We recently rolled out HubSpot to about 100 new users. As with any new tool, durring adoption, there are LOTS of questions and need for setting adjustments as we learn how the tool will be used by different groups of people. I’m planning to create a ticket pipeline for HubSpot help requests. Has anyone done this before? If so, do you have any best-practice recommendations? (we don’t have a dedicated system admin - so looking for something simple)
Current Thoughts:
- Name (of employee)
- Email
- Link to where the issue was found
- ability to provide screenshots
- description of issue
- end goal/objective
In the ticket confirmation screen I will provide links to the HS knoweldgbase / academy for self help purposes.
What am I missing? My goal is to minimize the back and forth of questions to ID what the person is truley asking for (who doesn’t know HS language yet) what they are truley asking.
Hey @averyb - thanks for posting in the Community!
I found this Community Post, which inquires about a similar setup and contains a few accepted solutions! Given that it may not answer all of your questions, I’d like to tag some of our CRM experts to see if there are any other ideas we can promote to assist with your setup! @Lucila-Andimol, @franksteiner79, and @mangelet - any insight on how @averyb can achieve this internal servicing system?
Shane, Community Manager
Thanks Shane and team. I know the basics on how to execute using a new ticket pipeline, looking for guideance on - if something goes wrong in HS and someone reaches out for support (using a ticket), what is the key info that needs to be captured to ‘get things done right the first time’ without having to ask ample follow up questions. ie what fields should i put on the ticket submission form.
Your question makes complete sense, as there is no dedicated HubSpot Admin to look into breakpoints to provide a solution. Having the right questions can help in figuring out the problem.
But the only concern here is the language. If you want to use simple language and not HubSpot specifics, pointing to the exact issue location just by the first questionnaire might not be possible. I would be using HubSpot terms below; you can change them according to your team’s language.
If you have a general setup in HubSpot, here are my recommendations (in addition to your current thoughts: issue link, screenshot, and end goal):
(all are single-select properties)
Where is the problem? (deal, contact, company, report, chat, workflow, etc..)
Type of problem/query: property/data not updating, can’t find the field/data, error message, automation issue (stage not moving ahead, property not updating automatically), requires permission to access or plan upgrade. These are the usual issues.
Bifurcate your questions with progressive fields in forms: example, if they choose Deals >> pipeline query, deal stage query, amount, date issue, etc >> don’t know where to update, can’t access, etc >> faced similar issue earlier as well.
Priority: if it’s a client client-facing issue (call, meeting, quotation, invoice send, etc) - high priority, if it’s lead reachout/marketing - medium, and accordingly.
Regarding KB articles, for every progressive question, you can add the KB link with the next question itself, so anyone can have an idea/solution before filling out the complete form. To find the KB articles for every section of HubSpot, just copy and paste the object + issue in the search bar here, and you will find the related articles.
and give it an upvote 
!