Ticketing Dashboard Overview

Purpose

Here's the shape of this SOP: a ticket is how we track a client question, issue, or request from open to closed in one place, on either the support or the sales side. This article covers the general ticket record, its fields, and how a ticket gets closed out. Our two custom ticket-based systems, Snake Avoidance and the Pet Progress Tracker, are covered in their own articles since they run on heavily customized pipelines.

At a Glance

• Click the Service tab to land on the main ticket dashboard.
• A ticket can be created directly from a contact, which associates it automatically, or from the main screen, which requires you to associate it by hand.
• The core fields are name, status, create date, description, source, owner, priority, category, and resolution.
• Status moves from an open state like "Waiting on us," to "Waiting on contact" once you've acted, to "Closed" once it's resolved.
• Timeline activity can be added to a ticket to give whoever picks it up next the full history behind the issue, beyond just the current state.

Steps

1. Name the ticket clearly. Something like "Follow up with client regarding lost equipment" tells the next person what it's about at a glance.
2. Set the status to reflect where things stand right now, such as "Waiting on us" when the ball is in our court.
3. Fill in description and source. Description carries the detail; source records where the issue came from, such as email.
4. Assign an owner and a priority. The owner is whoever is responsible for seeing it through.
5. Set a category that fits the issue, such as a general inquiry, or a client question about whether their dog can be approved for a program without an assessment.
6. Associate the ticket with the contact if you didn't create it from their record directly; otherwise this step is already done for you.
7. Add timeline activity if the issue has history, for example something dating back to earlier in the month, so the full picture is on the ticket, not just today's note.
8. Move status to "Waiting on contact" once you've done your part and are waiting on them.
9. Add a resolution and close the ticket once everything is settled; this moves status to "Closed."

Edge Cases / Troubleshooting

• A ticket was created from the main screen and isn't showing on the client's record. That association only happens automatically when the ticket is created directly from the contact. Go back and associate it by hand.
• You're not sure what category fits. Category defines the type of issue, and the set can be updated and defined as our requirements change, so it is not a fixed list you have to force an issue into.
• A resolution doesn't cleanly fit the ticket's original description. The resolution field records what the issue was addressed with, so it describes the outcome rather than restating the original ask.

Vendor Reference

Ticket fields, statuses, and the create-and-close mechanics above are all standard HubSpot behavior, not a Partners Dogs customization.

• Create tickets: the vendor's full reference for ticket fields, association, and status handling. Check this doc if your Service tab layout looks different from what's described here; HubSpot has introduced a newer Help Desk workspace for some accounts, and our navigation above describes the ticket index and board view path.

Who to Ask

This one gets easier after the first few reps. The ticket owner is whoever is responsible for addressing the ticket, so if you are unsure whether a ticket is yours, that field is the thing to check.

For the two ticket-based systems with their own pipelines and automation, see Snake Avoidance Tickets and Pet Progress Tracker Overview.