topic Re: Example Service Workflows or Support Pipeline? in Tickets & Conversations

Example Service Workflows or Support Pipeline?

bsm007 — Fri, 11 Jun 2021 05:00:36 GMT

Anyone willing to share their Support Pipeline or individual workflows for each stage?

I have shared mine which needs to be updated -- it keeps moving the ticket to Waiting on Us before a contact responds.

Would love to receive suggestions!

Re: Example Service Workflows or Support Pipeline?

karstenkoehler — Fri, 11 Jun 2021 05:32:58 GMT

The workflow that keeps on moving the ticket is in the second column, see the action "Set ticket property" at the end of the second column. I'd recommend removing that step for now – it causes each ticket to move on automatically after 12 hours.

In general, for automation between "Waiting on contact" and "Waiting on us", HubSpot has two defaul workflows which you can find in the settings. I find these very helpful (checkboxes at the bottom under "Update ticket status").

Once enabled, they will automatically update the ticket status based on who last sent an email – you or the customer.

It's hard to give more detailed feedback without having more context – but one thing that you could include is a "We've received your request" email (in case that's not included in the workflow in the first column).

Hope this helps!

Re: Example Service Workflows or Support Pipeline?

bsm007 — Fri, 11 Jun 2021 15:00:54 GMT

@karstenkoehler Thanks much for the detailed guidance. I have implemented. 😀