I don't want to read any of this. What are the quick instructions?

Reply to the submission. Create a note describing any communications or actions taken. Log any calls, emails, or meetings. Update the ticket status. Continue to do all of these steps for every new action, update, or change in ticket status.

What is this Avail CPA Help Desk ticket thing all about?

It's an automated ticket system we created to handle all incoming, website-based client inquiries (emails and forms). It allows us to ensure that all client issues are being addressed, and being done so in a timely manner.

Are the outcomes of these tickets and tasks being documented?

Yes they are. We have an ongoing record of how many tasks each Team Member has been assigned, how many of those have ended up in each ticket status, how many went overdue, and how many expired.

I received an email that says TICKET ASSIGNED. Now what?

That means that you have been selected to reply to a client inquiry and help resolve that ticket. Follow the directions included in the email.

What's the big number in brackets at the end of the email subject?

That's the Ticket ID. Each ticket is assigned a unique identifier to help correctly identify and distinguish tickets.

How do I access the ticket in HubSpot?

The easiest way is to just click on the View in HubSpot button at the bottom of the TICKET ASSIGNED email that you were sent. If you want to do this manually instead, log in to HubSpot, select the Service tab, select Tickets, and then select the individual ticket you would like to access.

I think a ticket assigned to me should be assigned to someone else.

Just click on HERE in the reassign portion of the email you received and it will automatically create an email to Marketing with the text "Please reassign this task to:". Just add a Team Member's name and hit send, or type "Unknown" if you don't know who it should be reassigned to.

How do I create a note on a ticket?

Access the ticket in HubSpot, click on the Create a note (pen and paper) icon, and the Notes box will open. Type in any relevant information. You can even add links, files, photos, or create a follow-up task/reminder. When you're done, click on the orange Save note button.

Do I have to create a new note every time there's an update to the ticket?

Yes. Over time, we will build a clear record of communication between Avail and the contact. From days, to weeks, to months, to years, we will be able to see a clear history of our interactions with each new lead, current clients, and former, too.

How do I change the ticket status?

Access the ticket in HubSpot, click on the blue-colored text next to Status (or click on the downward arrow) and the dropdown menu will appear. Scroll to the status you want to select, and click on it. The change takes effect immediately and you do not need to save this action. DO NOT use "No Action Required". This is reserved for admin usage only.

What are the differences between Attempted To Contact, Contacted, and Registered For Services?

Attempted To Contact You attempted to contact them via phone but there was no answer OR you sent them an email and requested a reply but did not receive one. Contacted You spoke to them on the phone OR received a reply to your email. Registered For Services They registered to become a new client OR added new services if they are an existing client. Ultimately, use your own discretion, or ask Marketing for help.

Do I need to keep updating the ticket status?

Yes. If you attempted to contact them in May, eventually did get in contact with them in June, and then they decided to register for services in September, we need to know that information.

What are the other ticket statuses in the dropdown menu?

Don't touch those. Those are used by the automated workflows, Marketing, and Admin, to help move the ticket through the pipeline. But seriously, don't use anything other than Attempted To Contact, Contacted, or Registered For Services.

Should I reply to a submission by calling them or emailing them?

Each contact defines their preferred method communication when they submit a ticket. This information can be found in the email you receive, or on the ticket itself.

Can I phone the contact from within HubSpot?

Sort of... If you access the ticket in HubSpot and click on the Make a phone call (telephone) icon, it will bring up a dialogue that allows you to call the contact. It then automatically logs that call for you on the ticket and contact's record. But, we currently have limited call minutes, and we're looking into creating a custom phone number. In other words, we're working on it.

Can I email the contact from within HubSpot?

Yep, and we highly recommend that you do this so that your emails are automatically logged and tracked. Just access the ticket in HubSpot and click on the Create an email (envelope) icon. But, your Outlook account does need to be connected to HubSpot (see below How do I connect my Outlook account to HubSpot). When you compose the email in HubSpot, you can also send links to your meeting calendar, propose meetings times, add hyperlinks, files, photos, or even create a follow-up task/reminder.

How do I connect my Outlook email to HubSpot?

Click the Settings icon in the main navigation bar (the gear or cog-looking icon in the top right of your screen). In the left sidebar menu, select General. From the top of General option, click on the Email tab. Click the Connect personal email button. Choose Office 365. Then, just follow the on-screen directions as presented to you.

If I send an email from HubSpot is it automatically logged?

It is, and this is one of the biggest benefits of replying from within HubSpot. Compose your reply, send the email, and HubSpot will automatically add it to the ticket Activity and Email sections for you. And, if the contact replies to your email, that reply will also be automatically logged to the ticket.

Can I see if the contact opened the HubSpot email I sent them?

You can, and not only can you see if they've opened it, you can see how many times they've opened it, the exact time(s) they opened it, and the number of times they clicked on any links included in the email.

Does the HubSpot email look like a normal email and signature?

It treats the email as though it's being sent from our server, so yes, it looks exactly the same as if you were to send it from Outlook. And yes, it automatically includes your Avail CPA signature as well when it sends.

Will the HubSpot email show up in my Outlook account?

Yes it will. If you send an email from within HubSpot, it will also be added to your Sent folder in Outlook. And if the contact replies to an email, it will appear in your Outlook inbox and be automatically added to the ticket. So after the initial HubSpot email, you can send and reply from either platform (Outlook or HubSpot) and it will track and log the email on both.

Can I schedule the email to send at a later time/date?

You can. In the bottom left of the email window, click on the arrow next to the Send button and select Send Later. From there you can choose Best time to send within 24 hours (HubSpot uses AI to send at the time with the highest open rate percentage in the next 24 hours), Best time to send this week (same as the previous, but within a week), Tomorrow (beginning of business day tomorrow), or Custom (you choose the time and date).

Can I add my meeting scheduling link in the email?

Easy. Just click on Meetings in the menu of the email window. Insert proposed times will open a calendar view and let you select a whole host of options, and then insert individual custom time slots into the email that will create automatic scheduling links for each. Insert scheduling link is a little more straightforward and will drop your scheduling link in the email, allowing the contact to access the calendar and book any available time of their choosing (you predefine your hours of availability).

Can I schedule a meeting with someone from within HubSpot?

You can. Just access the ticket in HubSpot and click the Schedule a meeting (calendar) icon. You can choose the meeting type, attendees, time and date, duration, and add links or attachments. If connected, you can also add it to your Office 365 calendar (see below How do I connect my Outlook calendar to HubSpot?). All meetings created like this will also automatically be logged in the ticket and contact records.

How do I connect my Outlook calendar to HubSpot?

Click the Settings icon in the main navigation bar (the gear or cog-looking icon in the top right of your screen). In the left sidebar menu, select General. From the top of the General option, click on the Calendar tab. Click the Connect your calendar button. Choose Office 365 and Turn on Calendar Sync. Then click on the Connect your calendar button.

Can I manually log a call, email, or meeting in HubSpot that I had with a contact?

Not only can you, but it would be best practice if you contact the person outside of HubSpot. Access the ticket in HubSpot, click on the Log a call, email, or meeting (plus sign) icon, select the type of activity you want to log from the dropdown menu, complete the log details screen, and when you are done entering the information, click on the orange Log activity button in the bottom left.

How long do I have to complete a task that is assigned to me?

12 business hours. But, from a customer experience (CX) standpoint, the sooner you complete the task, the better. And don't worry, the built-in timer automatically pauses after business hours and during holidays.

Where can I see how much time I have left to complete a task?

Access the ticket in HubSpot, and in the left-hand column of the ticket page, amongst all of the other ticket properties, you will find a property that says "Time remaining".

What do I do when I’ve completed the task?

Access the ticket in HubSpot, create a new Note on the ticket describing any communications or actions taken, and then update the ticket's Status.

What happens if I don't complete the task on time?

The ticket enters into an OVERDUE state, its status is upgraded from low to medium priority, you'll receive a TASK OVERDUE email, and the overdue status is recorded on the ticket and your personal HubSpot record. An additional 12 hours is then added to the clock for you to complete the task.

I received an email that says TASK OVERDUE.

You were assigned a ticket and have not completed the associated task within the allotted 12 business hours, and it is now OVERDUE. See above What happens if I don't complete the task on time?

What happens if my task goes past overdue?

The ticket enters into an EXPIRED state, its status is upgraded from medium to high priority, the expired status is recorded on the ticket and your personal HubSpot record, and it then undergoes a manual review process by a member of Marketing or Admin (Why did the ticket become expired? Is there something we can do to help?).

I received an email that says NEW MESSAGE.

These are the easy ones. What it will say in the email is that this submission does NOT require you to provide an update or take any further actions. It's just a message, plain and simple, and all you have to do is read it. No ticket status updates or notes required.

How do I log in to HubSpot?

Go to hubspot.com/login and enter in your email address and password. If you haven't logged in for quite some time, it might ask you to reset your password.

I thought we weren't using HubSpot anymore?

Wrong. Not only are many components of our marketing efforts and the structure of our website reliant upon HubSpot-based services, we are only just getting started. As time progresses and we release new initiatives, HubSpot's services and data will play a paramount role in our customer-based operations.

I need help.

That's what we're here for. Just contact a member of the Marketing Team and we would be happy to walk you through any troubles you may be having.

Is there any chance that I could join the Marketing Team?

No.