Skip to content
The Workflow Library
Get the full library

Ticket priority auto-set from source and keyword match

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
OutcomeEvery new ticket gets a priority value the moment it is created, based on where it came from and words in the subject line, instead of a rep guessing at triage.
Workflow maptickets-sla-002
Ticket created leads to Subject contains urgency keywords?. Subject contains urgency keywords? leads to yes: Priority = High, flag Needs review; no: Subject contains billing keywords?. Subject contains billing keywords? leads to yes: Priority = Medium; no: Source = Chat?. Source = Chat? leads to yes: Priority = Medium; no: Priority = Low. yes no yes no yes no Ticket created Subject contains urgency keywords? Priority = High, flag Needs review Subject contains billing keywords? Priority = Medium Source = Chat? Priority = Medium Priority = Low
Ticket created leads to Subject contains urgency keywords?. Subject contains urgency keywords? leads to yes: Priority = High, flag Needs review; no: Subject contains billing keywords?. Subject contains billing keywords? leads to yes: Priority = Medium; no: Source = Chat?. Source = Chat? leads to yes: Priority = Medium; no: Priority = Low. yes no yes no yes no Ticket created Subject contains urgency keywords? Priority = High, flag Needs review Subject contains billing keywords? Priority = Medium Source = Chat? Priority = Medium Priority = Low

When to use it, when not to

Use it

  • Use it when priority is currently set manually and inconsistently, or left blank until someone opens the ticket.
  • Use it when a handful of keywords (outage, down, cannot login, refund) reliably signal urgency in your support volume.
Read more on when to use itShow less

Skip it

  • Do not use it as your only signal for genuinely critical issues. Keyword match is a first pass, not a guarantee; pair it with a human review step for anything auto-set to Urgent, see tickets-sla-008.
  • Do not use it if your ticket subjects are free text with no consistent vocabulary (for example, a live chat that auto-generates generic subjects). Route on source and category property instead.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 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 · 4 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.

Unlock all 565 specs, 149 EUR

One-time, excl. VAT. 30-day refund. Installs in 3 portals. Founding price until 30 November.

Read the free Tickets and SLA spec

Not the workflow you needed?

More in Tickets and SLA

50 specs in this section

See all 50 This category, 39 EUR
FreeRound-robin ticket assignment by team/queueTicket12 steps Ticket routing by category/product property to a specialized queueTicket8 steps CSAT survey sent automatically when a ticket is closedTicket5 steps Ticket escalation to manager when SLA time-to-close is breachedTicket8 steps

Read 12 complete specs before you pay.

One per category, same format as the paid ones. Email only, no card.

We email the link, then a short note when specs change. Nothing else.

149 EUR199

Full library, 565 specs
Get the full library