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HubSpot check library

HubSpot tickets missing a priority

Ticket priority decides which customers get help first and which tickets count toward SLAs and escalations. If many open tickets have no priority, define a small priority model and set it automatically through forms, inbox rules or workflows.

ServiceSERVICE-003Updated 2026-10-28

Why it matters

Without priority, agents work tickets in arrival order. An urgent outage waits behind a routine question.

SLA targets, escalation rules and service reports often depend on priority. Tickets with no priority fall outside all of them.

When priority is set by hand, each agent applies their own judgment, so the field means different things on different tickets.

How to find it in HubSpot

  1. Open CRM > Tickets in the table view.
  2. Add the filter Priority is unknown.
  3. Exclude closed statuses so you only see open tickets.
  4. Add the Pipeline, Source and Ticket owner columns to see where unprioritized tickets come from.

How to fix it safely

  1. Agree a small priority model, such as three or four levels based on customer impact and urgency.
  2. Set priority at the source: add it to support forms, or set it with workflows or inbox rules by channel, category or customer tier, if your subscription includes them.
  3. Work through the current open tickets and set priority, starting with the oldest.
  4. Review SLA and escalation rules so they use the new priority values.

How Ancil checks this

Rule
SERVICE-003
What it looks for
Counts open tickets with no priority. Uses HubSpot’s exact open-ticket counts where available, otherwise a sample of up to 500 of the most recently updated tickets. Flags only when at least 5 open tickets and at least 40% of open tickets have no priority.
Severity
Info.
Evidence shown
The number of open tickets checked, the number missing priority, the population and whether the count is exact or sampled.
Governed fix
Not automated. Ancil does not change tickets. It reports the evidence, and your team (or an INSIDEA expert) sets the priority model and rules in HubSpot.

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Run this check and 149 more.

Ancil connects to HubSpot read-only in about 60 seconds. Nothing changes in your portal without your approval.

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