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Use case· 4 steps

How do I escalate VIP customer tickets automatically?

When a ticket comes from a Pro or Enterprise customer, immediately route to the senior agent queue with a Slack ping — don't let it sit in general triage.

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How it works

Set up "Auto-escalate VIP support tickets to senior agents" in 4 steps

  1. 1
    Ticket trigger
    Zendesk Ticket Created.
  2. 2
    Look up tier
    HubSpot Find Contact by email → check plan_tier custom property.
  3. 3
    Route by tier
    if Enterprise: Zendesk Update Ticket → senior queue + priority Urgent. else: standard queue.
  4. 4
    Alert in Slack
    For Enterprise: Slack DM the on-call senior agent with ticket link.
FAQ

Common questions about this recipe

What if HubSpot lookup fails?
Default to standard queue but log the missing-tier event for CRM cleanup.