In this training module you will learn how to use the Tickets Pipeline function effectively. Tickets is primarily used by the Customer Service Team only. When an NCR is raised, a manager will also need to use the NCR Ticket pipeline.
To go to Tickets, Click on "Services" i n the top ribbon menu and choose "Tickets" from the drop down menu.
The Customer Service Tickets Pipeline is organised into 5 key categories:
Red – New Emails coming in to the Customer Service Team
Dark Orange – Orders waiting for further information before being processed
Dull Orange – Quotes waiting for further information before being processed
Purple – Outstanding Queries that need to be dealt with
Yellow – Emails from Customers who are on stop or are proforma customers
Check that you are also in the correct view – “CUSTOMER SERVICE” – and make this your default view by clicking on “Options” and selecting “Make Default”
When you hover over the blue subject line of any ticket, you will see the first few lines of the email.
Also, all Key or Priority Customers are automatically prioritised as High Priority (red dot), while medium and low priority tickets are allocated by the Customer Service Team.
To open a Ticket and begin to work on it, you need to click on the blue Ticket title.
When you are in a Ticket, it is broken into three columns. In the first column, you will find information specifically about that Ticket. In the second column, the timeline of activity within this ticket is chronologically listed. In the third column you can see information about the Contact, Company, Deals, other Tickets, and Attachments relating to that Ticket.
Working in Tickets - Column One
In the first column you will be able to manage the Ticket Information and details.
Under the name of the Ticket you can see how long it has been in the system for – in this case, the email came into us 26 minutes earlier. You can also see the Ticket Category it is in against "Status" (ie. Red - New Emails).
Directly under this information are a list of actions you can take – ie. Add a Note to the Ticket, Email the Contact or another interested party, Call the Contact, Log a specific Activity (eg. Meeting etc), Create a Task for an associate, or Schedule a Meeting.
Account Status will show you if this Company is On Stop, In Credit Control, or has recently gone Off Stop. If nothing is entered here, this is likely because this company has no credit issues.
The Ticket Name can be amended just below the Account Status. The Ticket Name must be updated just prior to being closed or moved to a different ticket status colour. You are required to name the ticket following the correct process:
COMPANY NAME, QUOTE/ORDER/QUERY, RELEVANT QUOTE/ORDER NUMBER
The Ticket Name will require amending to reflect the above. If there is a Swagelok reference available (quote/order no) it MUST be included.
The next step is to set the priority – depending on the ticket content. If the email has come from a key customer, this priority will already be set to High. Take three tickets at a time from the bottom and assign to yourself and process as below.
If Account Type is blank and you know whether this Company is a Lead, Customer, Reseller or Supplier, please click on the dropdown menu and choose the appropriate Account Type at this time.
•When setting the priority for the ticket:-
–Check the Account Status
–Amend the Ticket Name to reflect:
•Company Name; Quote/Order/Query; Relevant Quote/Order Number
–Set the Priority (if not already High Priority)
•High Priority = Key Customers; To be actioned ASAP
•Medium Priority = To be actioned by 3.30pm
Low Priority = To be actioned by close of business day
To change the Ticket Status, click on the dropdown menu and choose the appropriate category for this Ticket.
If a Ticket has been created from a SPAM email, please click on “Click here to report this email as spam” at the bottom of the email and then click on Actions in the top right of Column One and choose “Delete” from the dropdown menu. Then check that the email has not created a Company and Contact in the system. If it has, please delete these records also.
If you know that duplicate emails have been sent and therefore duplicate Tickets have been created, you may delete the duplicate Ticket also.
NO OTHER TICKETS SHOULD BE DELETED
If you know that a Ticket relates to another one that is already in the Pipeline you can merge the two Tickets. Ensure you are in the main ticket that you want to keep (this should be the one with the most information in it or the original Ticket as the full Timeline will then be copied across). Click on “Actions” and Choose Merge. Search the name of the ticket you want to move into the main ticket and follow the instructions on the screen to complete the action.
When processing Tickets:-
Assign yourself as the Ticket Owner by picking from the dropdown menu of associate names.
Update the Ticket Status and ensure it is allocated to the correct category.
If the Ticket has been closed and you are reopening it, the action that has been taken with the closed ticket will be summarised under “Ticket Actions”. Whenever you close off a ticket, a dropdown menu will pop up with all potential close action options.
Working in Tickets – Column Two
When processing a Ticket, you can follow its journey in Column Two which provides a chronological timeline with the latest activity on top. If you scroll to the bottom of this timeline, you will be able to see the original email/contact that created this ticket. In this example, it is an email from a customer requesting a PO be processed.
You can filter the information you wish to see in this column by clicking on “Filter Activity” and choosing what activities you wish to see. You can also filter a specific activity more quickly by choosing from the options at the top of this column – Notes, Emails, Calls, Tasks. When “Activity” is chosen here, you will see all activities that you have chosen under the “Filter Activity” option.
Working in Tickets – Column Three
When processing a Ticket, check the Contact and Company details attached to the Ticket in Column Three. It is very important that no internal user (associate) is not attached as a Contact here, or that Swagelok Bristol is not attached as a Company here. You will need to amend this if an email has been forwarded to the Customer Service team from an associate.
THIS IS EXTREMELY IMPORTANT!
Please ensure there is no internal Contact or Company associated with the Ticket! You must also check to see what information we have about the company on HubSpot (instructions follow).
Any Deals, other Tickets or Attachments associated with this Ticket will also appear in this column. If two tickets have been merged the other ticket will appear here. If the Ticket has been linked to an opportunity or “Deal” one of the sales team has been working on, this information will also appear here. All attachments pertaining to the ticket eg. Purchase Orders; Order Confirmations; Quotes etc will be found here also.
It is imperative that HubSpot contains the most up to date and accurate information. To do this, we need everybody who uses the system to ensure that when they are working on a Contact, Company, Deal or Ticket page, that all information is completed. In the example above, the contact’s job title is missing and would need to be completed.
There are four signs that a Company is not entered into HubSpot correctly:-
•The Company name appears as its domain name eg. www.company.com
•The Account Number is missing
•The Account Type is missing
•The Company Owner is missing
If the Company name appears as its domain name, open a new window and choose “Companies” from the “Contacts” Main Menu. Search for the company name to see if another company with that name already exists. If so, check the details of the other company already in HubSpot to see if it is the same one (further instructions follow). If it is, you may need to merge these companies.
If the Account Number is missing and you know it is a Customer or Reseller who has an account with us, please add the Account Number here.
If the Account Type is missing or incorrect and you know what type of account it is, please amend.
If the Company Owner is missing or incorrect, and you know who it is, please amend.
Working in Tickets - Companies
If a Ticket has come in and the associated Company information in Column Three is missing any or all of Account Number, Account Type, Company Owner, or has the Company Name as the Domain name only, then search for the Company in Companies, and click on it to investigate.
Open any emails or attached documentation to identify the company. As there is a quote attachment you would open the attachment to find out the Account Number.
To open an attachment, click on it in Column Three, and this page will appear in a new window. If the attachment is a quote or order confirmation that has been generated by us, you will see the Account Name, Address, and Account Number. You can then check these against the information in the Company page, and add or amend as relevant.
If you need to download and save the attachment, click “Download” and the document will appear in the bottom left of the screen for you to access outside of HubSpot. If you need to view the document as a PDF, click “View” and if you need to email the document to someone, or copy it, simply click “Share” and it will be copied, ready to be pasted into an email, the desktop or another document.
If you are unable to find the required information this way, please look it up in Scala and add to the Company page. Also update the Contact if relevant in the same way – ensuring that Contacts have First and Last names, email addresses, and are assigned to the right company.
•Remember...when processing a Ticket:
–Assign yourself as the Ticket Owner
–Check the Ticket Name follows requirements and amend if not
–Read associated email to identify actions required
–Check Contacts and Company are entered into HubSpot correctly and not creating a duplicate or new record (hover over each to bring up the records) and add information if and as required.
•Company Name correct
•Account Number correct/present
•Account Type correct/present
•Company Owner correct/present
–Complete any missing information prior to processing Ticket
Closing a Ticket
When you have completed the actions required by a Ticket you can move it to Closed by selecting the dropdown menu for Status in Column One Under the Ticket Name. When moving a Ticket to Closed a pop up will present with a drop down menu of Ticket Actions to choose from. Choose the appropriate action for that Ticket and it will then be moved to the “Closed” category in the pipeline.
Reopening a Ticket
To reopen a Ticket ensure you choose “All Tickets” option so the “Closed” category is visible. Search for the quote/order number associated with the ticket or the company name. To enable easy and effective search capabilities, it is imperative that each Ticket follows the correct nomenclature. When the ticket comes up, you can go into it and reopen it and recategorise it if necessary. You could also merge with a new ticket if required.
Merging a Ticket
Click on the Search button and type in the information you know about the Ticket you wish to merge into the Primary Ticket – eg. Company Name, Associated Quote or Order Number.
When you have found the Ticket you wish to merge, click “Merge” and follow online instructions.
Please be aware THIS ACTION CANNOT BE UNDONE!
Has this training module been helpful? If you still have questions, please speak to the Customer Service Team Supervisor or the Marcomms Team.