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Agent Ticket Workflows

1. The Life of a Ticket​

Every ticket follows a strict path. You are responsible for moving it forward.

Stage 1: Triage (The First 15 Minutes)​

  • Trigger: New Ticket arrives in "Unassigned" queue.
  • Action:
    1. Read: Understand the core issue.
    2. Categorize: Set Ticket Type (e.g., "Bug", "How-To", "Billing").
    3. Prioritize: Set Priority based on SLA.
    4. Assign: Assign to yourself (if you can solve it) or a Specialist.

Stage 2: Investigation & Response​

  • Rule: Search the KB before typing a reply.
  • If Answer Exists:
    1. Use the "Snippet" in HubSpot.
    2. Customize the greeting: "Hi [Name], thanks for reaching out..."
    3. Link the Article.
    4. Set status to Waiting on Contact.
  • If Answer is Missing:
    1. Research the solution (Ask Tier 2 if needed).
    2. Draft the reply.
    3. Flag for Content: Mark ticket with Needs KB Article.

Stage 3: The Follow-Up​

  • If Client Replies:
    • Ticket re-opens. Read carefully. Did the fix work?
    • Yes: "Glad to hear it! Is there anything else?"
    • No: Re-investigate. Escalate if stuck > 30 mins.
  • If Client is Silent (48 Hours):
    • Send "Bump" email: "Just checking in—did that fix work for you?"

Stage 4: Resolution & Closure​

  • Criteria: The customer explicitly says "Thanks, that worked" OR no reply for 5 days after a fix.
  • Action:
    1. Ensure all custom properties are filled (Root Cause).
    2. Set status to Closed.
    3. HubSpot auto-sends the CSAT survey.

2. Status Definitions​

  • New: No one has looked at it.
  • Waiting on us: You are working on it. (SLA Timer Ticking!)
  • Waiting on contact: You asked a question/provided a fix. (SLA Timer Paused).
  • On Hold: Blocked by 3rd party/Engineering.

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