How to keep track of tickets exchanges & easily identify tickets?

[Arthur-Mi4]

Hello everyone,

One of our client has specific needs regarding use of tickets by non-service persons.

As I'm not satisfied with my actual solutions, I'm asking for your help to see if anyone has better ideas / best practices.

The Issue

Jane is a key account salesperson, so she manages the entire relationship with her clients, but she isn't the one who handles the tickets. 

Sometimes, she receives a request from one of her clients that requires opening a ticket. In this case, she forwards the email to the support address, which automatically creates a ticket (support email address is connected to HubSpot inbox, and every conversation creates a ticket).

The problem is that afterward, she loses all track of the ticket and the exchanges. X days later, the client follows up asking, “What’s the status of this request?” and she is unable to respond. 

Sometimes, it’s while talking with a client that she creates the ticket, but she isn't the owner of it, and similarly, she loses track of it. Regularly, she checks all the ongoing tickets of her clients and can intervene if necessary, but again, she would like to be kept informed of the exchanges and the resolution.

Her Needs

• Stay in the loop of email exchanges.
• Be able to easily identify the ticket when a client asks, “Where are we with this?”

Non-Viable Solutions

• I first thought of the sales extension (Gmail), which shows tickets linked to the contact with whom one is exchanging, but in some cases, she has more than 100 tickets for a single contact of a company, so it doesn’t help her find the right ticket.
• Searching by the subject of the email -> not viable because some clients almost always use the same subjects, and opened >300 tickets.
• Asking them to assign her as the owner of the conversation when she needs to stay in the loop, so she would be notified -> but this is not relevant because tickets are automatically associated with conversations, and HubSpot confirmed that this automation cannot be disabled. So even if she is made the owner of a conversation (originally assigned to the ticket owner), if the client responds, it will assign the ticket to Jane, and that’s not what we want.

Possible Solutions

• Ask the support team to always cc her in the exchanges when she is involved in a ticket -> she stays in the loop.
• Create a property like “Collaborator on the ticket” (HubSpot user type) and instruct that whenever Jane originates or intervenes in a ticket, she is marked as “collaborator on the ticket”. This might help her monitor these tickets (creating views with filters on the tickets section), but I am not convinced because it only postpones the problem: in a year she will have 300 tickets to monitor and back to square one. Unless she creates views with the filters “collaborator = me” + “creation date < 3 months”, but she already has a lot of filters on her ticket views because, for example, the company “ABC” is actually composed of 83 different companies in their HubSpot (child companies).

Does anyone have a better idea? I am not satisfied with my solutions.

Thank you!

[danmoyle · Accepted solution]

Hey there @Arthur-Mi4 - and thanks for the tag @kvlschaefer. 

This sounds like a combination of process and software. Arthur, I personally like the HubSpot "collaborator" property option for the software side. For process, it could be as simple as having a policy in place where the sales person adds a follow up task in 3 days to proactively check-in with the status. This would show clients the sales person is staying on top of the status, and build that habit. 

It would also, as you point out, give that sales person the filter option. Since tickets should be closed, it would make sense that the filters would include status=open as well. 

If it's a matter of monitoring, this may need to include a naming convention policy that all Tickets include specific naming for the date so the sales person can look it up that way as well. 

If they need some kind of notification that a ticket is still open after so many days so they're staying proactive for the client, that's something that could help and is easily managed with a Ticket workflow. 

Hopefully that helps spur some ideas. 

[kvlschaefer]

Hi @Arthur-Mi4,

Thanks for reaching out to the Community, and for sharing this detailed information! 

Let's invite our subject matter experts to see if they have any thoughts on how you could streamline this process for your client - Happy New Year @danmoyle, @franksteiner79, @CateDuarte - Do you have any advice for @Arthur-Mi4?

If anyone else has experience and would like to share their thoughts, please feel free to reply to this thread 🙂 

Thank you! 

Best,

Kristen

[Arthur-Mi4]

Thank you Kristen for following up!