How to Process a New Ticket

This refers to a lot of fields that are covered in the Pet Loyalty Hubspot Guide . Consult the Service section for general questions about meaning of fields.

• Assign to correct staff member
• If escalating, assign Pipeline as “Account Manager Tickets.”
• Assign Priority (low, medium, high)
• Categorize the ticket to the best of your ability.
• Ensure that Pet Loyalty Team is correct, even though this field is auto-assigned.
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Needed items:

• How to assign to correct staff member? For the time being, almost all Adopets AM issues go to Marissa and SB issues are split between Selena and Sheila. As time goes on, we’ll create a more detailed way to know exactly who to assign to as the team grows and as we try to route tickets to the most specialized person available.