Outcome. An urgent ticket created outside business hours reaches whoever is on call that week, instead of waiting for the queue to open the next business day like tickets-sla-017's routine tickets do.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-023
flowchart TD
A[Ticket created outside business hours] --> B{Ticket priority?}
B -->|Urgent| C[Rotate to On-call rotation]
C --> D[Set after_hours_escalated = true]
D --> E[Notify on-call rep]
B -->|High| F[Add to After-hours - next business day triage list]
B -->|Medium/Low/unknown| G[No action - queue routing picks it up at business hours open]
When to use it, when not to
- UseUse it when the team runs an on-call rotation for genuine emergencies and business-hours routing (tickets-sla-017) is correct for everything else.
- UseUse it only for the priority levels that truly justify waking someone up; treating every after-hours ticket as on-call material burns out the rotation fast.
- SkipDo not use it without an actual, staffed on-call rotation in place; the workflow can assign a ticket to someone, it cannot make them respond at 2 a.m. if that is not part of their role.
- SkipDo not use it as your only after-hours safeguard if a true paging tool with acknowledgment and fallback exists; HubSpot's native actions have no delivery confirmation loop, see Known pitfalls and tickets-sla-045 for a webhook-based alternative.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.5 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.5 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.6 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
