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Auto-tag ticket category from subject line keyword match

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.

Ticket4 stepsUpdated for HubSpot seat pricing
OutcomeA ticket without a queue value already set (for example one that arrived by email or a plain form with no routing question) gets a best-guess Ticket queue value from its subject line, so tickets-sla-001's round-robin has something to route on instead of falling through to manual triage.
Workflow maptickets-sla-024
Ticket created, queue not already set leads to Subject contains billing keywords?. Subject contains billing keywords? leads to yes: Set queue = billing; no: Subject contains technical keywords?. Subject contains technical keywords? leads to yes: Set queue = technical; no: Set queue = general. yes no yes no Ticket created, queue not already set Subject contains billing keywords? Set queue = billing Subject contains technical keywords? Set queue = technical Set queue = general
Ticket created, queue not already set leads to Subject contains billing keywords?. Subject contains billing keywords? leads to yes: Set queue = billing; no: Subject contains technical keywords?. Subject contains technical keywords? leads to yes: Set queue = technical; no: Set queue = general. yes no yes no Ticket created, queue not already set Subject contains billing keywords? Set queue = billing Subject contains technical keywords? Set queue = technical Set queue = general

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 as the upstream classification step tickets-sla-001 assumes exists for channels that do not already populate Ticket queue through a form field or chatflow routing question.
  • Use it when subject lines are reasonably predictable, for example customers writing "invoice question" or "app keeps crashing," not vague one-word subjects that give the keyword match nothing to work with.
Read more on when to use itShow less

Skip it

  • Do not use it as a substitute for a proper intake form with an explicit routing question; a form field the customer fills in on purpose is more reliable than guessing from free text.
  • Do not use it if your queues need more precision than three broad buckets; a finer classification needs a longer keyword list or a different approach entirely, not more branches bolted onto this one.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 2 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 · 4 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 · 4 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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