Creating & Tracking HubSpot Tickets for Student Follow-Ups
This article contains 3 guidance items for advisors handling this student support scenario.
Q: When should I open a HubSpot ticket vs. just leaving a note?
Answer: Open a ticket whenever the issue requires action by another team (tech, billing, compliance) or any follow-up beyond a same-day reply.
Q: What information must every ticket include?
Answer: Student name, HubSpot contact link, concise summary, requested action, urgency, and owner. Attach screenshots if available.
Q: A ticket has been sitting in 'Working' status for over a week — what do I do?
Answer: Bump the owner in #academicadvisors with the ticket link. Escalate to the team lead if there is no response within 24 hours.