April 29, 2024

How do I create and manage a ticketing system for customer inquiries within HubSpot?

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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.