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Ticket routing by associated company tier (enterprise vs SMB 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.

7 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 lands in a pool sized for the account it came from, an enterprise account reaching a small, senior pool, an SMB account reaching the larger general pool, instead of every ticket competing for the same queue regardless of who it is from.
Workflow maptickets-sla-021
Ticket created, company tier known leads to account_tier value?. account_tier value? leads to enterprise: Rotate to Enterprise pool; mid-market: Rotate to Mid-market pool; smb: Rotate to SMB pool; unknown: Rotate to General pool, flag for tier confirmation. Rotate to Enterprise pool leads to Set routed date. Rotate to Mid-market pool leads to Set routed date. Rotate to SMB pool leads to Set routed date. Rotate to General pool, flag for tier confirmation leads to Set routed date. enterprise mid-market smb unknown Ticket created, company tier known account_tier value? Rotate to Enterprise pool Rotate to Mid-market pool Rotate to SMB pool Rotate to General pool, flag for tier confirmation Set routed date
Ticket created, company tier known leads to account_tier value?. account_tier value? leads to enterprise: Rotate to Enterprise pool; mid-market: Rotate to Mid-market pool; smb: Rotate to SMB pool; unknown: Rotate to General pool, flag for tier confirmation. Rotate to Enterprise pool leads to Set routed date. Rotate to Mid-market pool leads to Set routed date. Rotate to SMB pool leads to Set routed date. Rotate to General pool, flag for tier confirmation leads to Set routed date. Ticket created, company tier known account_tier value? enterprise Rotate to Enterprise pool mid-market Rotate to Mid-market pool smb Rotate to SMB pool unknown Rotate to General pool, flag for tier confirmation 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 when different account tiers genuinely need different handling, response speed, or seniority, not just a nicer label on the same queue.
  • Use it as a companion to tickets-sla-009 (high-priority routing for enterprise/VIP accounts), which layers escalation contact notification on top of a similar signal; this fiche is the plainer routing-only version.
Read more on when to use itShow less

Skip it

  • Do not use it if every account gets the same support regardless of size; there is nothing to differentiate.
  • Do not use it as the only routing signal if product or category also genuinely matters; see Variants for combining both.
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 · 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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50 specs in this section

See all 50 This category, 39 EUR
FreeRound-robin ticket assignment by team/queueTicket12 steps High-priority routing for enterprise/VIP accountsTicket8 steps Ticket routing by category/product property to a specialized queueTicket8 steps Ticket priority auto-set from source and keyword matchTicket8 steps

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