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      Guide to Using Ticket Views in HubSpot

      Introduction

      To help streamline ticket management, we’ve set up four ticket-based views in HubSpot. These views organize tickets based on assignment and status, ensuring that team members can quickly find and manage their tickets without needing to create or modify filters.

      This guide explains what each view does and how to use it effectively.

      View 1: Unassigned Tickets

      What This View Does:

      • Displays all tickets that have not been assigned to any team member.

      • Helps identify tickets that need to be claimed and addressed.

      How to Use This View:

      • Navigate to Tickets > Select "Support Tickets Created but Unassigned" view. OR click on the hyperlink in the name.

      • Look for any open tickets that need to be assigned.

      • If you find a ticket relevant to your role, click on it and assign it to yourself or the appropriate team member.

      When to Use This View:

      • Use this view when checking for new or unclaimed tickets.

      • Ideal for team leads ensuring all tickets have been assigned.

      View 2: My Open Tickets

      What This View Does:

      • Displays all open tickets assigned to you.

      • Excludes closed or resolved tickets to keep your list focused.

      How to Use This View:

      • Navigate to Tickets > Select "All open Tickets - Assigned to ME (Support/A.Advisor)" view. OR click on the hyperlink in the name.

      • Review the tickets assigned to you and prioritize based on urgency.

      • Update ticket statuses as you work on them (e.g., "In Progress," "Awaiting Response").

      • Close tickets when the issue has been resolved.

      When to Use This View:

      • Use this view to track your active workload.

      • Helps ensure no assigned tickets are overlooked.

      View 3: Academic Advisor Tickets

      What This View Does:

      • Displays all tickets assigned to Academic Advisors.

      • Helps track advisor-related issues or student inquiries.

      How to Use This View:

      • Navigate to Tickets > Select "Tickets Created Assigned to A. Advisors" view. OR click on the hyperlink in the name.

      • Check ticket details to ensure Academic Advisors are addressing their assigned issues.

      • If needed, escalate or reassign tickets to the appropriate advisor.

      When to Use This View:

      • Use this view if you're monitoring Academic Advisor workloads.

      • Helpful for managers or support teams assisting advisors.

      View 4: Support Team Tickets

      What This View Does:

      • Displays all tickets assigned to the Support Team.

      • Helps track support-related tasks and ensure timely responses.

      How to Use This View:

      • Navigate to Tickets > Select "Tickets Created Assigned to Support" view. OR click on the hyperlink in the name.

      • Review active tickets and ensure they are being worked on.

      • If a ticket is incorrectly assigned, reassign it to the correct team.

      When to Use This View:

      • Use this view to monitor and track support team tickets.

      • Ideal for ensuring the support team is managing requests efficiently.

      Conclusion

      These views are designed to make ticket tracking more efficient and structured. By using them correctly, the team can ensure all tickets are handled promptly without confusion.

      ⚠️ Important: Do not modify or change these views. They are standardized for the entire team to ensure consistency.