged = true No action Create task for owner Notify owner and CSM

When to use it, when not to

Use it

  • Use it once ticket volume per account is visible as a running number on the company record, not just as individual ticket records with no rollup.
  • Use it as one input into a broader risk picture; pair it with renewal-expansion-004's churn risk score if usage and NPS data are also available.
Read more on when to use itShow less

Skip it

  • Do not use it for accounts where a high ticket count is expected and healthy, such as an onboarding phase with planned check-ins; exclude those with the suppression list below.
  • Do not use it if ticket volume genuinely cannot be tracked per company in this portal (tickets not consistently associated to companies); fix that association gap first.
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 · 3 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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