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Snake Avoidance Tickets

Start here if you're new to this: how the Snake Avoidance ticket pipeline pre-fills, what to edit during a session, and how to trigger a ticket manually.

Purpose

Start here if you're new to this: every dog signed up for Snake Avoidance through our website or Acuity gets a HubSpot ticket automatically, pre-filled with defaults for that session. This SOP covers what those defaults are, what to edit during and after a session, and how to trigger a ticket by hand when a parent books, cancels, or reschedules outside the automatic flow.

At a Glance

  • A ticket is created automatically on website or Acuity sign-up; the defaults differ depending on whether the dog is new to Snake Avoidance or coming back for a refresher.
  • Defaults include a narrative for each cage (behavior, stim application, response), Recognition/Association/Response ratings for scent and sound, a refresher recommendation (6 months for first-timers, 1 year for refreshers), and an Owner Feedback field defaulted to happy.
  • Marking a ticket "completed" automatically sends the parent a detailed report built from whatever is on the ticket at that point.
  • Tickets can also be triggered manually from the Contact Owner's Snake Avoidance section when a parent books, cancels, or reschedules outside the normal flow.

Steps

Reviewing and Editing a Ticket

  1. Open the dog's ticket and go to the "About" section as the session concludes.
  2. Review the pre-filled defaults for that dog's cage responses, scent/sound ratings, and refresher recommendation.
  3. Edit anything that does not match what happened during the session: update cage responses, add any hurdles encountered (leash management, owner separation anxiety, and similar), adjust the Recognition/Association/Response ratings, and change the refresher recommendation if the dog needs something different from the default.
  4. Update Owner Feedback based on what you observed and anything the parent said during the session.
  5. Fill in Additional Services if you want program information sent to the parent; this also auto-creates a task for the contact owner.
  6. Keep the Dressed and Training fields updated even though they don't trigger anything automatically right now; they're in place for future use.

Completing and Archiving a Ticket

  1. Mark the ticket "completed" once the session and your edits are done. This immediately sends the parent a report built from whatever is on the ticket, defaults and edits alike, so review before you mark it complete, not after.
  2. Check the finalized ticket after completion if you want to confirm exactly what the parent received.
  3. Expect the ticket to archive automatically a few days after completion; you don't need to move it yourself.

Finding the Right Ticket on Desktop or Mobile

  1. On desktop, sort by location and upcoming session time, or click the location view to see who's coming up.
  2. On mobile, select the Snake Avoidance pipeline first, then your location's custom view, then apply the "session date" filter with oldest session first so the dog needing you soonest is at the top.

Triggering a Ticket Manually

  1. Go to the Contact Owner's Snake Avoidance section.
  2. Select the appropriate date and time, then add "first time snake avoidance" or "refresher snake avoidance" as needed.
  3. Type "True" in the matching field ("new," "reschedule," or "cancel") for what the parent is asking for.
  4. Let the system do the rest; the ticket updates and the field resets on its own, and the dog's name pulls from whatever is currently on the contact record.

Edge Cases / Troubleshooting

  • A parent reschedules or cancels, and the contact has more than one Snake Avoidance ticket linked. The update applies to every Snake Avoidance ticket tied to that contact, not just the one you had in mind. Confirm which session the parent actually means before typing "True."
  • You're not sure whether a hurdle is worth noting. Anything that changed how the session went, leash issues, separation anxiety, a slower response than expected, belongs in the ticket so the next person (including a refresher trainer months from now) has the real picture instead of the untouched defaults.
  • The refresher recommendation does not fit the dog in front of you. The default is set from the dog's training history, 6 months for first-timers and 1 year for refreshers, so change it on the ticket when the session tells you something different.
  • The dog's name on a manually triggered ticket doesn't look right. That pulls from the contact record directly, so fix the contact record first; the ticket will reflect whatever is there.

Vendor Reference

  • Create tickets: HubSpot's generic ticket mechanics, custom fields, pipeline stages, and archiving. Everything specific to Snake Avoidance, the auto-generation trigger, the pre-filled defaults, the refresher cadence, and the manual "True" field convention, is our own pipeline configuration, not vendor-documented behavior.

Who to Ask

When in doubt, ask before you act, especially before typing "True" on a contact with multiple linked tickets, or before marking a ticket complete when something on it still looks wrong. Your manager would rather answer a quick question than see a wrong report reach a parent.

For how tickets work in HubSpot more generally, including statuses and how they're associated with contacts, see Ticketing Dashboard Overview.