---
title: Creating & Tracking HubSpot Tickets for Student Follow-Ups
description: Step-by-step SOP guide for academic advisors on when and how to create, track, and escalate HubSpot tickets for student follow-ups. Learn what details every ticket must include and how to handle stale 'Working' status tickets.
---
[Skip to content](https://knowledge.zollege.com/sop-internal/creating-tracking-hubspot-tickets-for-student-follow-ups#main-content)
English
Show submenu for translations
Open main navigation
Close main navigation
- English
Show submenu for translations
- Contact us
Contact us
How can we help you?
- There are no suggestions because the search field is empty.
1. [SOP Knowledge Base (Internal)](https://knowledge.zollege.com/sop-internal?hsLang=en)
2. [Student Life Cycle](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en)
3. [Student Support](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-support)
# 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.
- [Employee Life Cycle](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#main-content)
- [Employee Life Cycle](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#employee-life-cycle)
- [Onboarding](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#onboarding)
- [People and Culture](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#people-and-culture)
- [Training & Onboarding](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#training-onboarding)
- [Student Life Cycle](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#main-content)
- [Academic Advisor](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#academic-advisor)
- [Student Support](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-support)
- [Student Life Cycle](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-life-cycle)
- [Student Success](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-success)
- [Operations](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#operations)
- [Academics](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#academics)
- [Licensing & Certification](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#licensing-certification)
- [Drop & Retention Management](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#drop-retention-management)
- [Internal Drop Processing](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#internal-drop-processing)
- [Job Placement & Career Support](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#job-placement-career-support)
- [Make-up class](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#make-up-class)
- [Student Records](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-records)
- [Certification & Exams](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#certification-exams)
- [Graduation & Completion](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#graduation-completion)
- [School Life Cycle](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#main-content)
- [Finance](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#finance)
- [School Life Cycle](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#school-life-cycle)
- [Compliance](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#compliance)
- [Safety & Compliance](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#safety-compliance)
- [Operations & Change Management](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#operations-change-management)
- [Compliance & Regulatory](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#compliance-regulatory)
- [Achieving 12% Lead-to-Enrollment (LTE) Conversion](https://knowledge.zollege.com/sop-internal/achieving-12-lead-to-enrollment-lte-conversion?hsLang=en#main-content)
- [Admissions](https://knowledge.zollege.com/sop-internal/achieving-12-lead-to-enrollment-lte-conversion?hsLang=en#admissions)
- [Clinical Partner Life Cycle](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#main-content)
- [Operations](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#operations)
- [Finance](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#finance)
- [Business Development](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#business-development)
- [Collecting Student CPEs](https://knowledge.zollege.com/sop-internal/collecting-student-cpes?hsLang=en#main-content)
- [Student Life Cycle](https://knowledge.zollege.com/sop-internal/collecting-student-cpes?hsLang=en#student-life-cycle)
- [Establishing the CM Partner Relationship](https://knowledge.zollege.com/sop-internal/establishing-the-cm-partner-relationship?hsLang=en#main-content)
- [Campus Operations](https://knowledge.zollege.com/sop-internal/establishing-the-cm-partner-relationship?hsLang=en#campus-operations)
- [Finance & Compliance](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#main-content)
- [Check Requests & Disbursements](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#check-requests-disbursements)
- [Refunds & Complaints](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#refunds-complaints)
- [Requesting a New School to be Added as an Organization in NHA](https://knowledge.zollege.com/sop-internal/requesting-a-new-school-to-be-added-as-an-organization-in-nha?hsLang=en#main-content)
- [Licensing & Certification](https://knowledge.zollege.com/sop-internal/requesting-a-new-school-to-be-added-as-an-organization-in-nha?hsLang=en#licensing-certification)
[](https://zollege.com/)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, Zollege Healthcare Career School