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How Ticket Scenarios work in HubSpot

Review Ticket Scenarios work in HubSpot

Workflow Name: Ticket Scenarios

Scenario: New Ticket that is an Integration in DIY Setup

When to use this

Use this scenario when a ticket relates to a new integration that is:

  • Currently in progress, or

  • Being completed by the customer as a DIY setup

What the system does

When this scenario is selected, the system:

  • Updates the relevant ticket fields to classify the issue correctly

  • Tags the ticket as an integration setup case

What support should know

  • This scenario standardises how new integration setup tickets are handled 

Scenario: Amazon Account Issues

When to use this

Use this scenario when:

  • A job has failed due to an Amazon account issue

  • The issue requires customer action

What the system does

When this scenario is selected, the system:

  • Adds an internal note to the ticket explaining the Amazon account issue

  • Creates a follow-up task at Day 4 if there has been no customer response

  • Creates a second follow-up task at Day 7 if the ticket is still unanswered

What support should know

  • This scenario ensures customers are followed up consistently

  • You do not need to manually create reminder tasks

  • If the customer responds, no further automated follow-ups are triggered

Important notes

  • Use this only for Amazon-related account failures, not general Amazon errors

Scenario: Download Active Items

When to use this

Use this scenario when handling tickets related to Download Active Items.

What the system does

When this scenario is selected, the system:

  • Updates the relevant ticket fields to classify the request correctly

  • Applies the correct internal handling rules for Download Active Items tickets

What support should know

  • This scenario is used primarily for classification and routing 

Scenario: eBay Out of Stock Flag

When to use this

Use this scenario when:

  • A job has failed because the eBay “out of stock” flag is not enabled

  • The issue requires customer action to resolve

What the system does

When this scenario is selected, the system:

  • Adds an internal note to the ticket explaining the out-of-stock flag issue and canned response to use

  • Creates a follow-up task at Day 4 if the customer has not responded

  • Creates a second follow-up task at Day 7 if there is still no response

What support should know

  • This scenario ensures customers are followed up consistently without manual reminders to the agent

  • You do not need to create tasks or chase the customer manually

  • If the customer responds, no further automated follow-ups are triggered

Scenario: Escalated to Dev Fairy

When to use this

Use this scenario when:

  • A ticket needs to be escalated to Dev Fairy (DF) for investigation or resolution

What the system does

When this scenario is selected, the system:

  • Sends an automated response confirming the escalation to Dev Fairy

  • Sends an email notification to the customer explaining the escalation

  • Adds an internal note to the ticket recording that the ticket has been escalated

What support should know

  • Use this scenario instead of manually emailing or noting the escalation

  • The customer is automatically informed — no separate message is required

  • The ticket remains visible to support unless reassigned by DF

Important notes

  • Select this scenario only once per escalation

  • If the ticket returns from DF, select the appropriate follow-up scenario

Scenario: Escalated to Level 2

When to use this

Use this scenario when:

  • A ticket requires Level 2 (L2) support involvement

What the system does

When this scenario is selected, the system:

  • Sends an automated response confirming escalation to Level 2

  • Sends an internal email to the Level 2

  • Sends an email notification to the customer explaining the escalation

  • Adds an internal note documenting the escalation

  • Updates ticket properties to Waiting on L2

What support should know

  • This scenario handles all escalation communication automatically

  • Do not manually change the ticket status or email Level 2

Important notes

  • When Level 2 responds, select the appropriate next Ticket Scenario

Scenario: Failed Purge

When to use this

Use this scenario when:

  • A purge job has failed

  • The ticket relates specifically to a failed purge process

What the system does

When this scenario is selected, the system:

  • Updates the relevant ticket fields to classify the issue correctly

  • Applies the correct internal handling note on how to troubleshoot failed purge tickets

What support should know

  • This scenario is primarily for classification and routing

  • No automated customer communication or follow-ups are triggered

Scenario: Invoicing Error Tickets

When to use this

Use this scenario when:

  • An invoicing error ticket has been identified

What the system does

When this scenario is selected, the system:

  • Ensures the ticket is categorised correctly for reporting

Scenario: Linode Invoices

When to use this

Use this scenario when:

  • A ticket relates specifically to Linode invoices

  • No further investigation or follow-up is required

What the system does

When this scenario is selected, the system:

  • Assigns the ticket to Ivan

  • Updates the relevant ticket fields for correct classification

  • Closes the ticket

What support should know

  • Use this instead of manually reassigning and closing the ticket

  • This ensures Linode invoice tickets are handled consistently

Scenario: Shopify GDPR Request

When to use this

Use this scenario when:

  • A ticket relates to a Shopify GDPR request

What the system does

When this scenario is selected, the system:

  • Updates the relevant ticket fields to classify the request

What support should know

  • No automatic closure or escalation occurs

Scenario: Update FAQ

When to use this

Use this scenario when:

  • A ticket highlights a need to update existing FAQ documentation

  • Level 2 involvement is required for documentation review

What the system does

When this scenario is selected, the system:

  • Sends an internal email to Bill requesting an FAQ update

  • Adds an internal note that can be completed by the ticket owner

  • Sets the ticket status to Waiting on L2

  • Updates the relevant ticket fields

What support should know

  • Use this for documentation improvements

  • Do not manually email Bill or change the status

Scenario: Create FAQ

When to use this

Use this scenario when:

  • A ticket identifies the need for new FAQ documentation

  • Level 2 involvement is required to create documentation

What the system does

When this scenario is selected, the system:

  • Sends an internal email to Bill requesting FAQ creation

  • Adds an internal note that can be completed by the ticket owner

  • Sets the ticket status to Waiting on L2

  • Updates the relevant ticket fields

What support should know

  • This scenario is used for new documentation requests only 

Scenario: Voice Mail – Call Hang Up

When to use this

Use this scenario when:

  • A phone call results in a hang-up

  • No voicemail message is left

What the system does

When this scenario is selected, the system:

  • Adds an internal note recording the hang-up

  • Updates the relevant ticket fields

  • Closes the ticket

What support should know

  • No follow-up is required unless the customer contacts support again

  • This ensures hang-up calls are logged without inflating open ticket volume

  • Use this instead of manually closing the ticket