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Ticket assignment by rep skill or language property

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
OutcomeA ticket routes to a rep who actually speaks the customer's language, instead of landing in a generic pool that might have no one qualified to answer.
Workflow maptickets-sla-014
Ticket created leads to Contact language?. Contact language? leads to fr: Rotate to French-speaking pool; nl: Rotate to Dutch-speaking pool; de: Rotate to German-speaking pool; es: Rotate to Spanish-speaking pool; en / unknown: Rotate to English/general pool. Rotate to French-speaking pool leads to Set routed date. Rotate to Dutch-speaking pool leads to Set routed date. Rotate to German-speaking pool leads to Set routed date. Rotate to Spanish-speaking pool leads to Set routed date. Rotate to English/general pool leads to Set routed date. Ticket created Contact language? fr Rotate to French-speaking pool nl Rotate to Dutch-speaking pool de Rotate to German-speaking pool es Rotate to Spanish-speaking pool en / unknown Rotate to English/general pool Set routed date
Ticket created leads to Contact language?. Contact language? leads to fr: Rotate to French-speaking pool; nl: Rotate to Dutch-speaking pool; de: Rotate to German-speaking pool; es: Rotate to Spanish-speaking pool; en / unknown: Rotate to English/general pool. Rotate to French-speaking pool leads to Set routed date. Rotate to Dutch-speaking pool leads to Set routed date. Rotate to German-speaking pool leads to Set routed date. Rotate to Spanish-speaking pool leads to Set routed date. Rotate to English/general pool leads to Set routed date. Ticket created Contact language? fr Rotate to French-speaking pool nl Rotate to Dutch-speaking pool de Rotate to German-speaking pool es Rotate to Spanish-speaking pool en / unknown Rotate to English/general pool Set routed date

When to use it, when not to

Use it

  • Use it when the support team has meaningfully different languages or skills, not everyone can handle a request in every language.
  • Use it when the requester's language is reliably known before assignment, not guessed after the fact.
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Skip it

  • Do not use it if the whole team is cross-trained and interchangeable; the plain rotation in tickets-sla-001 is simpler and enough.
  • Do not use it as the only safeguard if a language pool has a single rep; a one-person pool needs an explicit backup path, see Known pitfalls.
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 · 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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