topic Re: Best practices when multiple teams share a Ticket? in Tips, Tricks & Best Practices

Best practices when multiple teams share a Ticket?

dhejl — Mon, 05 Feb 2024 01:13:02 GMT

Hello Community!

I'm sourcing for inspiration / best practices when it comes to having multiple teams sharing tickets. Here's what I mean:

When a new ticket is raised, team A has to complete certain tasks on their end
They then shift it down the ticket pipeline, at which point it goes to team B. A tasks is automatically generated for team B to follow up on
When team B is done, they shift it down the pipeline again, and it goes to team C (again, a task is automatically generated)
Sometimes, team C might need team B to do something, and they can actually shift it back to the previous pipeline stage
Eventually, team C will shift the ticket to the Closed stage when it's resolved

Some challenges we face with this:

We can't see when a task is completed, only when it's generated
We can't set SLAs for our tickets because of the way we create these tickets (more info in this thread)
It's difficult to track *how long* tickets are open for, and how many tickets are completed on time vs late

Keen to understand how others have been managing ticket pipelines with multiple teams involved!

Re: Best practices when multiple teams share a Ticket?

PamCotton — Mon, 05 Feb 2024 20:12:57 GMT

Hello @dhejl, Happy Monday!

Great to hear you're exploring best practices for managing tickets across multiple teams. I would recommend starting with some custom reports, this can help you analyze how long tickets are open and identify areas for improvement.

I want to invite our top experts @Phil_Vallender, @CateDuarte, @TomM2 any recommendations for @dhejl?

Thank you,

Pam

Re: Best practices when multiple teams share a Ticket?

RSchweighart — Tue, 20 Feb 2024 21:38:10 GMT

Hi @dhejl,

As @PamCotton mentioned, custom reports may provide the visibility you need for the items you mentioned. Custom views may be another option.

Regarding tasks, you may be able to set up a custom view. You can use filters to see tasks completed within the last 30 days, for example. Combining this with other filters could provide the visibility you need. Also, a workflow could be set up when a task is completed to notify team members.

Regarding SLAs, similar to custom views for tasks, you can create a custom view with tickets to mimic SLAs. Workflows could also be set up for team notifications.

HubSpot has a ticket property called 'Time to close' that you could report on for ticket duration.

If you have specific examples, I'd be happy to provide more specificity with my recommendations. I'm also happy to demonstrate workflows for notifications, if interested. Again, specific examples are helpful.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.