thinking of a way to work in Hubspot

Service Hub Tickets & Conversations
1

Good day my fellow Hubspot friends,

Our company is new in using Hubspot, and i have been tasked with looking for a way that works in our day 2 day.

A small elaboration on how we work:

Our team has 1 combined salesbox in which everything arrives from our customers.

Inquirys, Purchase orders, issues, etc.

We create our quotes and orders in a ERP system which create a quotation or order number like “3121564”.

We use those codes to be able to find everything back in our general email box.

So lets say i get an inquiry from a customer that requests an item we don’t have in stock and i have to source.

I get an offer from our supplier, and i would send that email to our general salesbox using the quotation number i have from our ERP system in the subject, so whenever we get the order we can search back that number in our salesbox to find all relevant information, offers, etc.

Then we work with customers being automaticly linked to their respective contact owners in the company.

Having said that, i was thinking of using Hubspot as followed:

We work from the conversations page, as if it was a regular email inbox.

When we provide quotations that are standard from stock, we will just offer them from there, and then archive the conversation.

But whenever we have to source something, follow up on something, or anything else has to be done, we would create a ticket to keep everything together.

I was just wondering if there are any other companies out there working in the same way and could give me some tips or advice, or share their stories on how they are using hubspot in a different way.

Perhaps only working with tickets rather than conversations and tickets, or only working with the conversations side.

Looking forward to hearing your feedback!

2

Hi @RJaspers,

Welcome to HubSpot and the Community!

Thank you for taking the time to write this detailed post :slightly_smiling_face:

I would like to invite our subject matter experts to see if they have advice.

Hi @Jnix284, @danmoyle, @jolle - Do you have any recommendations on using tickets and/or conversations in Service Hub for @RJaspers?

Thank you!

Best,

Kristen

3

Thanks for the tag @kvlschaefer :blush:

Hi @RJaspers and welcome to HubSpot! The scenario you’re describing sounds relatively stratighforward. HubSpot inbox (conversations) can certainly be a single communication point. You can feed it through chat and forms. Plus as you describe tickets, you can use both tools together.

The beauty of HubSpot is that it’s all built on the CRM (contact records and company records both) so that it’s all tied together. Because you can associate records in HubSpot, your information is accessible and collaborative. Additionally, you could create a custom property in any of the records (deal is the most likely) that is “order number” and reference that in conversations (email) and in your CRM records. And if you wanted that property to also appear in other records beyond the association ties, you could build a workflow to copy from deals into the other records.

If you’re not familiar, here are a couple more resources that may help some of your work:

Hope that helps confirm what you’re doing and what HubSpot can do for you. Happy to answer other questions!