SH-01: Intro to ServiceHub Ticketing Pipeline Training

The meeting introduced Katia and showcased the ticketing system developed by Rev Partners for HubSpot. The team discussed their roles and expectations for the system, including manual ticket creation from conversations and emails. They also discussed future plans for automated ticket creation and integration with other platforms. The team explored connecting support at the Grands to HubSpot for direct access to incoming messages and ticket creation. They also discussed the possibility of automatically flagging and prioritizing emails from owners. The meeting covered the ticket creation form, including the ability to add photos and a separate field for storing pictures. Ticket categories and subcategories can be edited later on. The team discussed leaving notes, tagging team members, adding pictures and links, creating tasks within tickets, and changing ticket categories. They also discussed integrating owner information from the onboarding form into the ticket record. The completion of migration pieces and visibility of clean data in HubSpot were addressed. The team clarified that tickets can be generated from different issues associated with the right listing or reservation. The meeting covered ticketing pipeline statuses, the use of the new tool for guest messages, and the process of moving messages to ‘no action needed’. They discussed the workflow for managing incoming messages and tickets, including reviewing messages and filtering and exporting options. The team discussed ticket status flow, the global ticket view, and the ping function for reminders. They also discussed ticket assignment, ownership, SLA alerts, and notifications. The meeting focused on handling tickets during team members’ vacations, deciding to implement a system to remove assignments or allow someone else to handle them. They discussed reassigning tickets and agreed that anyone with permissions can do so. They also agreed to send notifications to the team when tickets are overdue.