Urgent-priority ticket alert to the account owner (CS or sales rep)

Outcome. The rep who actually owns the account relationship, not just the support agent assigned the ticket, finds out the moment one of their accounts opens an urgent ticket.

Workflow map Enrollment, branches and actions at a glance tickets-sla-033

flowchart TD
    A[Ticket created or escalated to Urgent] --> B[Copy company owner to account_owner_copy]
    B --> C{account_owner_copy known?}
    C -->|yes| D[Notify account owner, create check-in task]
    C -->|no| E[Notify support ops, no account owner found]

When to use it, when not to

• UseUse it when the ticket owner (support rep) and the account owner (CS manager, AE, or CSM listed as the company's hubspot_owner_id) are routinely different people, and the account owner wants to know about urgent issues without living in the ticket queue.
• UseUse it for renewal-risk visibility: an urgent ticket on an account nearing renewal is exactly the kind of thing a CSM should hear about immediately, not discover in a health score report days later.
• SkipDo not use it if the ticket owner and the account owner are already the same person on your team structure; the notification would just duplicate what they already see.
• SkipDo not use it for every priority level; this fiche targets Urgent specifically, pair with tickets-sla-009 if High-priority enterprise tickets also need account-owner visibility.