topic Re: Creating a service ticket from a Company Playbook in Tickets & Conversations

Creating a service ticket from a Company Playbook

Mark_CSM — Tue, 15 Aug 2023 15:55:37 GMT

Hey HS Community.

I am looking to build out a 8D problem solving within hubspot.

A playbook seems like a good place to start, however I would like the playbook to crate a service ticket instead of loging a call, email or note.

Any guidance would be greatly apprichated .

Kind Regards

Mark

Re: Creating a service ticket from a Company Playbook

BérangèreL — Wed, 16 Aug 2023 07:56:11 GMT

Hi @Mark_CSM,

Thank you for reaching out to the Community!

First, I'd like to share this article "Use playbooks" for information.

I also wanted to invite a couple of subject matter experts to this conversation: @danmoyle, @HubDoPete and @Alex_Elborn, do you have any suggestions to help @Mark_CSM achieve this, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a lovely day!

Best,
Bérangère

Re: Creating a service ticket from a Company Playbook

danmoyle — Wed, 16 Aug 2023 12:44:22 GMT

@Mark_CSM right now as HubSpot is built, that functionality doesn't exist. You could add this request and your use case to the Ideas forum here, where product managers monitor requests.

If you're looking to creat tickets based on a specific process or "script" for the team, Playbooks seems like a great place to put that functionality. But playbooks are a sales tool, not service, so it's separate.

Is there a different way to think about this? Could you customize the "create ticket" form in your portal for users to include the info you need? Or is there a ticket form in the form tool you could create, maybe?

Re: Creating a service ticket from a Company Playbook

Mark_CSM — Wed, 16 Aug 2023 13:13:59 GMT

Hey Dan

Apprichate you reaching out, and the Kudos 🙂

I am currenlty in the planning stage so have options!

I am a little green when it comes to pushing Hubspot functionality, so thought it best to connect with the community.

I will explore the ticket and ticket form options as my tummy tells me there will be a trade off somewhere in functionality..

Playbooks would have gave me the option to add complementry help videos and links to company procedures ect and this would have created amore of a user exsperience to delivery completed outcome.

Its always hard to get sales people to complete stuff that does not have a sexy margins attached!!

Thanks for your advice

Kind Regards

Mark

Re: Creating a service ticket from a Company Playbook

danmoyle — Wed, 16 Aug 2023 13:46:01 GMT

You're welcome, Mark. As you navigate this new world of HubSpot, you're already doing great things asking the Community. I've been using HS since 2010, so I'm happy to offer experience and insight if needed. Cheers!