HubSpot Ticketing System – Easy way to manage your Customer Service

Easy to access information 

Hubspot tickets can provide you with all the information you need. Each ticket created in Hubspot is shown as a mini record of the full contact record available in your CRM. When you use a ticket, data associated with a contact record can be accessed with a click. It helps obtain relevant information which can help resolve issues easily. Furthermore, you can also add tasks, and notes inside the ticket to help with keeping track of communications. 

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Easy Organization and Management

Managing customers, phone calls and emails can be a difficult task. But Hubspot Ticketing System makes it all seamless. By arranging different tasks inside separate pipelines, the system ensures that the information is organized and easy to manage. Furthermore, each of these pipelines can be displayed as a list or as a kanban board. When you are using a kanban style board, the ticket status is reflected at the top. This will help your reps stay updated on the tasks they need to do in a timely manner.

Easy integration

Hubspot Ticketing System can integrate with any third-party ticketing software that you may be using. If you are using Hubspot already, you can add the Service Hub and Tickets package to make data more synchronized among different departments in your company. Once integrated, users can work inside the Tickets tab, while information is copied into the overall contact record inside the Hubspot CRM.

Easy Automation and Reporting

The Workflows feature in your Hubspot Ticketing System can be used to auto-generate tickets upon pre-defined user actions. Furthermore, the status of a ticket can also be automated to change once users send or receive an email. The Live Chat/Chatbot feature in Hubspot can also be used to generate automated responses and new tickets. 

Furthermore, when using the ticketing system, you can access reports and analytics as well. This will not just improve the way your team works but the experience that customers have with your business. Reporting gives a higher level of transparency and can help managers and customer service representatives measure their efforts and bring necessary improvements as required.

In order to set up a Hubspot Ticketing System, you’ll need the Service Hub feature added to your Hubspot subscription. Once you have that, you can begin by creating custom ticket pipelines to define business processes easily. 

Note: Users with a Service Hub Starter, Professional, or Enterprise subscription only can create ticket pipelines.

Creating a New Ticket Pipeline

• Log in to your Hubspot account and click on the Settings icon on the main navigation bar.
• Navigate to Objects and then select Tickets from the menu bar on the left.
• Now, click on the Pipelines tab.
• Again, click on the Select a Pipeline dropdown menu and then select the Create Pipeline option.
• Type in a name for the pipeline and then click on the Create button.

Customize Ticket Status and Properties

• Log in to your Hubspot account and click on the Settings icon on the main navigation bar.
• Navigate to Objects and then select Tickets from the menu bar on the left.
• Now, click on the Pipelines tab.
• Again, click on the Select a Pipeline dropdown menu and then select a Pipeline to edit.
• To add a new status, click on the +Add Another Status button. Type in a Status Name and click on the dropdown menu to select either Open or Closed status.
• If you need to reorder a ticket status, click and hold on to the Ticket Status and drag it to a new position. If you wish to delete a ticket status, hover the cursor over the status and then click on the Delete button.

Automate Ticket Status and Actions

You automate ticket status and actions within pipeline settings. You can choose to create tickets for new email conversations or choose to edit existing ticket statuses whenever a new email is sent or received. To do so, here are some steps you can follow:

• Log in to your Hubspot account and click on the Settings icon on the main navigation bar.
• Navigate to Objects and then select Tickets from the menu bar on the left.
• Now, click on the Pipelines tab.
• Again, click on the Select a Pipeline dropdown menu and then select a Pipeline to automate.
• Click on the Automate tab and review the settings such as Connected Channels, Update Ticket Status, and others.
• When you decide to turn off the trigger, clear the checkbox next to the name of the trigger. If you want to edit the action, hover the mouse cursor on the table and click on the Edit Action button. From the right panel, click on the Select Status dropdown menu and select a status. Finally, click on the Save button.

Once you have set up a ticketing system, you can begin managing customer service tasks efficiently.

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