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Ticket routing across hierarchical sub-teams (parent/child HubSpot Teams)

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Enterprise

Seat pricing: Enterprise 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 Enterprise.

8 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 ticket routes to a specific sub-team for day-to-day handling, while a parent team lead automatically gets visibility and an escalation path across every sub-team underneath them, without a separate workflow per sub-team's reporting chain.
Workflow maptickets-sla-043
Ticket created, queue known leads to Ticket queue value?. Ticket queue value? leads to billing: Rotate to Support - Billing child team; technical: Rotate to Support - Technical child team; unknown: Notify parent team lead, add to Needs manual triage. Rotate to Support - Billing child team leads to First-response SLA at risk?. Rotate to Support - Technical child team leads to First-response SLA at risk?. First-response SLA at risk? leads to yes: Escalate to parent team lead; no: End, normal handling. billing technical unknown yes no Ticket created, queue known Ticket queue value? Rotate to Support - Billing child team Rotate to Support - Technical child team Notify parent team lead, add to Needs manual triage First-response SLA at risk? Escalate to parent team lead End, normal handling
Ticket created, queue known leads to Ticket queue value?. Ticket queue value? leads to billing: Rotate to Support - Billing child team; technical: Rotate to Support - Technical child team; unknown: Notify parent team lead, add to Needs manual triage. Rotate to Support - Billing child team leads to First-response SLA at risk?. Rotate to Support - Technical child team leads to First-response SLA at risk?. First-response SLA at risk? leads to yes: Escalate to parent team lead; no: End, normal handling. billing technical unknown yes no Ticket created, queue known Ticket queue value? Rotate to Support - Billing child team Rotate to Support - Technical child team Notify parent team lead, add to Needs manual triage First-response SLA at risk? Escalate to parent team lead End, normal handling

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 hierarchical Teams (parent teams with child teams underneath) are already set up in Settings >; Users & Teams, an Enterprise-only structure used mainly for permissions and reporting rollups. Teams come with Professional and Enterprise, and nested teams require Enterprise (https://knowledge.hubspot.com/user-management/create-and-manage-teams).
  • Use it when a parent team lead needs to see and escalate across every child sub-team's tickets without being individually added to each one, which is what the hierarchy is actually for; this fiche's rotation logic itself is no different from tickets-sla-001, the hierarchy changes who gets looped in on escalation, not how the base rotation works.
Read more on when to use itShow less

Skip it

  • Do not use it expecting hierarchical Teams to change how Rotate record to owner picks a member; the rotate action still needs an explicit pool (a specific child Team or a manually maintained list), the hierarchy is a permissions and reporting layer, not a routing behavior by itself (check in your portal: confirm whether the rotate action can target a parent Team and automatically include all child Team members, or only accepts one Team level at a time).
  • Do not use it on a flat, single-tier Team structure; if there are no parent/child relationships in your portal, this is just tickets-sla-001 with extra unnecessary complexity.
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 · 8 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 · 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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