Creating Customized Help Tickets with HubSpot Service Hub

11/26/2018 4 min read Written by Roman Kniahynyckyj

When a website visitor has a question or problem, how do they contact you for help? Many companies offer a variety of different contact options, which often leads to a confused hodgepodge of inquiries that are prone to falling through the cracks. With HubSpot help tickets, customers are instead treated to a streamlined help ticket function that ensures their requests are heard and heeded.


What’s HubSpot Help Tickets?

HubSpot help tickets is a tool that lets you create help tickets out of customer inquiries and issues for easy management, tracking and solving. Once customers submit a help ticket, it appears on a central dashboard that’s visible to all team members.

Tickets can be assigned to specific team members, with visibility into which team member is working on the issue and the length of time it takes each ticket to be resolved. You can also set ticket priorities to ensure the most pressing issues receive the most immediate attention.

Read More: Making the Move from Reactive to Proactive Customer Support

How to Create HubSpot Help Tickets

The HubSpot help tickets tool gives you several different ways to create a ticket.

Through the tickets dashboard:

Create help tickets through the dashboard by heading to the Tickets option in your HubSpot Service account. Click Create Ticket in the upper right of the screen, then enter the ticket details. Provide a ticket name; the pipeline to which the ticket is assigned, whether it’s your support pipeline or another pipeline you’ve created; and the ticket status. An option at the bottom of the panel lets you further customize ticket properties.

Inside a contact record:

Creating a ticket inside a contact record allows you to associate the ticket with a specific contact. Go to the Contacts option in your HubSpot account, find the contact you want, and click Edit. You’ll then have the option of linking an existing ticket to the record or creating a new ticket.

  • Add an existing ticket by clicking the Add Ticket option, searching for the desired ticket, and then clicking the checkbox to the left of the ticket to add it to the record.
  • Create a new ticket by clicking the Create Ticket option, entering the details, and then clicking Create. Save your changes, and you’re done.

In the conversations inbox:

You have two options for creating a ticket in the conversations inbox. One is to create a new ticket from a contact record, found on the right sidebar of the conversations inbox. The other is to establish a rule that automatically creates a new ticket every time you receive an incoming email.

You’ll find the option for automatically creating a new ticket in the routing rules section, which is accessible when you’re finished connecting your team inbox. A dropdown menu in the routing rules area allows you to select an Apply Action option, which is where you can choose to Create a Ticket for each new incoming email.

With a support form in your tickets settings:

Support forms let your website visitors submit tickets directly to your team, with the forms available wherever you embed them on your website. Click the Settings icon in your HubSpot account’s main navigation bar. Choose the Service option on the left sidebar, clicking on the Support Form option. Create a new form or edit an existing one, then embed it in your website where desired.

With a workflow:

Creating tickets with a workflow allows you to set up specific triggers and actions that automatically generate a help ticket. Service Hub Professional and Enterprise customers can set up this option within the workflow section of their HubSpot account.

Organize, View and Report on Your Tickets

Having all your help tickets in a central dashboard makes it convenient to organize, view and generate reports on them. You can use the pre-built ticket dashboards within HubSpot, set up customized dashboards, and export tickets as needed and desired.

Continue Reading: Customer Onboarding: How You Can Set Your Clients Up for Success

Within the dashboard, you’re also able to view ticket details by hovering over your selected ticket and clicking the Preview option. Click the View Profile option and you can use an interaction box on the right side of the ticket record. Here you can input notes, send follow-ups, or create a task associated with the ticket.

Your service dashboard lets you review ticket performance at a glance, or you can include additional pre-built ticket reports or customized reports for a more in-depth review of your tickets and their performance.

You’ll find the help tickets tool in HubSpot Service Hub, which provides a variety of other customer service functions for transforming your website visitors into happy customers and loyal fans. Contact LyntonWeb for a consultation and more info on what HubSpot Service Hub can do for you.

By: Roman Kniahynyckyj

Roman has been helping clients develop and implement revenue enhancing inbound marketing strategies since 2009. Prior to becoming an inbound marketer, Roman was a management consultant with Ernst & Young, Booz Allen Hamilton, BearingPoint, and KPMG. Roman's relentless focus on client satisfaction and client results has garnered accolades from many clients and teams.

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