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Reopened ticket re-routes to original owner if still active, else pool

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
OutcomeA reopened ticket stays with the rep who already knows its history, unless that rep is no longer on the team, in which case it drops back into normal rotation instead of sitting assigned to someone who cannot act on it.
Workflow maptickets-sla-019
Ticket reopens leads to Owner known and still on queue's team?. Owner known and still on queue's team? leads to yes: Keep owner, notify them; no: Ticket queue value?. Keep owner, notify them leads to Set routed date. Ticket queue value? leads to billing: Rotate to Billing pool; technical: Rotate to Technical pool; general: Rotate to General pool. Rotate to Billing pool leads to Notify new owner, reassigned. Rotate to Technical pool leads to Notify new owner, reassigned. Rotate to General pool leads to Notify new owner, reassigned. Notify new owner, reassigned leads to Set routed date. yes no billing technical general Ticket reopens Owner known and still on queue's team? Keep owner, notify them Ticket queue value? Rotate to Billing pool Rotate to Technical pool Rotate to General pool Notify new owner, reassigned Set routed date
Ticket reopens leads to Owner known and still on queue's team?. Owner known and still on queue's team? leads to yes: Keep owner, notify them; no: Ticket queue value?. Keep owner, notify them leads to Set routed date. Ticket queue value? leads to billing: Rotate to Billing pool; technical: Rotate to Technical pool; general: Rotate to General pool. Rotate to Billing pool leads to Notify new owner, reassigned. Rotate to Technical pool leads to Notify new owner, reassigned. Rotate to General pool leads to Notify new owner, reassigned. Notify new owner, reassigned leads to Set routed date. yes no Ticket reopens Owner known and still on queue's team? Keep owner, notify them Ticket queue value? billing Rotate to Billing pool technical Rotate to Technical pool general Rotate to General pool Notify new owner, reassigned Set routed date

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 alongside tickets-sla-007 (auto-reopen on reply), as the piece that decides who actually owns the reopened conversation.
  • Use it whenever reps leave the team or move between queues, since a reopened ticket built to auto-assign back to "the same owner" quietly fails the day that owner is gone.
Read more on when to use itShow less

Skip it

  • Do not use it if your team is small enough that reassigning a reopened ticket is always a manual, deliberate choice; the branch logic here adds complexity that a two-person team does not need.
  • Do not use it as a substitute for tickets-sla-007's reopen detection itself; this fiche assumes the ticket has already reopened and reacts to that.
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 · 7 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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