In this article, you'll learn about the processes that we follow for the services team using HubSpot.
In HubSpot, you can create tickets to track and manage customer inquiries, issues, or requests. Tickets help you organize and prioritize your customer support efforts. Whenever a new project is onboarded a new ticket is created by operation teams but there might be some scenarios in which a project manager has to create one.
Please start by watching this video and correspondingly check the content below.
Here's how you can create tickets in HubSpot:
Access the Tickets Dashboard:
Log in to your HubSpot account and navigate to the "Service" or "Service Hub" section from the main navigation menu. In the Service Hub, you'll find the "Tickets" option.
Create a New Ticket:
Once you're in the Tickets dashboard, click on the "Create ticket" button. This will open a new ticket creation form.
Fill in Ticket Details:
In the ticket creation form, you'll need to provide relevant details about the ticket:
Ticket Name: Provide a descriptive name for the ticket, summarizing the issue or request.
Pipeline: Choose the appropriate pipeline or ticket stage that aligns with your support process (e.g., "Open," "In Progress," "Resolved").
Owner: Assign the ticket to a specific team member who will be responsible for managing and resolving the issue.
Priority: Set the priority level for the ticket (e.g., High, Medium, Low).
Description: Provide a detailed description of the issue, request, or inquiry.
Additional Information:
Ticket owner: The person responsible for managing the project
Create date: The date on which the ticket is created
Contact: Select the contact associated with the ticket. You can search for an existing contact and make sure to checkmark the previous activities so that you have all the conversations under one ticket.
Save or Create the Ticket:
Once you've filled out the required information, click the "Create ticket" or "Save" button to create the ticket. The ticket will then be added to your Tickets dashboard and can be managed from there.
Manage and Update Tickets:
You can view and manage your tickets in the Tickets dashboard. From there, you can update ticket statuses, assignees, add notes, communicate with customers, and track the progress of each ticket through different stages.
There are different stages in the pipelines for tickets which are controlled by backend workflows and automation.
New: When a new ticket is created.
Waiting on contact: When an email is sent to the customer through a ticket this stage is automatically updated from "New"
Waiting on us: A ticket is moved to this stage automatically once the customer replies to the email sent by the project manager.
Closed: Make sure to close the ticket manually once the project is finished.
A similar ticket creation process is to be followed for the review client pipeline. The only difference is the conversation for the reviews should be from the tickets that are created in the review client pipeline and the stages are to be changed manually according to the number of follow-ups sent.
Closing the inbox e-mails under conversations
As mentioned in the above video make sure you’re using the conversation>shared inbox(services) to just check the emails and SHOULD NOT REPLY FROM IT.
The replies should be only done through the tickets.
Drafted by - Sandeep
Updated On- 14 Aug 2023