Hello! First post here and am excited to be a part of this community!
My company has been using Hubspot for a while now but we are just starting to dig into reporting and metrics to develop KPIs for our service and support team. I’ve noticed that failry often, we have customers that will reply to tickets that have been closed for several weeks (and sometimes months). This automatically reopens the ticket and greatly skewes our Average Time to Close metric.
Ansy advice on best practices or mechanisms I can use to prevent this moving forward? Thanks so much!
When a contact replies, the ticket status is updated.
These default workflows cannot be further customized but you could clone the default workflow, switch the default off and then customize your cloned workflow to only update the ticket status of tickets that are either in a status before closed or where the close date is less than, say, 7 days ago. (You would add this to the enrollment criteria of your cloned workflow.)
This would require a Service Hub Professional subscription. If you don’t have that subscription level, it’s either accepting how this feature works or turning it off entirely (which means you need to update the ticket status manually all the time).
Thanks so much for the reply! The only issue I worry about here is our customers responding to the closed tickets after say, 7 days and not realizing the ticket won’t be responded to. Is there a messaging mechanism to alert the customers of a ticket status? I’m still learning a lot about this system. Thanks again!
Typically, you would also set up a workflow that enrolls tickets when they move into the closed status. This workflow would then notify the contact about the fact that the ticket was closed. In this email, you could also highlight that the contact, should they realize they have more questions, should again submit a new ticket, for example. (Or whatever else you would find suitable.)
So you’re suggesting that the ticket remain closed and a new one be opened?
I’m curious about this because a lot of systems have a “soft close” and I’m really in need of something like that. We use closed today and it’s crushing us on CES scores. We’re doing the hard close because we are within SLA and the customer hasn’t responded in a timely fashion and also because Hubspot doesn’t have a business days calculation for time between stages. (So I can’t use my wn SLA report instead of the canned one. I have to pull it out in Excel and do it there, which is cumbersome.)
