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Pet Progress Tracker Overview

Quick context before the steps: how the Program and Daily ticket pipelines move a dog through training and generate pupdates automatically.

Purpose

Quick context before the steps: the Pet Progress Tracker is two linked HubSpot ticket pipelines, Program - Progress Overview and Daily - Progress Tracker, that move a dog through their program day by day and generate the tasks and pupdate content that go with each day. This SOP covers both pipelines, how a dog moves through them, and what each stage and field does.

At a Glance

  • A Program ticket holds the core information for a dog and their program, including PD360 scoring, and stays in the Program - Progress Overview pipeline for the whole program. Anything that should carry forward as the default gets edited here, not on a daily ticket.
  • A Daily ticket exists in the Daily - Progress Tracker pipeline for one day of training; it copies its starting information from the Program ticket at the moment it's created.
  • Moving a Daily ticket through its stages (Editing, In Progress, Completed) is what creates tasks, assigns them by priority and time, and eventually sends the pupdate email.
  • Pupdate Focus fields 1 through 7, plus Equipment, Reward, Demeanor, and Friends, control which tasks get created, who they're assigned to, and what shows up in the parent's pupdate email.
  • Every program currently has 30 days of programming with 3 variations per day, and most behaviors have at least 3 pupdate content variations, up to 12 if a PD360 variable is attached.

Steps

Moving a Dog Through the Pipelines

  1. A Program ticket is created and sits in Upcoming until the dog checks in.
  2. The PD360 Assessment is performed and its values are added to the Program ticket; this is the information that copies to each Daily ticket going forward.
  3. When the dog checks in, the Program ticket moves to Week 1, then to whichever Week stage matches their current program day.
  4. Daily tickets generate on their own: overnight programs get the next day's ticket created at 1pm; day school programs get the current day's ticket created that morning.
  5. Move a Daily ticket to Editing if you need to adjust that day's Pupdate Focus fields or task assignments before the day starts.
  6. Move the Daily ticket to In Progress to populate its tasks and pupdate content for the day.
  7. Move the Daily ticket to Completed at the end of the day; this is what sends the pupdate email to the parent.
  8. For day school, the Program ticket moves itself to the transition/check-out stage automatically. For overnight, move the Program ticket to transition/check-out by hand when the dog checks out, or the system will keep generating Daily tickets.

Working the Daily Ticket Fields

  1. Reassign the primary or secondary instructor on a Daily ticket any time before it moves to In Progress if the person actually running that day's tasks is different from the default.
  2. Know your assigned task windows: Focus 1 (high priority, ticket owner, 8am), Focus 2 (high priority, ticket owner, 10am), Focus 3 (high priority, ticket owner, 12pm), Secondary Focus 4 (medium priority, secondary instructor, 1pm), Equipment Focus 5 (low priority, secondary instructor, 3pm), Reward 6 (low priority, secondary instructor, 5pm).
  3. Leave Potty 7 blank or select "abnormal potty" when nothing needs to go in the pupdate for that field; either way, nothing gets sent to the parent from it.
  4. Fill in Friends manually; it's the only field on this list that isn't automated, and it feeds the pupdate's outro.
  5. Use comments (tag a person with @) on any ticket or task for a specific note or piece of feedback tied to that object.

Edge Cases / Troubleshooting

  • A Program ticket looks stuck or a Daily ticket isn't generating. Confirm the Program ticket is still in the correct pipeline and stage; Daily tickets only generate off a Program ticket that's actively in a Week stage, not one sitting in Upcoming or already moved to transition/check-out.
  • An overnight dog checked out but new Daily tickets keep appearing. That means the Program ticket was never moved to transition/check-out by hand; move it now to stop further Daily tickets from generating.
  • Boarding shows up unexpectedly on a dog's program tracking. That's expected: boarding triggers off the Gingr check-in, and creates a new ticket automatically if one doesn't already exist.
  • PD360 scoring on a Daily ticket doesn't match the Program ticket. Daily-ticket scoring is copied from the Program ticket and is modifiable for future daily tickets, so a difference can be an intentional edit. Anything that should carry forward as the default gets changed on the Program ticket instead.

Vendor Reference

  • Manage records in board view: the generic pipeline-stage and board-view mechanics that this system runs on. Everything else, the two linked pipelines, the Week and Editing/In Progress/Completed stages, PD360 scoring fields, the Pupdate Focus fields and their fixed assignment times, and the automated task and pupdate email triggers, is Partners Dogs' own configuration built on top of standard HubSpot tickets, not something a vendor doc covers.

Who to Ask

Program tickets stay in the Progress Overview pipeline for the system to work correctly, and anything meant to become the default going forward is edited there rather than on a Daily ticket. Use comments, tagging the person with an @, on any ticket or task when something needs another pair of eyes.

For how HubSpot tickets work more generally outside this system, see Ticketing Dashboard Overview.