This article will address the requirements for handling a ticket in HubSpot.
In HubSpot you are assigned tickets throughout the day. Here are some guidelines when working a HubSpot ticket and subsequent closing of a ticket.
Assigned tickets:
- Tickets are assigned to you in HubSpot
- You can find your assigned tickets in two areas in HubSpot
- Tickets by List
- Tickets by Process Stage
- Work tickets oldest to newest
- Add notes each time you work a ticket.
Note: It is very important to put what you are doing on a ticket in the Notes Tab. This way if someone is following up on one of your tickets, they can confirm what steps you have already taken and what steps are to be taken in the future.
Closing a Ticket:
- Once you have completed the ticket request you can close the ticket.
- When closing the ticket, choose the most correct disposition code that closely represents what you did on the ticket.
Ticket Performance Mangement:
- Your performance is evaluated on how quickly you are able to work your New Tickets, Time to Close your tickets, % of tickets you close and if you are following the correct procedures in ticket handling.
- New Tickets - New tickets should have an 8-business hour or less response to the sender. If you are unable to resolve the ticket within the 8 hours, an email back to the sender is necessary so they know you are working on their request. When you have finished the ticket, follow up with another email letting the sender know you have completed their request.
- Time to Close - This time should be 48 hours or less on average. We know some tickets take longer, that is why this is an average over a full months' time.
- Percent of Tickets Closed - This is not a number but a percentage. It is based on how many tickets you have been assigned in a month. The goal is close 90% of your assigned tickets in the month.
- Quality of Tickets - Your tickets will be reviewed to validate that you are following the correct procedures when handling tickets.
If you have any feedback on this article, we would greatly appreciate it if you could send it to liana.jensen@aaha.com.