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CORE's Ticketing System

CORE's ticketing system is the consolidation point for managing incoming customer issues. By recording and organizing new tickets, the system provides visual progress on issues that enable our business to manage our growing customer base.

Here at CORE, we utilize tickets to organize and manage our incoming requests from clients, carriers, and team members. We host various forms and are continuously adding value to those forms and new forms every year!


With CORE's tickets, we are able to organize all of our customer inquiries in one place and track trends over time. While some of our tickets are automated based on deal activity in our deals/sales pipeline for new CORE Member, others are created via Forms or manually.

 

CORE's Ticket Pipelines

  • Branded Member Onboarding Pipeline

    • Type of Ticket: Automated in Deals>Sales Pipeline>Deal Closed/Won Stage
    • Description: Each NEW Branded Member is automated upon deal closure to create a 1 Year Onboarding Timeline Ticket. Within this Ticket are the various milestones with suggested dates and field visits throughout the year to nurture and grow our Members through Marketing & Member Development Director efforts.
    • View Contractor Sales Deals: Click Here (DO NOT MOVE CARDS, VIEW ONLY)

  • Marketing Department Pipeline

    • Type of Ticket: Manual Ticket
    • Description: Various eBlasts requests, Template Creations, Trade Shows, The Collective Experience (Aka CORE's Annual Conference),  General Member & Elite Onboarding, as well as other various projects CORE's Marketing team works on throughout the year. 

  • Marketing Order Processing Pipeline

    • Type of Ticket: Manual Ticket (Currently)
    • Description: Orders inquired by our CORE Members are received and tracked using the Order Processing pipeline. This will be automated in the future when we connect our payment tools to create a virtual online/mobile check-out experience.

  • Marketing Request Pipeline

    • Type of Ticket: Automated via Marketing / IT Project Request Form
    • Description: Inquiries submitted on gowithcore.com or CORE Connect from CORE Members regarding Website Requests, Print Requests, or Other (Specialty) Requests. While some requests may carry into the Order Processing Pipeline, this Pipeline creates a central space for our talented Marketing team to collaborate & conquer! 
    • View Form: Click Here

  • Common Objections Reporting

    • Type of Ticket: Automated via Common Objections Reporting
    • Description: This tool was created for internal CORE Team Members to record when objections or common issues arise within our growing network. The information listed on this form is intended to be private between Team Members and is to be used as a collaboration piece to be discussed in team meetings to resolve or better explain the objection(s) at hand. 
    • View Form: Click Here 

  • Provider Availability

    • Type of Ticket: Automated via Provider Availability Request Form
    • Description: This tool was created for internal CORE Team Members to record when an assignment is unable to be fulfilled due to no provider(s) available, if the provider is suspended, or if the available provider(s) are busy. Once our claims team submits this form, a ticket is created for our Contractor Sales Team to discuss if the assignment can be fulfilled within 24-48 hrs with an applicable provider. 
    • View Form: Click Here

  • IT Support Pipeline

    • Type of Ticket: Automated via Marketing / IT Project Request Form
    • Description: Inquiries submitted on gowithcore.com or CORE Connect from CORE Members regarding IT Requests regarding email issues, adding new email addresses for their growing team members, website issue(s), or miscellaneous requests. This Pipeline creates a central space for our talented IT team to collaborate & conquer! 
    • View Form: Click Here

 

Create a new ticket from the tickets index page

  • In your HubSpot account, navigate to Service > Tickets.
  • In the upper right, click Create ticket.
  • In the right panel, enter your ticket details. If you want to customize which properties appear here, click customize the properties at the bottom. The following fields are required by default:
    • Ticket name: provide a description for this ticket.
    • Pipeline: assign this ticket to a specific ticket pipeline you've created.
    • Ticket status: choose a specific ticket stage from the pipeline you've selected.

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Create a ticket from a record

You can associate an existing ticket with a specific contact, or create a new ticket directly from the contact record or the contacts dashboard.

  • Navigate to your records:
    • Contacts: In your HubSpot account, navigate to Contacts > Contacts.
    • Companies: In your HubSpot account, navigate to Contacts > Companies.
    • Deals: In your HubSpot account, navigate to Sales > Deals.
    • Custom objects: In your HubSpot account, navigate to Contacts > Contacts, then click the dropdown menu in the top left and select the name of the custom object.
  • Click the name of the record you want to create a ticket from.
  • In the Tickets section, click Add.

The new ticket will be associated with the record. Learn more about the activities that will be associated to these different records.

 

Create tickets in your conversations inbox

You can create tickets in your conversations inbox from the following channels:

To view which of your email and form channels are connected to ticket pipelines:

  • In your HubSpot account, click the settings icon in the main navigation bar.

  • In the left sidebar menu, navigate to Inbox > Inboxes.
  • In the Connected Channels section, any connected ticket pipelines will appear in the corresponding channel’s Connected to column. Click the name of the pipeline to edit the pipeline settings.

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