Hubspot URL: https://app.hubspot.com/
Support Tickets are used to keep a record of customer issues and inquiries. The help desk is set up to automatically create a ticket when an email is delivered to our support email address (support@yetisnow.com). Tickets are currently not automatically set up for live chat or Facebook Messenger. They will need to be manually created when a customer reaches out.
A ticket is broken down into several fields of information. These are known as properties. Properties can let us know things like when the customer first contacts us, the employee who is handling the ticket, the type of issue it is, and more. You can also create custom ticket properties to capture the information most relevant to your business needs.
Properties
Current ticket properties can be found here (Hubspot Navbar: Setting>. Data Management> Properties)
Ticket Name: A short description of the issue or inquiry. Normally, the subject line of the email.
Pipeline: The support pipeline should be used for support tickets only.
Ticket Status: state what stage of the process the ticket is at.
Ticket Status Option :
New: New ticket which has not been handled yet
Waiting on contact: Waiting for the customer to pass on needed information or confirmation
Waiting on us: waiting on support to report back to the customer
Closed: Questions have been answered or issues dealt with.
Create date: when the ticket was first created
Priority: This is evaluated based on how big an impact is endured by the customer.
Priority Options:
Low: Minor issues with little to no impact on business operations as well as general inquiry
Medium priority: A product issue that moderates business operations.
High priority: Issues that cause significant business impact, Data Imports, and any billing issues
Ticket Owner: This is the Yeti employee who is in charge of taking care of the issue. Otherwise, note the employee's name or support’s old email. All old support issues are underneath support.
Ticket Description: This is a record of all information passed regarding the issue. It can include email content and notes from calls and other contacts.
Ticket contact: Name of the customer who reached out.
Ticket company: The company that reached out with its name and company code.
Ticket Channel: This states where the ticket came from.
Created date: Date of when the ticket was created.
Closed date: Date of when the ticket was closed.
Ticket Category: The category describes the reason why the customer has reached out
Product Inquiry: The web platform or app is not performing as it should
Onboarding inquiry: The customer is having issues because of a lack of knowledge of how our products work
Billing Inquiry: issues with subscription or payments, anything to do with finance
Feature request: Customer has an idea or feedback about our products/services
General Inquiry: Questions have questions that can’t be placed in other category
Data import: This is only to be used when a Data Import template is filled out and uploaded to production. Any issues that may appear because of the upload are to be set as a product inquiry.
Help Desk
The Help Desk is Hubspot‘s ticket management system. When an email comes into the support inbox, a ticket is created at the help desk. The landing page is where you can get a bird's eye view of all of your tickets, along with their priorities.
Navbar: To get to the help desk, click services and then help desk.
Filter: Filter through tickets using different properties
Views: These are like folders where you can view tickets based on certain criteria. Example: You can view all closed tickets in the closed ticket view.
Tickets: All tickets can be found on this main page, along with a list of their properties. You can change their properties as well as edit and merge them.
Merge Tickets
Since a ticket gets created every time an email reaches the support inbox, we need to be aware that multiple tickets could be created for the same issue. In order to keep all the relevant information together, you will need to merge these tickets at the help desk.
Steps for merging tickets:
- Select all tickets that are about the same issue.
- Select the merge button found underneath the filter
- Select the merge button on the bottom of the pop-up
Ticket
In the Help Desk, click on a ticket name to open it up and see a more detailed view.
Ticket list: Here are all the tickets listed in order by date
Email View: This window shows you all email threads related to this ticket as well as notes
Text Box: This is the window where you can write a response to a ticket.
Ticket Context: This gives you more information about the customer and the issue at hand
How do I respond to a ticket?
These are the steps that you take when responding to a ticket.
- Head over to the Help Desk and go down to the ticket you want to respond to.
- Click on the ticket name to open it up and read what is in the email view.
- Head over to the ticket context on the right and keep going down the page until you hit ticket priority. Set the ticket priority and category.
- Next, head up to set the ticket owner and status.
- Next, we’re going to head down to the text box to write up a response
- Once you’re finished writing it, click send.
Closing a Ticket
Tickets should be closed once the issue has been resolved or taken over by another department. When closing a ticket, you’ll be asked what category the issue falls under and what was done to resolve it.
Category Option
This describeswhy the customer reached out to support
Product Inquiry
This is when a customer reaches out to notify us that there is a performance issue with either the web platform, the mobile app, or transferring data to a third party (QuickBooks).
Only place tickets in this category if a customer has a technical issue. This category is not for onboarding questions or general inquiries.
Onboarding inquiry
This is when a customer is having trouble using Yeti because of a lack of understanding of how the product works. Quite often, they have the wrong setting in place or do not understand how a feature works.
Billing Inquiry
This has anything to do with payment, Yeti subscriptions, off-season mode, or cancellation.
Any financial-related inquiries fall under this category.
Feature request:
This is for when a customer suggests a new feature that they think should be implemented. Feedback for improvements to our current features also falls under this category.
General Inquiry
This is for when customers reach out regarding nonspecific topics. Examples of this would include questions about opening time, contact details for departments, and asking about the release date of new features.
Data Import
Data imports should be sent to the support email once they are filled out by a customer. This category is only to be used when a data import template is filled. Any technical issues relating to a data upload must go under the product inquiry category.
Resolution Option
This states what was done to resolve the issue at hand.
Question answered
This is to be used when all that needs to be done is pass over information, a support document, or video in order to close the ticket.
Product issue fix
This is to be used when the technical problem has been resolved by the Dev Team
Sent to finance
This is to be used for financial issues which are passed to the Finance Department to deal with.
Data uploaded to Production
This is to be used after a data import is uploaded to the Customer production environment
Feature request
This is to be used when feature requests suggested by customers have been passed onto the team.
Sent to onboarding
This is to be used when the solution is to send the customer to onboarding for more training.
Snippets & Templates
There are several pre-written answers that are available to use. They come in two formats Snippets & Templates
Snippets
Snippets are short, reusable text blocks that can be used to help write an email.
An example is the snippet called Thanks & Company Code. When writing a response, you can call this snippet by typing out the # symbol followed by Thanks & Company Code or by clicking the insert button. Then select the correct snippet from the drop-down menu, and the text will be placed in your response.
To create new snippets, head to the navigation bar and select Snippets. Then select the create snippet sign in the corner. You now have the power to give your snippet a name, body and shortcut. Shortcuts are what you will type in order to call the snippet into your response.
Templates
With templates, you can save repetitive email content as an email template.
Click the insert button on the bottom menu of the email. Select templates, and a menu of the available templates will appear. Select which template you would like to use. After it appears in the email, you can edit it as you wish before you send it off.
To create a template, head over to the navbar, click conversation, and then templates.
Click the new template button in the corner. You’ll be given the options scratch or template library. After making your selection, give your template a name, subject, and body before hitting the save button.
