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Combined priority matrix: severity property plus account tier 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.

Ticket9 stepsUpdated for HubSpot seat pricing
OutcomeTicket priority is set from two signals at once, how bad the issue is and how significant the account is, instead of a single property doing double duty and getting it wrong for either a minor issue at a big account or a critical issue at a small one.
Workflow maptickets-sla-025
Ticket created, severity known leads to Severity value?. Severity value? leads to critical: Account tier = enterprise?; major: Account tier = enterprise?; minor: Priority = Low. Account tier = enterprise? leads to yes: Priority = Urgent, notify escalation contact; no: Priority = High. Account tier = enterprise? leads to yes: Priority = High; no: Priority = Medium. critical yes no major yes no minor Ticket created, severity known Severity value? Account tier = enterprise? Account tier = enterprise? Priority = Urgent, notify escalation contact Priority = High Priority = High Priority = Medium Priority = Low
Ticket created, severity known leads to Severity value?. Severity value? leads to critical: Account tier = enterprise?; major: Account tier = enterprise?; minor: Priority = Low. Account tier = enterprise? leads to yes: Priority = Urgent, notify escalation contact; no: Priority = High. Account tier = enterprise? leads to yes: Priority = High; no: Priority = Medium. critical yes no major yes no minor Ticket created, severity known Severity value? Account tier = enterprise? Priority = Urgent, notify escalation contact Priority = High Account tier = enterprise? Priority = High Priority = Medium Priority = Low

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 severity and account tier are both reliably captured before or at ticket creation, and a single "priority" value set from severity alone (tickets-sla-002) is not distinguishing enough between accounts.
  • Use it when the business genuinely wants enterprise accounts to get a priority bump over an otherwise-identical issue at a smaller account, and that policy is explicit, not assumed.
Read more on when to use itShow less

Skip it

  • Do not use it if severity alone already captures everything that matters; adding account tier only makes sense if account size is a deliberate part of your service policy.
  • Do not use it if severity is not reliably set at intake; a matrix built on a mostly-blank input column produces mostly-default priority values.
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 · 9 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 · 6 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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