How to inform the company owner when a ticket is escalated

Find out how to level up your customer service with workflows and tickets everyone stays on the same page and any problems are solved quickly and efficiently.

To provide the best customer service possible, it’s important to be aware when problems arise.


You can build out a simple process to enable you to send a notification to the Company Owner when a ticket reaches the Escalation stage in your ticket pipeline. ‘Escalation’ is a custom stage that has been created. For more information on how to customise your pipeline stages, please see This Knowledge Base Article


In this Hack, I’ll explain how you can add the Company Owner to the Ticket Record and send a notification when the ticket reaches ‘Escalation’.


Step 1: Create a custom Ticket property for ‘Company Owner’

  • Navigate to ‘Settings - Properties’ and select ‘Ticket Properties’ from the ‘Select an Object’ dropdown list
  • Click ‘Create Property’
  • Choose Group and enter the label ‘Company Owner’
  • Choose ‘HubSpot User’ as the property type and click Create

You now have a ticket property to store the Company Owner.


Step 2: Create a workflow to set the Company Owner on the ticket


I used the filter criteria ‘Company Owner’ is unknown, then copied the ‘Company Owner’ value from the company record to the ‘Company Owner’ property on the ticket record.


Step 3: Create a workflow to notify the Company Owner when a ticket is moved into the ‘Escalation’ stage of the ticket pipeline.


This workflow is triggered when a ticket status is equal to ‘Escalated’ and the ‘Company Owner’ is known, then sends an internal email notification to the Company Owner. 



Step 4: Turn the workflows on!


Once the workflows are turned on, all tickets should have the custom property ‘Company owner’ populated, and when a ticket moves to the ‘Escalation’ stage, the Company owner will receive an email notification.


Implementing this straightforward solution will enable you to reach out to customers facing challenges on the help desk, ensuring their needs are addressed promptly and with care.