How to Route HubSpot Tickets by Company Revenue and Size

Your Biggest Client Is Sitting Behind a Setup Question

Your largest account logs a ticket at 9am. So does a trial user who can't find the export button. HubSpot's default assignment hands them both to the next available rep, so the client paying for a third of your support capacity waits its turn behind a five minute question.

Routing on the ticket's own properties won't fix it, because what makes the ticket urgent isn't on the ticket. It's on the company record: annual revenue, company name, headcount, support tier.

Association workflows let you route on those. All tickets from companies with high annual revenue go to your senior support team. Tickets from named accounts go to their dedicated account manager. Everything else keeps flowing through the normal queue.

The Other Reason to Route on Company Data

Escalation speed is the obvious win. Access is the one people forget. Routing by company decides which staff see which client's tickets, and the Australian Signals Directorate's Cyber Security Centre builds its Essential Eight on restricting access to what someone needs to do their job. If a handful of clients have contract terms about who can look at their data, the routing rules are where you put that into practice, alongside your team permissions.

Before you begin, you will need Service Hub Enterprise to use HubSpot's association workflows. Worth reading first: how lead routing works before tickets even reach a company, because these rules only work if the company records they read from are right.

Steps to Set It Up

1. Set Up Associations Between Objects

   Make sure your records (e.g. tickets, deals, contacts) are properly associated with the relevant company records in HubSpot.

   • This is usually automatic, but you can use association workflows to make sure the right links are in place.

2. Create a Workflow Based on the Primary Object

   Go to Automation > Workflows and create a new workflow for the object you want to route (e.g. Ticket or Deal).

3. Add an "If/Then" Branch Using Associated Object Properties

   • In your workflow, add an "If/Then" branch.
   • Select "Associated company" as the object.
   • Choose the property you want to use for routing, such as:
     • Company name (e.g. "Company name is any of [VIP Client 1, VIP Client 2]")
     • Annual revenue (e.g. "Annual revenue is greater than $1,000,000")
   • You can add multiple branches for different routing rules.

4. Assign or Route Based on the Branch

   • For each branch, add actions to assign the record to the right owner, team, or pipeline.
   • For example, assign high-revenue company tickets to your senior support team, or route deals from specific companies to a named account manager.

5. Test and Refine

   • Test your workflow by creating or updating records that meet your routing criteria.
   • Check that the correct assignments are happening and adjust your branches as needed.

Wrapping Up

Once routing can read the associated company record, your assignment rules can use anything on it: revenue, company name, headcount, support tier, renewal date. The outcome is the bit worth measuring. A ticket from a top-tier client hits a senior queue the moment it's created, with the right owner on it, instead of waiting for whoever picks up the general queue next.

If your business has complex routing needs, this approach is flexible and can be adapted to almost any scenario. Just update your workflow branches and association logic as your business evolves. The natural next step is closing stale tickets automatically once they're routed, so the queue you've built stays honest.

If you'd rather have someone map the routing rules with you, that's how we set up RevOps and HubSpot for growing teams.