Step 1: Log into your HubSpot account.
- Make sure you have the necessary permissions to access and modify the Service Hub features.
Step 2: Navigate to the Service Hub.
- From the main dashboard, click on the "Service" tab to access the Service Hub.
Step 3: Choose "Tickets" from the Service dropdown.
- This will redirect you to the ticketing system.
Step 4: Create a new ticket.
- Click on the "Create ticket" button.
- Fill out the necessary fields, including "Contact", "Company", "Ticket name", and "Ticket pipeline".
Step 5: Customize ticket properties.
- Adjust properties such as ticket status (open, in progress, closed), ticket priority (low, medium, high), and associated team members.
Step 6: Define your ticket pipelines and stages.
- Customize the ticket stages to fit your business process. For instance: "New", "In Progress", "Waiting on Customer", "Closed".
- Click on "Settings" > "Tickets" to manage your ticket pipelines.
Step 7: Set up automation for ticket assignments.
- Within ticket settings, click on "Automation".
- Create assignment rules based on ticket criteria. For example, all billing-related tickets could be automatically assigned to your finance team.
Step 8: Integrate the ticketing system with your communication channels.
- Connect your email, chatbot, or other communication tools with HubSpot. This ensures that inquiries from these channels automatically generate tickets.
- Go to "Settings" > "Channels" to manage these integrations.
Step 9: Monitor ticket analytics.
- Regularly check ticket reports to gauge response times, ticket volume, and other essential metrics.
- From the tickets dashboard, navigate to "Reports" to view these insights.
Step 10: Prioritize and manage tickets.
- Sort and filter tickets based on properties like urgency, type, or team member assignment.
- Regularly review open tickets to ensure timely responses.
Step 11: Use internal notes and @mentions.
- Within a ticket, you can add internal notes for team communication.
- Use @mentions to notify specific team members or bring certain issues to their attention.
Step 12: Close out tickets.
- Once an issue is resolved, ensure the ticket is marked as "Closed" or moved to the respective "Closed" stage.
- Send a follow-up email or survey to the customer to gauge their satisfaction and collect feedback.
Step 13: Regularly review and optimize.
- Periodically review your ticketing process to identify areas of improvement.
- Seek feedback from both customers and team members to continuously refine your system.
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