How to better use tickets

[MDagan]

Hi, I'm looking for a better way to manage my  customers, I'm not sure tickets board is the best way. Do you use tickets for more than support? I feel like I'm missing something.

[RSchweighart · Accepted solution]

Hi @MDagan,

@PamCotton provided some great examples of possible use cases for tickets outside of support. I recently set a ticket pipeline up for a client for internal marketing requests, as an example.

Tickets are more robust than tasks. Both can be associated with deals.

Think of tasks as a simple, one-time item, such as 'Call ABC' or 'Send email to XYZ'. Here's more info on working with tasks.

Tickets give you the ability to set up statuses in a pipeline to handle more robust workflows than tasks.

It is very similar to a deal pipeline/stages, only they're called ticket statuses instead of stages. With a Service Hub Pro, you have the ability to create 15 ticket pipelines. With multiple ticket pipelines, you have greater flexibility to be more creative with your implementation.

Any more details (without sharing personal information) you'd be willing to share about how you want to manage your customers could help us continue to tailor setup recommendations, etc.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier. 

[DNebojsa]

RSchweighart As I often plan tasks on mobile, the HubSpot mobile app is a bit heavy for quick use and does not have a clear interface.

I really like the idea (of using the ticket pipeline for task management), but it's only good if you're always in front of your desktop.

[RSchweighart]

Hi @DNebojsa, I agree with you on the comments about mobile. A lot of organizations will have a separate project management tool such as Basecamp, Asana, Clickup, Jira, etc. It seems like HubSpot continues to make strides in its mobile app but would agree that if mobility is a priority, another solution is likely worth it even though it introduces another piece of software.

[DNebojsa]

I have attached our task management process on the HubSpot ticket page. In the second pipeline is our traditional customer service.

[RSchweighart]

Hi @DNebojsa, in general, I recommend keeping it as simple as possbile while still being useful. What you screenshot seems great. It may be worth leveraging a due date property and renaming your statuses to something like 'in progress', 'waiting on others', etc.

Some ways I've used it is to make a ticket a little bit larger in work scope -- almost like a project. Then you can use tasks within the ticket to complete and assign work. So, you may have a ticket titled Q2 2025 Website Redesign. Then, you might have the tasks needed for the redesign within that ticket. You can also associate tickets to other tickets to show relationships with each other. 

I really like 37 Signals' hill chart methodology related to executing work. Sometimes working with clients, I will have a pipeline in their account with these as the stages for projects I'm working. Then, I'll have a weekly updates ticket and use a note to highlight what was worked on for that week and what's upcoming for the next week. For those weekly update tickets, I will associate other tickets that I worked for that month. The moon emojis are just a visual indicator.

Thanks for keeping the conversation going!

[DNebojsa]

Hi RSchweighart, I like the "tasks within that ticket" and the "hill chart" methodology, which I didn't hear about before. We'll try it too. 

Did you say that you are building this ticketing system in the client's account? Does that mean you have your own in HubSpot then move all completed tasks to your client account as well? Is that how you manage all your customers?

[RSchweighart · Accepted solution]

Hi @DNebojsa, as a HubSpot partner, I am usually in a client's account helping them build out HubSpot. Typically, the client is on a Service Hub Pro plan or higher giving them at least 15 ticket pipelines. I'll use one of those pipelines to track the work I'm executing for them using the hill chart stages and will use tasks within tickets. This is a pretty specific use case. 

The pipelines I set up for them will typically mimic a more classic customer service pipeline or be more specific to their process.

Let me know if that doesn't make sense.

[DNebojsa]

Yes, it makes sense. Thanks for sharing this technique!

Our clients are more in the Marketing/Sales Hub, so I can not use the pipeline in their account. But the system is useful for our agency staff. The client is getting the classic shared sheet about his projects/tasks 🙂

[RSchweighart · Accepted solution]

Hi @MDagan,

@PamCotton provided some great examples of possible use cases for tickets outside of support. I recently set a ticket pipeline up for a client for internal marketing requests, as an example.

Tickets are more robust than tasks. Both can be associated with deals.

Think of tasks as a simple, one-time item, such as 'Call ABC' or 'Send email to XYZ'. Here's more info on working with tasks.

Tickets give you the ability to set up statuses in a pipeline to handle more robust workflows than tasks.

It is very similar to a deal pipeline/stages, only they're called ticket statuses instead of stages. With a Service Hub Pro, you have the ability to create 15 ticket pipelines. With multiple ticket pipelines, you have greater flexibility to be more creative with your implementation.

Any more details (without sharing personal information) you'd be willing to share about how you want to manage your customers could help us continue to tailor setup recommendations, etc.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier. 

[PamCotton]

Hey @MDagan, happy Tuesday!

Tickets in HubSpot are often used for support, but they can also be useful for tracking and managing any customer-related processes, like onboarding, requests, or even project management tasks. 

What specific challenges are you facing in managing your customers?

To our top experts, @Gaurav_Aggarwal and @RSchweighart any recommendations for @MDagan matter?

Thank you,

Pam

[MDagan]

Thanks, @PamCotton !
I get what you're saying. So it's like a board with a place to put tasks for myself and my team, each task can be connented to a deal page, right?