HubSpot Service Desk: Agent Workflow (Quick Guide)

Navigate to: HubSpot → Help Desk→ “Hello Inbox” view.
Focus: This view is filtered for email tickets only that are currently open.
Sequence: Work through tickets chronologically (oldest first).
When you see it's urgent for a live redemption / order or a venue listing this requires immediate action

Click on the 'Ticket Name' to open the ticket.

Once you open a ticket, use the Right-Hand Side (RHS) panel to confirm details. This step is critical for accurate reporting.

Assign Ownership: Set the Ticket Owner to yourself.
Categorise: Review the Subcategory. If the current selection doesn't accurately describe the request, select the correct option from the dropdown.
Update Contact Details:
- Open the small contact panel.
- Ensure the Phone Number field is populated (use the "Phone Number" field, not "Mobile").
Link the Account: If the customer emailed from an unrecognised address, search for their existing EatClub account using the "Add" button in the Contact section and link it. This ensures a unified customer history.

Draft Your Reply: Type your response directly in the HubSpot editor. Ignore AI suggestions for now; write a clear, professional response and sign off as usual.
Send & Sync: Click Send.
- Outcome: The ticket status automatically moves to In Progress.
- Outcome: The corresponding email in the Gmail inbox is marked as "Read," signalling to the team that it has been actioned.

Close the Ticket: Once the issue is fully resolved, manually change the Ticket Status to Closed.
Feedback Loop: Closing the ticket triggers an automated feedback survey to the customer to measure resolution quality.

Detection: If a customer replies to a closed ticket, it will automatically move to the "Reopened" view.
Priority: Treat reopens as High Priority. They indicate the original issue wasn't fully resolved.
Ownership: The ticket will remain assigned to the original agent. Check this view continuously throughout your shift.

HubSpot First: Always reply via HubSpot, never directly from Gmail.
Data First: Complete the contact details and categorisation before sending your reply.
Focus: Prioritise new incoming emails and reopens; the existing backlog is being managed separately.

Goal: To provide a consistent, high-quality support experience by ensuring every ticket is accurately categorised, linked to the correct customer, and resolved efficiently within HubSpot.