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Ticket routing to a partner/reseller support queue by company 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.

Ticket5 stepsUpdated for HubSpot seat pricing
OutcomeA ticket from an account that came in through a partner or reseller lands with the team set up to handle that relationship, instead of mixing into the general queue where the rep has no context on the reseller agreement.
Workflow maptickets-sla-032
Ticket created, company channel known leads to account_channel value?. account_channel value? leads to partner: Rotate to Partner support pool; direct or unknown: No action here, falls to other routing workflows. Rotate to Partner support pool leads to Set routed date, notify owner with partner name. partner direct or unknown Ticket created, company channel known account_channel value? Rotate to Partner support pool No action here, falls to other routing workflows Set routed date, notify owner with partner name
Ticket created, company channel known leads to account_channel value?. account_channel value? leads to partner: Rotate to Partner support pool; direct or unknown: No action here, falls to other routing workflows. Rotate to Partner support pool leads to Set routed date, notify owner with partner name. partner direct or unknown Ticket created, company channel known account_channel value? Rotate to Partner support pool Set routed date, notify owner with partner name No action here, falls to other routing workflows

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 accounts are already tagged by acquisition channel at the company level and a distinct partner support process exists, staffed differently than direct-customer support.
  • Use it when partner accounts need different first-response handling, for example looping in a partner success contact, not just a different rep pool.
Read more on when to use itShow less

Skip it

  • Do not use it if partner tickets are rare enough that a manual tag and manual reassignment covers it; building a dedicated queue for a handful of tickets a month adds overhead without payoff.
  • Do not use it as a substitute for tickets-sla-021's tier-based routing; a partner account can also be enterprise or SMB tier, the two properties answer different questions and can be combined, see Variants.
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 · 5 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 4

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 3 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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