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High-priority routing for enterprise/VIP accounts

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.

8 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA ticket from an enterprise or VIP account is bumped to high priority and routed to a senior support pool automatically, instead of being triaged the same way as a standard ticket.
Workflow maptickets-sla-009
Ticket created, associated company tier = enterprise leads to Priority = High. Priority = High leads to Rotate to VIP/senior pool. Rotate to VIP/senior pool leads to Set routed date, notify new owner. Set routed date, notify new owner leads to Escalation contact known?; Add to Enterprise/VIP tickets list. Escalation contact known? leads to yes: Notify account owner / CS lead; no: Skip. yes no Ticket created, associated company tier = enterprise Priority = High Rotate to VIP/senior pool Set routed date, notify new owner Escalation contact known? Add to Enterprise/VIP tickets list Notify account owner / CS lead Skip
Ticket created, associated company tier = enterprise leads to Priority = High. Priority = High leads to Rotate to VIP/senior pool. Rotate to VIP/senior pool leads to Set routed date, notify new owner. Set routed date, notify new owner leads to Escalation contact known?; Add to Enterprise/VIP tickets list. Escalation contact known? leads to yes: Notify account owner / CS lead; no: Skip. yes no Ticket created, associated company tier = enterprise Priority = High Rotate to VIP/senior pool Set routed date, notify new owner Escalation contact known? Notify account owner / CS lead Skip Add to Enterprise/VIP tickets list

When to use it, when not to

Use it

  • Use it when a defined subset of accounts (named enterprise customers, high contract value, contractual support terms) needs faster or more senior handling than the general queue.
  • Use it alongside a contractual SLA, not instead of one; the native SLA targets (tickets-sla-003, tickets-sla-005) still need their own per-priority configuration.
Read more on when to use itShow less

Skip it

  • Do not use it for every account-tier distinction, only the ones that actually change how a ticket should be handled.
  • Do not use it if the account tier property is stale or unmaintained; fix data quality first, or this workflow silently misses accounts that should qualify.
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 · 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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