Table of Contents

Overview

Step 1: Document the Meeting in Hubspot

Step 2: Create Follow Up Tickets 

Step 3: Send a Follow-Up Email

How to handle questions you don't know the answer to

How to handle feature requests

Overview

What triggers the ticket? Whenever someone from our team meets with a customer a ticket is generated to ensure the following post-meeting tasks are completed. 

When can the ticket be closed? Complete the steps below to close the ticket.

Step 1: Document the Meeting in Hubspot

All notes and thoughts should be stored inside Hubspot as meeting notes. Be sure to include a  summary of the conversation, follow up tasks assigned to the customer, follow up tasks our team is working on, and anything we should touch on next time. 

First, find the customer's company in Hubspot.

Then, hit the dark blue "Create Meeting" button and fill out the meeting log!

Step 2: Create Follow Up Tickets 

Review your notes to see if there are any tickets that could be generated, like home screen changes, ideas for feature improvements etc.

First, head over to Hubspot>Support>Tickets and hit the orange "Create Ticket" button.

Once you start creating your ticket the pipeline and ticket status should already be set. (All new tickets are reviewed every morning). Be sure to add in the ticket name, category, description, company, and contact. 

Remember to break down all requests into individual tickets.

Step 3: Send a Follow-Up Email

Now it's time to email the customer you should send a summary of the conversation, follow up tasks assigned to the customer, follow up tasks our team is working on, and anything we should touch on next time. 

How to handle questions if you don't know the answer

If you can, please reserve all questions for our standup meetings. That way we can have a focused time for questions.

If the question is urgent Slack a team member.

How to handle feature requests

Create a ticket for all feature requests, we have a lot of customer requests to fulfill which must be prioritized so do not expect an immediate change.

To get status updates or start a group discussion around a request please raise the idea up during the Platform Success Meeting that happens every Wednesday.