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OVERVIEW:
Use this document when creating a ticket in Hubspot.
Remember that all interactions need to be recorded, and creating, or updating a ticket is a MUST.
Hubspot > Service > Tickets
Hubspot > Contact View > Tickets > + Add
Before creating a new ticket inside the Contact, make sure that there are no existing tickets related to the customer’s concern.
If there is an existing ticket, click on Add existing tab instead, and search for the related ticket.
NEW TICKET
NEW TICKET
TICKET NAME CONVENTION
What the ticket is about + order or draft number if applicable
E.g
Price inquiry for AP (Air Purifier) / RF (Replacement Filter)
Delayed Shipping #12345
with existing order
Discount Request #D12345
no existing order but has a quote
PIPELINE
Default is L1 - change to Client Success
TICKET STATUS
New
Default Option
WIP
Work In Progress
Waiting for Approval
Select when you’re waiting on approval from either the customer or from our end
Closed
Issue is resolved or no further actions needed
Ticket owner is automatically assigned to whoever created the ticket.
If the ticket is endorsed and someone else will be handling it, the ticket owner will need to be updated manually.
Associated Contact and Company
Make sure that the correct people, and company are associated
Create a note and leave a detailed summary of the interaction
Before hitting Create, know that you also have the option to click on Create and add another if you’re creating multiple tickets, such as an additional ticket for endorsement.
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