To find support tickets that are submitted to iDonate, navigate to the **Service Hub,** then click **Tickets.** You'll then be on the **Tickets** main page. \
\
Make sure the selections on the drop down menu above read **Product Support** and **Unassigned** to find newly submitted tickets. Most recent submissions will be towards the top. \
\
You may alternate between the **List** and the **Grid** view by selecting the two options that are in between the **Tickets** title and the first dropdown menu (where it reads **Product Support).** 

Tickets
Product Support
Unassigned tickets
Actions
Import
Create ticket

To review a ticket, select it from the **Open** menu if you're on the **Grid** menu. If you're in the list view, it'll be from the **Ticket Name** menu. 

Click here to assign yourself to the ticket (find your name in the dropdown or search it. 

Under **Priority,** Click "Select an option"

If it doesn't have a priority already assigned to it, please select one from the menu below.

Please note: Use the following document to determine priority levels for support tickets \
<https://drive.google.com/file/d/1kQ2jy3e4kvj9Zc844zHb7ZMzWxzr2TVa/view?usp=sharing>

Click here to select the Ticket Classification

Click the option that matches this ticket (most are the **Support** option). 

Select the options that matches this ticket. 

Next, click **Refresh** at the top left of the browser.

After the page refresh, select the Category Sub menu. 

Select applicable topic that relates to the ticket. 

Great, the ticket has now been categorized! Now, check out the following steps on how to respond to the ticket. 

Click within the email on screen to expand the message and get your reply options. 

Jennifer Daniels
jwdaniels78@hotmai.com
Change to no donor email


Olivia Sanders
oasanders00@gmail.com
Change to no donor email


Thank you,




Select within the popup modal to build your message. 

To send the message, click **Send.** To send later, click this arrow button.

If you need to send at a later time, click **Send Later** to setup that time. 

Send
​
Create a 
To-do
 task to follow up 
In 3 business days (Thursday)

Great, you sent the customer an email! Now, we'll need to put this ticket into the correct status for next steps. 

Once you've completed working on this ticket, Click "Open"

Please follow the following: \
\
**Open -** If the ticket needs to be worked on, select \
**Waiting on Contact -** need to wait on a respond from the customer\
**On Hold -** Need information from internal teams - ticket in wait status\
**Waiting on Us - Escalated -** ticket has been escalated to Dev\
**Closed** - Ticket has been resolved - sends customer feedback survey after 48 hours. 

After you select the status, confirm the selections on your ticket. 

You've completed working on this ticket! Now, let's go check out your assigned Support ticket dashboard. 

You're now on your Ticket Dashboard! Here you can see all the tickets in their various status. 

(1) Ticket owner
Create date
Last activity date
Priority
Advanced filters (2)
Clear All
Board actions
Save view

Note: When a client responds to a support ticket, the support ticket will automatically move over to the **Open** status and be ready for work. 

HubSpot is a CRM platform. Learn how to effectively use HubSpot to manage your customers and other tips and tricks such as how to merge contacts or how to connect your Gmail account.