Skip to content
  • There are no suggestions because the search field is empty.

Hubspot Ticket Dev Assignment & Escalation System

Escalate HubSpot Ticket Dev Assignment & Escalation System

Goal

Provide a structured, reliable way to:

  • Assign tickets to developers
  • Track development progress
  • Request and review escalation
  • Maintain clean and accurate data via automation

Core Model

The system separates three concepts:

  • Assignment → who is working the ticket
  • Dev Status → what the developer is doing
  • Escalation → whether the ticket should be prioritised higher

These must remain independent.

Properties

assigned_dev (User-driven – Support)

Dropdown field used to assign a developer and send a ticket into the dev process.

Assigned Developer (System-driven)

HubSpot user field synced from assigned_dev for reporting and automation.
This field is not shown to users.

Dev Status (User-driven – Dev)

Dropdown used to track development work.

Options:

  • In Progress
  • Blocked
  • On Hold
  • Complete

Dev Escalation Requested (User-driven – Support/Dev)

Checkbox used to request faster handling of a ticket already in the dev queue.

Dev Escalation Status (User-driven – Dev)

Dropdown used by developers to review escalation requests.

Options:

  • Pending Review
  • Approved
  • Rejected

Dev Escalation Reason (User-driven – Support)

Dropdown capturing why escalation has been requested.

Workflow Configuration

Ticket – Set Assigned Developer

Sets the system user field based on assigned_dev.

  • Trigger: assigned_dev is known
  • Re-enroll on: assigned_dev is known
  • Action: map dropdown value to HubSpot user

Ticket – Clear Assigned Developer

Clears Assigned Developer and Dev Status when a developer is removed.

  • Trigger: assigned_dev is unknown
  • Re-enroll on: assigned_dev is unknown
  • Actions:
    • Clear Assigned Developer
    • Clear Dev Status

Ticket – Set Dev Status on Assignment

Sets Dev Status to In Progress when a developer is assigned.

  • Trigger: assigned_dev is known
  • Re-enroll on: assigned_dev is known
  • Action: set Dev Status = In Progress

Ticket – Set Dev Escalation to Pending Review

Sets escalation status when a request is made.

  • Trigger: Dev Escalation Requested is equal to true
  • Re-enroll on: Dev Escalation Requested is equal to true
  • Action: set Dev Escalation Status = Pending Review

Ticket – Clear Dev Escalation Status

Clears escalation status when the request is removed.

  • Trigger: Dev Escalation Requested is not checked
  • Action: clear Dev Escalation Status

System Rules

  • Assigned Developer is always system-controlled
  • Dev Status only exists when a ticket is assigned to dev
  • Escalation Requested triggers review, not priority change
  • Only Approved escalation should impact priority (future state)
  • All clear workflows rely on re-enrollment to function correctly
  • Workflows must be safe to run multiple times