Pipelines and Issues

[OllyLD]

Hi All

I am getting use to HubSpot and Pipelines and have got quite a way from self learning however I am struggling to work out why only some pipelines are shown:

Within the pipelines there are more channels and also more Pipelines that I would like to eroll tickets in but they are just never visible.

I am sure theres a reason but for the life of me I cant work it out

[franksteiner79]

Hi @OllyLD

What HubSpot Hub Subscriptions (Marketing, Sales, Service, etc.) and Tiers (Starter, Pro, Ent) do you have?

Are you getting sales and ticket pipelines mixed up perhaps?

Also, where in the tool have you taken the screenshot? It´s not immeditiately clear and might explain why your choices are limited.

Thanks

Frank

[OllyLD]

Hi Frank

Thanks for the reply

So we have professional: Marketing, Sales, Service, CMS, Operations.

So under Service--> Tickets we have the following Pipelines although theres a few more when I scroll down:

I have successfully enrolled a ticket in the Feedback Pipelines when closed in Support and then a Feedback survey is sent what I am struggling with as the Pipelines dont show up is getting the response from the customer feedback to go to one the the corrosponding channels depending on the feedback result.

In the picture in my first message this was created under Automations --> Workflows

I have tried to set this up so send the ticket in the correct Channel depending on the score so an automated email can be sent but for some reason the only channel I ever see is Feedback - Detractor

[franksteiner79]

Thanks for the additional detail @OllyLD.

Is there a particular reason why you are having feedback pipelines?

What is the thinking behind that. Normally you would do the following:

1. Create a pipeline for a specific service process, i.e. Support or Returns
2. Then decide if you want to trigger a support survey for one, some or all of your ticket pipelines
   
   

When you mention “Detractor” it makes me think you created an NPS score survey instead of a customer support survey.

Does that clear things up a bit or is it getting more confusing?

Frank

[OllyLD]

maybe I was mistaken as I was under impression feedback surveys can only be sent in one language from each pipeline or are you saying you can send this with different languages

[OllyLD]

And yeah created an NPS and wanted CES for different experiences but that’s down the line just want to arrange this correctly first so it can be automated with replies once feedback has been received I.e book a 15 min zoom session for negative experiences and recommend to a friend for positive ones

[franksteiner79]

Hi @OllyLD

Got you, I’ve only ever used Service Hub in one language so wasn’t even aware of the language variation limitation - that’s pretty annoying. I see there is an idea in the ideas forum, I’d recommend upvoting that and asking your HubSpot CSM to log a roadblock. Unfortunately multi-lingual flexibility is often an afterthought at HubSpot.

So your current process is as follows:

1. Enquiries come into support pipeline in multiple languages.
2. They get handled in that one pipeline
3. You then push them into an EN or NL Feedback pipeline in order to send language specific CES surveys?

You said that you “have tried to set this up so send the ticket in the correct Channel depending”, by channel do you mean pipeline/ticket stage? Here is where is see the problem.

• The CES Survey doesn’t live in a pipeline, rather it gets “attached/triggered” when ticket has moved through the pipeline and is marked closed.

• What stages do you have in your feedback pipelines? - I would assume you push the ticket in and mark it as closed in order for the survey to be sent.

• Once you have the response, the automation you mentioned (book a 15 min zoom session for negative experiences and recommend to a friend for positive ones) are then simple workflows based on the response which don’t have to be tied to a pipeline stage but are “feedback submission-based” workflows.
  

  

• Which gives you various feedback submission replies as options to trigger a workflow and do what you described.
  

  

I hope that helps.

Frank

[OllyLD]

Hi Frank

Thanks so much for your input this makes it clear.

So yeah tickets come into Support both English and Dutch agents are required to select a language drop down which when the ticket is closed the customer details are then moved to based on automation to the correct NL or UK Feedback Pipeline. I have not been able to move the actual ticket so just transfer required contact details.

As its closed this then triggers the correct survey to be sent. This so far works.

What I then wanted was for when a response is provided for the ticket to be moved to the correct ticket stage depending on set criteria depending on score. This would then trigger the reply.

I think if I am correct in what you say I can set this automated email from the Initial Feedback Sent stage?.

I think this would work and is a suitable work around until perhaps Feedback surveys can be sent based on locality. Seems an essential feature as many contact centres deal with numerous languages.