💬 RevOps Discussions

robertmaclean
Participant

How to effectively manage Support Desk and Internal Teams Inbound Tickets

We're a small team and we've only been using HubSpot for just under a year. A problem that I foresee growing is that we have our Support Desk which our customers use to seek support. However we also have members of our team outside of the CS team that also communicate directly with some of our contacts. Sometimes they will need to email them about something, and sometimes our customers need to ask specific people a question. Where it's creating friction is when a customer sends a different team member a question, but it falls in the CS realm to answer.

 

What is the best practise for an inbound piece of communication that's gone to an individual work address, to go to our Support Desk? At the moment people have just been forwarding the email, but at times that doesn't properly create a ticket and doesn't provide the right association on the ticket.

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robertmaclean
Participant

How to effectively manage Support Desk and Internal Teams Inbound Tickets

Hey! So there are two support emails that are used for our customers (one for the two sets of customers we have). Those are already connected to the service desk so whenever someone emails those, it does already create the ticket. I think the issue is that there is already an established relationship with many of the team members and some of our customers use their work email instead of the support emails. 

 

Is best practise here to re-train this behaviour to have them use the support emails, or should personal work emails be connected to the service desk so that tickets will still be created in this instances without the need to forward them?

 

Another issue I'm seeing is that we send out Marketing/Event emails and our support emails are one of the recipients. This creates a ticket and then any reply to that event email will all go to the same ticket. Is it best practise to make sure marketing emails are not setup to receive responses and have that communication be pushed to the support emails?

 

Thank you for your help with this! 

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Markestac
Member | Gold Partner
Member | Gold Partner

How to effectively manage Support Desk and Internal Teams Inbound Tickets

Hello @robertmaclean ,

I understand that currently, your clients send queries to your team via their individual emails, and use a generic support email to create tickets in HubSpot. Your team then forwards emails to this address as necessary.

I suggest connecting this common email address directly to HubSpot's help desk. This way, clients can continue sending their queries to the common email, and a new ticket will automatically be created for each query. Your team members will receive notifications based on the company or contact owner associated with each ticket. This integration has the potential to streamline your customer support process effectively.

Please let me know if this works for you.

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