The HubSpot Support Ticket holds all the information for each communication we have with our users
A Support Ticket in HubSpot should be created for each chat, phone call, form or email communication we have with a user. The ticket consists of three sections, the Left Side Navigation, the Right Side Navigation and the Center Overview/Activities of the ticket.
The Left Side Navigation
The Left Side Navigation area consists of most of the reportable details of the ticket, like Ticket Owner, Ticket Type, Support Category, Priority and Product. In HubSpot there is not an option to make these field required, however please consider the following fields as being required: Ticket Description, Ticket Type, Ticket Owner, Product Support For, Support Category, Support Subcategory (if needed), Priority, Support Level and User Role.
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The Center Overview and Activities Ticket Section
The Center Overview and Activities area contains the conversations, notes and history of the ticket. It's also the area where you can log the ticket associations and even create tasks or meetings.
There are two top tabs in The Center area: Overview and Activities.
1. The Overview tab holds some highlighted details of the ticket, recent activities (which can be filtered by activity type) and information about the Contacts and Companies assigned to the ticket.
2. The Activities tab contains six tabs: Activity, Notes, Emails, Calls, Tasks and Meetings. Each of those tabs will contain any associated details. NOTE: there are shortcut icons for each of these six tabs in the Left Navigation section of the ticket under the Pipeline.
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The Right Side Navigation
The Right Side Navigation section is where we assign the user and the company to the ticket.
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Full ticket view - some of these are done by workflow, but these fields all need to be filled.
Ticket information needed:
1.The title should include the firm name and a quick overview of the issue 2. Ticket status (much of this is done by workflow) 3. Pipeline (much of this is done by workflow) 4. Ticket description, including the user name, firm and full details of the issue and the fix. 5. Ticket type 6. Ticket Owner (done by workflow but reassign if needed) 7. Support product 8. Category 9. Subcategory 10. Priority (low, medium, high) 11. Support Level (2 if dev helps) 12. User Role (as assigned in the product) 13. Contact Name 14. Contact’s Company
Be sure to check the Clean Up Dashboard regularly to be sure all your information is attached/accurate. Clean Up Dashboard
Please reach out to Shelly if you have any questions - thank you!
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