Every incoming call should have a corresponding ticket in HubSpot. Create the ticket after each incoming call.
When a call comes into DialPad a HubSpot window appears.
Click on the CRM Tab and then Tickets.
Once you are in this window, click on the Create Ticket button
Fill out the ticket information as follows:
Ticket name:
- This is the reason for the call
Pipeline:
- Automatically fills
Ticket Status:
- Automatically fills
Ticket Description:
- This is the name of the practice or name of member
Source:
- Choose Phone from the dropdown
Ticket Owner:
- Automatically fills
Date:
- Choose today's date
Hit Create Ticket
Now you can work the ticket as normal, make sure the ticket speaks for itself.
Add Notes that include:
- Name of caller
- Reason for call
- Resolution
- Any follow up that may be needed
Document NetForum as well!
Close ticket at end of call if no follow up is needed.
CALLS WHERE HUBSPOT TICKETS ARE NOT NEEDED:
- Transfer calls to an internal team member
- Microchip Inquiry
If you have any feedback on this article, we would greatly appreciate it if you could send it to liana.jensen@aaha.com.