{"workflow":{"id":12940,"name":"Triage and escalate HubSpot tickets to Jira with Slack SLA alerts","views":39,"recentViews":0,"totalViews":39,"createdAt":"2026-01-23T13:14:28.618Z","description":"This workflow automates the prioritization and escalation of customer support tickets. It acts as an intelligent triage system that identifies high-value customers and potential churn risks in HubSpot, syncs them to Jira, and enforces response times via Slack alerts.\n\n## Who’s it for\nThis workflow is ideal for Customer Success (CS) teams, Support Leads, and Account Managers who need to ensure VIP clients and critical issues receive immediate engineering or support attention without manual monitoring.\n\n## How it works\nThe workflow runs on a schedule to process new tickets:\n1.  **Monitor:** Checks HubSpot every 10 minutes for newly created tickets.\n2.  **Enrich:** Retrieves the associated Contact’s data, specifically looking for **Annual Revenue** and **Lifecycle Stage**.\n3.  **Analyze:** A Code node evaluates the ticket content and customer value. It assigns a \"Severity\" level (Critical/High/Normal) based on revenue thresholds (>10k) or churn-risk keywords (e.g., \"refund,\" \"lawyer,\" \"cancel\").\n4.  **Action:** Creates a formatted Jira task with all context included and notifies a Slack channel.\n5.  **SLA Check:** Waits 15 minutes to allow for a response.\n6.  **Escalate:** If the Jira ticket status hasn't changed to \"In Progress\" or \"Done\" after the wait period, it triggers a high-priority \"Churn Risk Escalation\" alert in Slack.\n\n## Requirements\n* **HubSpot** account (CRM and Service Hub).\n* **Jira Software Cloud** account.\n* **Slack** workspace.\n\n## How to set up\n1.  Configure your credentials for HubSpot, Jira Software, and Slack.\n2.  In the **HubSpot: Get Associations** and **Get Contact Data** nodes, ensure the properties match your internal naming conventions.\n3.  In the **Jira: Create Triage Ticket** node, select your specific Project and Issue Type from the dropdown lists.\n4.  In the **Slack** nodes, select the channel where you want alerts to be posted.\n\n## How to customize the workflow\n* **Integrate other tools:** This system is modular and works with any other tool (contact us for help). You can easily replace the nodes to use your specific stack:\n    * **CRM:** Pipedrive, WeClapp\n    * **Ticketing System:** Zendesk, Intercom, FreshDesk\n* **Modify Logic:** Open the **Code: Calculate Severity** node to change the revenue threshold (currently set to 10,000). You can also replace the manual keyword matching with an LLM (AI) node to intelligently analyze ticket sentiment and intent.\n* **Adjust SLA:** Change the duration in the **Wait: Response Timer** node if your Service Level Agreement (SLA) differs from the default 15 minutes.\n* **Change Status Check:** Update the **Check: Escalation Needed?** node if your team uses different Jira statuses (e.g., \"Under Review\" instead of \"In Progress\") to determine if a ticket is being handled.","workflow":{"nodes":[{"id":"eab71572-72da-4bf2-9143-ea6895eb822f","name":"Every 10 Mins","type":"n8n-nodes-base.scheduleTrigger","position":[-464,160],"parameters":{"rule":{"interval":[{"field":"minutes","minutesInterval":10}]}},"typeVersion":1.3},{"id":"63faef9b-c7fe-40b9-b937-7df97f1b4d08","name":"HubSpot: Search New Tickets","type":"n8n-nodes-base.httpRequest","position":[-240,160],"parameters":{"url":"https://api.hubapi.com/crm/v3/objects/tickets/search","method":"POST","options":{},"jsonBody":"={\n  \"filterGroups\": [\n    {\n      \"filters\": [\n        {\n          \"propertyName\": \"createdate\",\n          \"operator\": \"GTE\",\n          \"value\": \"{{ $now.minus({minutes: 10}).toMillis() }}\"\n        }\n      ]\n    }\n  ],\n  \"sorts\": [\n    {\n      \"propertyName\": \"createdate\",\n      \"direction\": \"DESCENDING\"\n    }\n  ],\n  \"properties\": [\n    \"subject\",\n    \"content\",\n    \"hs_ticket_category\",\n    \"hs_pipeline_stage\"\n  ]\n}","sendBody":true,"specifyBody":"json","authentication":"predefinedCredentialType","nodeCredentialType":"hubspotAppToken"},"typeVersion":4.3},{"id":"21b22741-9688-4f07-a985-984892439465","name":"Check: Are there tickets?","type":"n8n-nodes-base.if","position":[-16,160],"parameters":{"options":{},"conditions":{"options":{"version":3,"leftValue":"","caseSensitive":true,"typeValidation":"strict"},"combinator":"and","conditions":[{"id":"fca24971-8946-4409-8787-bbcb8fb2d6c8","operator":{"type":"number","operation":"gt"},"leftValue":"={{ $json.total }}","rightValue":0}]}},"typeVersion":2.3},{"id":"760efc8a-bbf5-4e85-8889-bd52a36b2dca","name":"Loop: Process Tickets","type":"n8n-nodes-base.splitOut","position":[208,160],"parameters":{"options":{},"fieldToSplitOut":"results"},"typeVersion":1},{"id":"48f84fac-65a4-4d54-bc07-7b564ca0cb5f","name":"HubSpot: Get Associations","type":"n8n-nodes-base.hubspot","position":[432,160],"parameters":{"resource":"ticket","ticketId":{"__rl":true,"mode":"id","value":"={{ $json.id }}"},"operation":"get","authentication":"oAuth2","additionalFields":{"properties":["hs_all_associated_contact_emails"]}},"typeVersion":2.2},{"id":"35946b7b-3ed6-45b9-9334-576d05683f70","name":"Filter: Has Email?","type":"n8n-nodes-base.filter","position":[656,160],"parameters":{"options":{},"conditions":{"options":{"version":3,"leftValue":"","caseSensitive":true,"typeValidation":"strict"},"combinator":"and","conditions":[{"id":"2d95cc52-8052-4a12-97e5-e16148c8d344","operator":{"type":"string","operation":"exists","singleValue":true},"leftValue":"={{ $json.properties.hs_all_associated_contact_emails.versions[0].value }}","rightValue":""}]}},"typeVersion":2.3},{"id":"7e267a4b-dc0c-4b56-866b-1726bfdf6ff0","name":"HubSpot: Get Contact Data","type":"n8n-nodes-base.httpRequest","position":[880,160],"parameters":{"url":"https://api.hubapi.com/crm/v3/objects/contacts/search","method":"POST","options":{},"jsonBody":"={\n  \"filterGroups\": [\n    {\n      \"filters\": [\n        {\n          \"propertyName\": \"email\",\n          \"operator\": \"EQ\",\n          \"value\": \"{{ ($json.properties.hs_all_associated_contact_emails.value || $json.properties.hs_all_associated_contact_emails.versions[0].value).split(';')[0] }}\"\n        }\n      ]\n    }\n  ],\n  \"properties\": [\n    \"annualrevenue\",\n    \"lifecyclestage\",\n    \"company\"\n  ]\n}","sendBody":true,"specifyBody":"json","authentication":"predefinedCredentialType","nodeCredentialType":"hubspotAppToken"},"typeVersion":4.3},{"id":"01ea5b8b-3308-4dba-bd0c-034f4fefdb41","name":"Code: Calculate Severity","type":"n8n-nodes-base.code","position":[1104,160],"parameters":{"jsCode":"// --- Input Handling ---\n// Retrieve Contact data (from current input) and Ticket data (from lookup node)\nconst contactResponse = $input.item.json;\n// Handle HubSpot API variations: 'results' array (Search API) vs direct object (Get API)\nconst contactProps = contactResponse.results ? contactResponse.results[0].properties : contactResponse.properties;\n\nconst ticketNode = $('HubSpot: Get Associations').item.json;\nconst ticketProps = ticketNode.properties;\n\n// --- Property Extraction ---\nconst revenue = parseFloat(contactProps.annualrevenue || 0);\nconst stage = contactProps.lifecyclestage || \"unknown\";\n\nconst email = contactProps.email;\nconst subject = ticketProps.subject || \"No Subject\";\nconst message = ticketProps.content || \"\";\n\n// --- Logic Thresholds ---\nconst isHighRevenue = revenue > 10000;\nconst isEnterprise = stage === 'evangelist' || stage === 'customer';\n\n// Check for churn risk keywords in ticket content\nconst criticalKeywords = [\"cancel\", \"refund\", \"expensive\", \"lawyer\", \"competitor\", \"broken\"];\nconst isChurnRisk = criticalKeywords.some(keyword => message.toLowerCase().includes(keyword));\n\nlet severity = \"Normal\";\nlet owner = \"support-general\";\n\n// --- Triage Logic ---\nif (isHighRevenue && isChurnRisk) {\n  severity = \"CRITICAL\";\n  owner = \"head-of-cs\";\n} else if (isHighRevenue) {\n  severity = \"High\";\n  owner = \"senior-csm\";\n} else if (isChurnRisk) {\n  severity = \"High\";\n  owner = \"retention-team\";\n}\n\n// --- Output Payload ---\nreturn {\n  json: {\n    subject: subject,\n    customer_email: email,\n    hubspot_revenue: revenue,\n    hubspot_stage: stage,\n    severity: severity,\n    assigned_to: owner,\n    timestamp: new Date().toISOString(),\n    slack_message: `🚨 *${severity} TICKET* | ${email}\\n> \"${subject}\"\\n💰 ARR: $${revenue} (${stage})\\n👉 Assignee: @${owner}`,\n    jira_summary: `[${severity}] ${email} - ${subject}`\n  }\n};"},"typeVersion":1},{"id":"b51655fe-d7b9-4740-9cc5-0cc93674a9c7","name":"Jira: Create Triage Ticket","type":"n8n-nodes-base.jira","position":[1328,160],"parameters":{"project":{"__rl":true,"mode":"list"},"summary":"={{ $json.jira_summary }}","issueType":{"__rl":true,"mode":"list"},"additionalFields":{"description":"=h3. Issue Details\n*Customer:* {{ $('Filter: Has Email?').item.json.properties.hs_all_associated_contact_emails.value }}\n*Revenue:* ${{ $json.hubspot_revenue }} ({{ $json.hubspot_stage }})\n*Assignee:* {{ $json.assigned_to }}\nh3. Severity Analysis \n*Level:* {{ $json.severity }}\n*Risk Factor:* {{ $json.severity === 'CRITICAL' ? 'High Value + Churn Risk' : 'Standard Ticket' }}"}},"typeVersion":1},{"id":"ee9b8dd8-1794-4655-94af-613e42da7e68","name":"Slack: Notify Channel","type":"n8n-nodes-base.slack","position":[1552,160],"parameters":{"text":"={{ $('Code: Calculate Severity').item.json.slack_message }}","channel":"customer-success","attachments":[],"otherOptions":{}},"typeVersion":1},{"id":"ef436359-a48d-4370-82fb-f5b24615a2d6","name":"Jira: Get Latest Status","type":"n8n-nodes-base.jira","position":[2000,160],"parameters":{"issueKey":"={{ $('Jira: Create Triage Ticket').item.json.key }}","operation":"get","additionalFields":{}},"typeVersion":1},{"id":"9e96bcba-7132-40d0-8485-5d2354867633","name":"Check: Escalation Needed?","type":"n8n-nodes-base.if","position":[2224,160],"parameters":{"conditions":{"string":[{"value1":"={{ $json.fields.status.name }}","value2":"Done","operation":"notEqual"},{"value1":"={{ $json.fields.status.name }}","value2":"In Progress","operation":"notEqual"}]}},"typeVersion":1},{"id":"f08cf9f8-e880-4e99-9635-3e186f5b9a37","name":"Slack: Send Alert","type":"n8n-nodes-base.slack","position":[2448,160],"parameters":{"text":"=🔥 *CHURN RISK ESCALATION*: VIP Ticket {{ $json.key }} untouched for 15 mins. @channel","channel":"customer-success","attachments":[],"otherOptions":{}},"typeVersion":1},{"id":"b1708a4c-e8aa-4a5b-bb60-a471b0333cc2","name":"Wait: Response Timer","type":"n8n-nodes-base.wait","position":[1776,160],"webhookId":"ac82759e-4d23-45a8-b649-16584982635d","parameters":{"unit":"minutes","amount":15},"typeVersion":1},{"id":"8f1d52b6-b4b8-4f52-8e8c-5b304cdb79af","name":"Sticky Note","type":"n8n-nodes-base.stickyNote","position":[-496,-112],"parameters":{"color":7,"width":624,"height":464,"content":"## Workflow Setup & Trigger\n\n* **Schedule:** Runs every 10 minutes to check for new tickets.\n* **HubSpot Search:** Retrieves only tickets created within the last 10 minutes to prevent duplicates.\n* **Validation:** Checks if any tickets were found; stops execution immediately if the result is empty."},"typeVersion":1},{"id":"1ff838d0-7195-4fb3-8fcd-a2789ea57303","name":"Sticky Note1","type":"n8n-nodes-base.stickyNote","position":[160,-112],"parameters":{"color":7,"width":864,"height":464,"content":"## Data Enrichment\n\n* **Loop:** Splits the batch of tickets to process them one by one.\n* **Associations:** Queries HubSpot to find the Contact associated with the Ticket.\n* **Contact Details:** Retrieves critical business data (Annual Revenue, Lifecycle Stage) to identify VIP customers."},"typeVersion":1},{"id":"28561074-d2b8-47bb-81cf-d058272ef7aa","name":"Sticky Note2","type":"n8n-nodes-base.stickyNote","position":[1056,-112],"parameters":{"color":7,"width":640,"height":464,"content":"## Logic & Triage\n\n* **Severity Calculation:** Uses JavaScript to classify tickets as CRITICAL, High, or Normal based on revenue thresholds and churn risk keywords.\n* **Jira Task:** Creates a new task in the specific project with a formatted description containing all customer context.\n* **Notification:** Sends an immediate alert to the Customer Success Slack channel."},"typeVersion":1},{"id":"d14a3c50-7445-4f0a-b2ef-dd29475a8fa1","name":"Sticky Note3","type":"n8n-nodes-base.stickyNote","position":[1728,-112],"parameters":{"color":7,"width":848,"height":464,"content":"## SLA Monitor & Escalation\n\n* **Wait Timer:** Pauses the workflow for 15 minutes (SLA buffer).\n* **Status Check:** Queries Jira to see if the ticket is still in 'To Do' status.\n* **Escalation:** If the ticket remains untouched, sends a high-priority alert to the team."},"typeVersion":1},{"id":"8fd8f1de-5974-48ae-bac9-97e8442892e0","name":"Sticky Note4","type":"n8n-nodes-base.stickyNote","position":[-400,-560],"parameters":{"width":640,"height":304,"content":"## Workflow Overview\n\n**Automated VIP Ticket Escalation**\n\nThis workflow acts as an automated triage system to ensure high-value customers receive immediate attention.\n\n* **Trigger:** Monitors HubSpot for new tickets every 10 minutes.\n* **Triage:** Enriches ticket data with Contact revenue and uses code to calculate severity (Critical/High/Normal).\n* **Sync:** Automatically creates a detailed Jira task for the engineering/support team.\n* **SLA Check:** Waits 15 minutes and checks the Jira status. If the ticket is still untouched, it triggers an escalation alert in Slack."},"typeVersion":1},{"id":"77bada53-dd71-4517-b6f8-f8d3eb1b3c33","name":"Sticky Note7","type":"n8n-nodes-base.stickyNote","position":[-416,480],"parameters":{"color":6,"width":368,"height":212,"content":"## Contact me\n- If you need any modification to this workflow\n- if you need some help with this workflow\n- Or if you need any workflow in n8n, Make, or Langchain / Langgraph\n\nWrite to me: [thomas@pollup.net](mailto:thomas@pollup.net)\n\n**Take a look at my others workflows [here](https://n8n.io/creators/zeerobug/)**\n\n"},"typeVersion":1}],"connections":{"Every 10 Mins":{"main":[[{"node":"HubSpot: Search New Tickets","type":"main","index":0}]]},"Filter: Has Email?":{"main":[[{"node":"HubSpot: Get Contact Data","type":"main","index":0}]]},"Wait: Response Timer":{"main":[[{"node":"Jira: Get Latest Status","type":"main","index":0}]]},"Loop: Process Tickets":{"main":[[{"node":"HubSpot: Get Associations","type":"main","index":0}]]},"Slack: Notify Channel":{"main":[[{"node":"Wait: Response Timer","type":"main","index":0}]]},"Jira: Get Latest Status":{"main":[[{"node":"Check: Escalation Needed?","type":"main","index":0}]]},"Code: Calculate Severity":{"main":[[{"node":"Jira: Create Triage Ticket","type":"main","index":0}]]},"Check: Are there tickets?":{"main":[[{"node":"Loop: Process Tickets","type":"main","index":0}]]},"Check: Escalation Needed?":{"main":[[{"node":"Slack: Send Alert","type":"main","index":0}]]},"HubSpot: Get Associations":{"main":[[{"node":"Filter: Has Email?","type":"main","index":0}]]},"HubSpot: Get Contact Data":{"main":[[{"node":"Code: Calculate Severity","type":"main","index":0}]]},"Jira: Create Triage Ticket":{"main":[[{"node":"Slack: Notify Channel","type":"main","index":0}]]},"HubSpot: Search New Tickets":{"main":[[{"node":"Check: Are there 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