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SLA exemption for an internal/IT ticket pipeline versus a customer-facing pipeline

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.

Ticket1 stepUpdated for HubSpot seat pricing
OutcomeInternal IT or employee-facing tickets stop tripping the same SLA escalation and reporting workflows built for customer support, without turning those workflows off for the pipeline that actually needs them.
Workflow maptickets-sla-048
Ticket created in Internal IT pipeline leads to Customer-facing SLA workflow enrollment filter checks pipeline. Customer-facing SLA workflow enrollment filter checks pipeline leads to Internal IT, excluded: Workflow does not enroll, no customer-SLA escalation applies. Ticket created in customer-facing pipeline leads to Workflow enrolls normally. Internal IT, excluded Ticket created in Internal IT pipeline Ticket created in customer-facing pipeline Customer-facing SLA workflow enrollment filter checks pipeline Workflow enrolls normally Workflow does not enroll, no customer-SLA escalation applies
Ticket created in Internal IT pipeline leads to Customer-facing SLA workflow enrollment filter checks pipeline. Customer-facing SLA workflow enrollment filter checks pipeline leads to Internal IT, excluded: Workflow does not enroll, no customer-SLA escalation applies. Ticket created in customer-facing pipeline leads to Workflow enrolls normally. Internal IT, excluded Ticket created in Internal IT pipeline Customer-facing SLA workflow enrollment filter checks pipeline Workflow does not enroll, no customer-SLA escalation applies Ticket created in customer-facing pipeline Workflow enrolls normally

When to use it, when not to

Use it

  • Use it once a separate ticket pipeline exists for internal requests (employee IT tickets, internal facilities requests, and similar), sharing the same ticket object as customer-facing support but with a different, usually looser, response expectation.
  • Use it as the honest version of this idea: the real fix is that an internal pipeline should simply have no SLA targets configured on it at all, or its own more relaxed targets, in Settings > Objects > Tickets > Pipelines > this pipeline > SLA; that is pipeline configuration, not a workflow (check in your portal: confirm SLA targets are configured per pipeline in your current portal version). If that is already true, most of what follows is unnecessary, this fiche exists for the workflows layered on top of the native SLA that do not automatically respect pipeline boundaries.
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Skip it

  • Do not use it thinking this "workflow" invents SLA exemption from nothing; if the internal pipeline still has customer-support SLA targets applied to it, fix that in pipeline settings first, this fiche only addresses custom escalation workflows built separately.
  • Do not use it if you only have one pipeline serving both audiences; separate the pipelines first, mixing internal and customer tickets in one pipeline makes any per-audience automation unreliable regardless of this fiche.
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The rest of this spec

Prerequisites · 3 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 2 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 1 numbered action

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 · 2 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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