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Round-robin routing that respects business hours for SLA timing

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
OutcomeTickets still rotate evenly across a queue's rep pool, but the rotation and its timestamp only count against the team during business hours, so a ticket that lands overnight does not make the SLA clock look broken by 8 a.m.
Workflow maptickets-sla-017
Ticket created, queue known leads to Inside business hours window?. Inside business hours window? leads to yes, now: Ticket queue value?; no, off hours: Queued, enrolls at next window open. Ticket queue value? leads to billing: Rotate to Billing pool; technical: Rotate to Technical pool; general: Rotate to General pool; blank / unknown: Notify support ops + add to Needs manual triage list. Queued, enrolls at next window open leads to Ticket queue value?. Rotate to Billing pool leads to Set routed date, notify new owner. Rotate to Technical pool leads to Set routed date, notify new owner. Rotate to General pool leads to Set routed date, notify new owner. yes, now no, off hours billing technical general blank / unknown Ticket created, queue known Inside business hours window? Queued, enrolls at next window open Ticket queue value? Rotate to Billing pool Rotate to Technical pool Rotate to General pool Notify support ops + add to Needs manual triage list Set routed date, notify new owner
Ticket created, queue known leads to Inside business hours window?. Inside business hours window? leads to yes, now: Ticket queue value?; no, off hours: Queued, enrolls at next window open. Ticket queue value? leads to billing: Rotate to Billing pool; technical: Rotate to Technical pool; general: Rotate to General pool; blank / unknown: Notify support ops + add to Needs manual triage list. Queued, enrolls at next window open leads to Ticket queue value?. Rotate to Billing pool leads to Set routed date, notify new owner. Rotate to Technical pool leads to Set routed date, notify new owner. Rotate to General pool leads to Set routed date, notify new owner. yes, now no, off hours blank / unknown Ticket created, queue known Inside business hours window? Queued, enrolls at next window open Ticket queue value? billing Rotate to Billing pool technical Rotate to Technical pool general Rotate to General pool Notify support ops + add to Needs manual triage list Set routed date, notify new owner

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it once the plain round-robin from tickets-sla-001 is working and the next problem is overnight or weekend tickets skewing SLA numbers or waking no one up for nothing.
  • Use it when a business hours schedule is already defined for the team (Settings >; Objects or the Help Desk SLA business hours configuration, whichever your portal exposes).
Read more on when to use itShow less

Skip it

  • Do not use it if the support team genuinely covers 24/7; there is no "off hours" to protect against and tickets-sla-001 alone is enough.
  • Do not use it as a substitute for a real on-call path if some tickets do need an immediate overnight response; pair it with tickets-sla-023 for that case.
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 · 5 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 · 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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