The problem this solves
Your service manager starts the day by handing out tickets, so tickets wait until then, and on the manager’s day off the queue stalls. People pick the easy requests and the hard ones wait. A reopened ticket lands at the back of the queue like a new one.
How I work
I start by asking your service manager how they decide who gets a ticket. It’s usually product, language, customer size or how hard the request is. I write those criteria down as routing rules.
In HubSpot, I set up round-robin routing that skips people who are out, and skill-based routing where your edition allows it. Workflows send the customer a confirmation, change the status when they reply, close the ticket after the agreed reminders go unanswered and reopen it with the same person when the customer comes back. Internal notifications go to the person who has to act. I test everything on sample tickets, including reopened ones and ones assigned to the wrong team.
What you get
- Written ticket routing rules
- Round-robin routing that skips people who are out
- A confirmation to the customer when a ticket opens
- Automatic status changes
- Closing and reopening tickets with the same person
- Notifications to the people who need to act
What usually goes with this service.
HubSpot Ticket Pipelines and SLAs
A separate pipeline for each request type, and response targets that HubSpot tracks and flags before they are ...
HubSpot Help Desk Implementation
Your service team sees tickets from email, chat and forms, the SLA deadline and customer history in one view.
HubSpot Service Hub Implementation
Email, chat and forms feed one ticket queue, and every ticket has an owner and a status.