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Ticket routing by category/product property to a specialized queue

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
OutcomeNew tickets route straight to the support pool that owns the relevant product or category, instead of landing in one shared queue for manual triage.
Workflow maptickets-sla-008
Ticket created, product line known leads to Product line value?. Product line value? leads to core-product: Rotate to Core product pool; mobile-app: Rotate to Mobile app pool; integrations: Rotate to Integrations pool; billing-platform: Rotate to Billing platform pool. Rotate to Core product pool leads to Set routed date, notify new owner. Rotate to Mobile app pool leads to Set routed date, notify new owner. Rotate to Integrations pool leads to Set routed date, notify new owner. Rotate to Billing platform pool leads to Set routed date, notify new owner. core-product mobile-app integrations billing-platform Ticket created, product line known Product line value? Rotate to Core product pool Rotate to Mobile app pool Rotate to Integrations pool Rotate to Billing platform pool Set routed date, notify new owner
Ticket created, product line known leads to Product line value?. Product line value? leads to core-product: Rotate to Core product pool; mobile-app: Rotate to Mobile app pool; integrations: Rotate to Integrations pool; billing-platform: Rotate to Billing platform pool. Rotate to Core product pool leads to Set routed date, notify new owner. Rotate to Mobile app pool leads to Set routed date, notify new owner. Rotate to Integrations pool leads to Set routed date, notify new owner. Rotate to Billing platform pool leads to Set routed date, notify new owner. Ticket created, product line known Product line value? core-product Rotate to Core product pool mobile-app Rotate to Mobile app pool integrations Rotate to Integrations pool billing-platform Rotate to Billing platform pool Set routed date, notify new owner

When to use it, when not to

Use it

  • Use it when support covers two or more distinct products or categories that need different expertise, for example a core product, a mobile app, and an integrations layer.
  • Use it when the current process is a person reading each ticket and manually forwarding it to the right team.
Read more on when to use itShow less

Skip it

  • Do not use it if there is only one product and one pool; the plain rotation in tickets-sla-001 is simpler and enough.
  • Do not use it for account-tier routing (enterprise versus SMB); that is a separate signal, see tickets-sla-009 and tickets-sla-021.
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 · 5

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

Test plan and UAT script · 6 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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