What is the best way to create an incident/accident report

[Titanium]

We need to create a way for staff to report an accident or an incident onsite at our facility. What is the best way for a staff memeber to quickly enter information and to capture that information so that it's easy to read, follow up on, and indicate actions taken?

We need, at minimum, to capture:

• Name of incient reporter.
• Date, time, and location of the incident.
• Names and contact information of individuals involved.
• Description of the accident or incident.
• Any injuries sustained and actions taken.
• Witness statements (if applicable).

What is the best way to make this happen?

[Titanium]

Sorry. Replied to the wrong post here

[karstenkoehler]

@Titanium it's not a form or tickets, it's both. Form submissions can create tickets: https://knowledge.hubspot.com/records/create-tickets#create-tickets-in-your-conversations-inbox

If the ticket is created via form, then it's as easy as filling a form and doable without being logged in.

Yes, each incident would be its own ticket. One incident, one ticket. If you want to find an incident, you would search for the corresponding ticket.

[Titanium]

Please forgive me. I'm confused. Do i create a form and then add a ticket to it?

[karstenkoehler]

@Titanium when configured like explained in the article I shared, each form submission would create a new ticket record in your incident pipeline. New incident, captured via form submission, creating a new ticket record. Does that make more sense?

[Titanium]

So, I start with a form and then add a ticket to that form?

[karstenkoehler]

@Titanium the form submission creates the ticket automatically if you follow these steps: https://knowledge.hubspot.com/records/create-tickets?_gl=1*apkvch*_ga*MTYzOTE3NDMzNy4xNzE1ODc1MDY5*_...

Have you reviewed this article?

[Titanium]

Yes - it's so confusing. What is a conversation inbox and why would I want to use it for an incident report?

"Create tickets in your conversations inbox"

[karstenkoehler]

@Titanium let's maybe take a step back then.

Incidents are something that should be documented as single records. Since HubSpot has contacts, companies, deals and tickets out of the box, tickets are the most suitable once.

In Enterprise subscriptions, you can create custom objects - so this could be a separate "Incidents" object, but that requires more configuration and the highest HubSpot subscription level.

Hence tickets as the starting point for this approach.

Tickets can be created via different means: manually, from incoming emails, from website chats, from messengers, from website forms (like contact records). While not all of these apply to incidents, they still exist.

Since there are different ways that tickets, HubSpot decided to funnel all of these through a conversations inbox. That's how HubSpot decided to design and manage these different incoming sources of soon-to-be tickets.

That's the reason why a process where a form submission creates a ticket (documents an incident) still has to go through a conversations inbox.

If you follow the steps from the article, you'll set up a form, link it to a conversations inbox and each form submission will then create tickets. You don't have to look at the conversations inbox in the middle.

[Titanium]

Ok. This helps A LOT! Thank you.

So, I made a form, chose stand alone form, and then chose Support as the template. I then cusomized everything so that I could capture everything we need in an incident report. I added an automation that send me an email that a report has been created. The report also creates a link that I used to create a QR code. I took that QR code and added it to an Incident/Accident Report Instruction sheet and printed it out. So, if/when something happens, the person will scan the QR code, fill out the form, and submit it. I will then get an email as well and can follow up on the report. 

I'm guessing that I'll be able to go in, take a look at the incident report (ticket) and then make annoations and notes accordingly. 

Does that make sense?

[karstenkoehler · Accepted solution]

@Titanium exactly! That sounds like a great process.

[karstenkoehler]

Hi @Titanium,

I would create a ticket pipeline for incidents, custom ticket properties for anything that needs to be captured. https://knowledge.hubspot.com/object-settings/customize-ticket-pipelines-and-statuses

Playbooks could be used for a standardised astute of the relevant information: https://knowledge.hubspot.com/playbooks/use-playbooks

Best regards!

Playbooks

[Titanium]

Thanks.

I have a few more questions for you.

1. What is the benefit of a ticket over a form and over landing page?
2. How easy is to fill out a ticket?
   1. Can it be done without logging into HubSpot right from the app?
3. Will each incident be a new ticket?
   1. If so, how do you search all tickets for a specific incident?

Grateful