As a leader of the Support Team at my organization, part of my responsibility is to audit all Ticket Activity in order to be able to help Support Specialists with processing tickets and identify errors in responses as soon as possible.
My thought was to create a workflow that would notify me of all ticket activity as it’s received in the Ticket portal of HubSpot. However, because engagement isn’t a re-enrollment criteria, this re-enrollment would only work if the client responds, not if my team is reaching out.
Depending on how much activity is received, I already spend a lot of time reviewing tickets. Does anyone have any best-practices regarding how you review your tickets in real-time?
Hi @bisuijk,
If you want to be notified about any change on a ticket, you could use the ticket property Last activity date: the last time a note, call, email, meeting, or task was logged on the ticket. HubSpot allows re-enrollment for this ticket property.
Personally, I wouldn’t want to receive that many emails but that also depends on ticket volume.
Other options would be customizing your ticket index page (Menu > Service > Tickets) and sort tickets by Last activity date for easy review.
Lastly, if you have access to workflows, you also have access to custom reports. You could also create custom reports that aggregate certain informatoin and have that sent to you via email. Let me know if you want to explore this and if yes, what you’d like a report to show.
Hope this helps!