SOP | Managing and Triaging Help Desk Tickets in HubSpot Service Hub

Purpose & Overview

This SOP outlines how to navigate, manage, and triage Help Desk tickets in HubSpot’s Service Hub.
It ensures all tech-related requests are tracked, assigned, prioritized, and resolved efficiently while maintaining clear ownership and communication across the tech team.

Step-by-Step Instructions

On the left-hand side of HubSpot, locate and click on the bell icon.
Click on Service, then select Help Desk.
Scroll down to view the available queues.
- You’ll see multiple queues, including Tech Tickets, Tech Tickets New, Tech Tickets Open, My Tech Tickets, and Tech Tickets Closed.
Do not work directly out of the “Tech Tickets (All)” queue — it’s an unfiltered view of all tickets.
- Instead, work out of:
  - Tech Tickets New
  - Tech Tickets Open
  - My Tech Tickets
Understand the Point Man role:
- The Point Man monitors new tickets and performs triage.
- Responsibilities include:
  - Monitoring the Tech Tickets New queue
  - Categorizing and prioritizing incoming tickets
  - Assigning tickets to appropriate team members
  - Following up on stalled or overdue tickets

Triage Process (for Point Man)

Open the Tech Tickets New queue to view all new submissions.
Click on a ticket to open its details.
If the request is unclear, respond to the requester for clarification:
- Reply directly via HubSpot, or
- Send a message via Slack, include a screenshot of the ticket message, and note the communication in HubSpot for visibility.
Once details are clear, categorize the ticket using the Category dropdown on the right-hand panel.
Next, prioritize the ticket using the following levels:
- Urgent: Blocking core business operations, no workaround available.
- High: Major impact, time-sensitive, workaround exists but inconvenient.
- Medium: Standard request (e.g., account creation), not time-critical.
- Low: “Nice to have” requests with minimal operational impact.
Assign the ticket to the correct ticket owner (assignee).
- Example: The ticket requester might be Lindy, while the ticket owner (assignee) is Rati.
- Assign tickets based on expertise or context — for instance, if it relates to billing, assign it to the team member handling billing (e.g., Braden).
After assigning ownership, change the ticket status from New → Open.
- This step is critical — it moves the ticket from the “New” queue into the “Open” queue where team members work on active tickets.

Team Member Responsibilities

Team members (everyone except the Point Man) work from the Tech Tickets Open or My Tech Tickets queues.
Work on assigned tickets promptly and update status as progress changes:
- Open: The ticket is acknowledged and being worked on.
- Pending: Waiting for a response or action from the requester or another party.
- Closed: The issue is resolved and no further action is required.
Add internal notes for progress updates:
- Click Comment and add internal updates visible only to the tech team.
- Keep notes professional and work-appropriate — no personal commentary.
Close tickets once fully resolved to maintain queue accuracy.
Respond promptly if the Point Man follows up on overdue or reassigned tickets.

Video Walkthrough

https://drive.google.com/file/d/1PKcqJY-oOitPXHPziglvPMzemhQqks5f/view

Troubleshooting & FAQs

Q: I can’t find the “Help Desk” section.
A: Click the bell icon on the left-hand menu, then navigate to Service → Help Desk.

Q: Why can’t I see my assigned tickets?
A: Make sure you are viewing My Tech Tickets or Tech Tickets Open, not the general “All Tech Tickets” view.

Q: My ticket didn’t move from “New” to “Open.”
A: Ensure you updated the ticket status manually after assigning it.

Q: Should I contact users via HubSpot or Slack?
A: Use Slack for faster responses when users are slow to reply by email. Document all communication in HubSpot with an internal note or screenshot.

Ownership

Technology Manager