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Ticket routing by business unit or brand property (multi-brand portal)

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.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA single shared portal serving more than one brand or business unit routes each ticket to the right team without the two brands' support queues mixing.
Workflow maptickets-sla-036
Ticket created, brand known leads to Brand value?. Brand value? leads to brand-a: Rotate to Brand A support; brand-b: Rotate to Brand B support; unknown: Notify support ops, add to Needs manual triage. Rotate to Brand A support leads to Set routed date. Rotate to Brand B support leads to Set routed date. brand-a brand-b unknown Ticket created, brand known Brand value? Rotate to Brand A support Rotate to Brand B support Notify support ops, add to Needs manual triage Set routed date
Ticket created, brand known leads to Brand value?. Brand value? leads to brand-a: Rotate to Brand A support; brand-b: Rotate to Brand B support; unknown: Notify support ops, add to Needs manual triage. Rotate to Brand A support leads to Set routed date. Rotate to Brand B support leads to Set routed date. brand-a brand-b unknown Ticket created, brand known Brand value? Rotate to Brand A support Rotate to Brand B support Notify support ops, add to Needs manual triage Set routed date

When to use it, when not to

Use it

  • Use it when one HubSpot portal serves multiple brands or business units that share the object model but need separate support teams, templates, and reporting.
  • Use it as a lighter alternative to separate ticket pipelines per brand, when the brands share enough process that one pipeline with a branch property is simpler to maintain than fully separate pipelines (check in your portal: whether your case is better served by separate pipelines instead, since HubSpot supports multiple ticket pipelines natively and that may be the more correct native mechanism if the brands' processes actually differ, not just their staffing).
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Skip it

  • Do not use it if the brands' ticket processes genuinely differ (different stages, different SLA targets); build separate pipelines instead and let each pipeline's own SLA and automation stand alone, this fiche assumes one shared pipeline.
  • Do not use it if there is only one brand today but "multi-brand" is a future possibility; build this when the second brand is actually live, not speculatively.
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 · 7 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 · 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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One-time, excl. VAT. 30-day refund. Installs in 3 portals. Founding price until 30 November.

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