One of the big updates in Pet Loyalty’s revenue system is the idea of separating small support tickets from large, long-term customer relationships or technical issues.

A key element of this is the Hubspot Help Desk, which takes customer inputs from formerly 7 environments (Adopets chat, Adopets AM email, Adopets support email, SB support email, SB support forms, phone, and Hubspot Inbox) and merges them into one environment. This has the benefit of letting us focus on one area, but has the drawback of blending various products, customer requests, and issues into one area.

Here’s how we make sense of it.

The Goal is Alignment of Experience and Issues

Above all, the goal is to treat Help Desk like a first line of defense and then like a directory.

Tickets come in, and we want to respond quickly, empathize, and then either solve their problem or communicate the next step.

This goal is reflected in how many tickets are “in our court” in Help Desk, time to respond, and total time a Ticket spends in Help Desk while under our control.

Our Turn View & Custom Views

Custom Views are the keys to bringing order to the chaos of the “All Open Tickets” View.

Custom Views allow us to filter Tickets by product, customer, issue type, date, and really any other piece of information that can be conceived about the ticket.

There are 4 company-wide custom Views at the time of writing:

1. Adopets Support Tickets

2. ShelterBuddy Support Tickets

3. Our Turn

4. Batched Processes

For this guide, we’re going to focus on “Our Turn,” as that’s the basis for most support KPIs.

Our Turn

Our Turn means that the Ticket’s Pipeline is Support and the Status is either "New" or "Waiting on Us."

To get a Ticket out of Our Turn there are a variety of actions we can take.

• If the ticket is solvable, like refunds, external adoptions, or admin actions; then we can solve the ticket and make the customer happy.

  • If a solved ticket requires input from colleagues, please note in Resolution that the ticket either encountered a lack of documentation or an unclear user interface in the product with “Documentation Needed” or “Product Review”.

• If the request isn’t clear or actionable based on the details provided, we can reply and mark the Status as "Waiting on Contact."

• If the request requires help from engineering or more in-depth help from an account manager, follow the escalation protocol (How to Escalate a Ticket to Account Managers). Let the customer know that you’ve read the ticket, taken action, and that they’re in good hands. If a ticket is a bug or requires engineering input, the account manager can then create Jira ticket and coordinate with product.

• If the customer is requesting that we add a feature or functionality to the software that isn’t currently there and isn’t actively affecting their contracted / our offered solutions, follow the Known Non-Solutions protocol