HubSpot Service Ticket Pipeline and Knowledge Base Links
Plan support stages and self-service content.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Design a support ticket pipeline. Channels: [CHANNELS]. Issue types: [ISSUE_TYPES]. Service targets: [TARGETS]. Team: [TEAM]. Define the stages (new, waiting on customer, waiting on us, resolved) in one sentence each with entry and exit rules, and ticket properties (category, priority, channel, product, source article). Automation in words: acknowledge within minutes, assign by category, remind the owner when a ticket waits on the team beyond a set time, and close after a polite check when a customer waits too long. Write the acknowledgement, a closing message, and three reply templates that link to a knowledge base article with a placeholder link and an offer of further help. Metrics: first response time, time to close and backlog age, with honest targets. Review the ten commonest categories each quarter to decide which articles to write. Mark features [VERIFY] and label details you cannot confirm. Keep each reply template under 80 words and friendly. Say which ten categories I should ask my agents to tag first, and what to do with tickets that fit none of them.
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