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Ticket source-based routing (chat vs email vs form)

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.

Ticket7 stepsUpdated for HubSpot seat pricing
OutcomeTickets route to a pool sized and skilled for their originating channel, so a chat conversation expecting a fast reply does not sit behind a backlog of async email tickets.
Workflow maptickets-sla-011
Ticket created, source known leads to Ticket source value?. Ticket source value? leads to Chat: Rotate to Chat pool, priority Medium; Email: Rotate to Email pool; Form: Rotate to Forms pool; Phone/API/other: Rotate to General pool. Rotate to Chat pool, priority Medium leads to Set routed date. Rotate to Email pool leads to Set routed date. Rotate to Forms pool leads to Set routed date. Rotate to General pool leads to Set routed date. Chat Email Form Phone/API/other Ticket created, source known Ticket source value? Rotate to Chat pool, priority Medium Rotate to Email pool Rotate to Forms pool Rotate to General pool Set routed date
Ticket created, source known leads to Ticket source value?. Ticket source value? leads to Chat: Rotate to Chat pool, priority Medium; Email: Rotate to Email pool; Form: Rotate to Forms pool; Phone/API/other: Rotate to General pool. Rotate to Chat pool, priority Medium leads to Set routed date. Rotate to Email pool leads to Set routed date. Rotate to Forms pool leads to Set routed date. Rotate to General pool leads to Set routed date. Ticket created, source known Ticket source value? Chat Rotate to Chat pool, priority Medium Email Rotate to Email pool Form Rotate to Forms pool Phone/API/other Rotate to General pool Set routed date

When to use it, when not to

Use it

  • Use it when different channels need different response speed or skill, for example live chat expects a near-immediate reply while email tickets can queue.
  • Use it as one input among several if product or category also matters; see Variants for combining signals.
Read more on when to use itShow less

Skip it

  • Do not use it as your only routing signal if it leaves a channel's pool without the skill to handle what actually came in; pair it with product or category routing where needed.
  • Do not use it if every channel already feeds the same pool with the same expectations; there is nothing to differentiate.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 3 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 · 7 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 · 5 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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