Customer Portal in Hubspot

1. The client must first be created as a record in Hubspot. To do this, fill out the Updating Website Administrators form. (The video above walks you through creating a contact in the system, but don’t do that!)
2. The client needs to be added to our Authorized Portal Users list. You can either do this on the main Contacts screen, or by going into the client’s record.
   1. From the main Contacts screen
      1. Search for the client by name or email address.
      2. Once you see them in the list, check the box to the left of their name.
      3. A menu will appear next to the search box. Click on More, and select Add to Static List.
      4. A box will pop open. Click on the drop-down, and select Authorized Portal Users.
      5. Click Add.
   2. From the client’s record
      1. Once you’ve found the client and clicked into their record, open the List memberships section on the right-hand side of the screen. Click on the Manage link.
      2. In the top right, click on Add to list.
      3. A box will pop open. Click on the drop-down, and select Authorized Portal Users.
      4. Click Add.
   3. The client will receive an email with a link to register their account.

Logging In

1. Go to https://app.hubspot.com/login. You should have received an email with instructions on how to set up your account. If you haven’t, please email your direct manager.
2. You can either log in with your work Google account or your username and password.
3. You should automatically be brought to the Tickets screen when you sign in, but if you’ve navigated away, hover over Service at the top, and click on Tickets.

Ticket Details

1. Layout of a ticket
   1. The ticket details can be found on the left-hand side under About this ticket. Here you will find when it was created, the ticket description, priority (Low – As time permits, Medium – within 2 business days, High – Urgent), etc.
   2. Any communication details can be found in the middle of the screen. This is also where you can leave any internal notes, schedule a follow-up task, etc. Click on the Activities tab, and then:
      1. Notes: leave an internal note for any of our staff. This is a good place for notes for the graphics team, ADA, a manager, etc. If you are working with a specific person already, you can tag them so they can see the note quickly. This is done by typing @ and then the person’s name.
      2. Emails: Please use the Conversations section in the right-hand column to start a new conversation. You can reply to an existing conversation here, but if you start a new conversation from here, it will replace the client’s request in their portal view. See the instructions below on how to start a conversation.
      3. Calls: You probably won’t need this, unless you’d like to call the client and have a nice chat. 🙂
      4. Tasks: You can create a task here to help remind you to follow up with something if you’d like. For example, if we have a client add a message to the home page in a module that won’t automatically disappear from the page, you can create a task to come back and remove it. Or if you claim a request where the client doesn’t want something to post until the next week, you can create a task to remind you of that as well. If you set a reminder, an email will be sent to you.
      5. Meetings: You probably won’t be using this either.
   3. The client’s contact information can be found in the right-hand column. You will see:
      1. Contacts: The client’s name, title, email address, and phone number if we have it on file.
      2. Companies: The company (school) the client is associated with. This will also have the URL of the site for easy access.
      3. Any attachments the client included with the request.
      4. Conversations: This is how you will communicate with the client on this particular request. (See below for instructions.)

1. To send an email to the client, you need to use the existing conversation that was created with the ticket. You can find this in the right-hand column of the ticket details under Conversations.
2. Click on the subject, which should be the same as the title of the ticket.
3. This will kick you to the Hubspot Inbox in a new tab.
4. In the middle, you’ll see the details the client submitted with the ticket. At the very bottom, there is an option to Email.
   1. First, you need to select the client’s email address where it says, “Enter or choose a recipient.” There should only be one option in the dropdown.
   2. Leave the subject as the ticket title.
   3. Write your message, and hit Send.
   4. Close the tab to return to the ticket.
5. Now, in the middle section, you will see the email you just sent under Emails. Any response from the client will also show up here. Going forward, you can reply in this conversation by hitting the Reply link. Please remember to NOT click on the Create Email button.

To access the tickets our clients have submitted, in the navigation bar, hover over Service and select Tickets.

Work Your Open Tickets

Every time you log in, please work the tickets in My Open Tickets first. Tickets should not sit open for a long time, and we need to follow up with them each day.

Claiming New Tickets

1. Once you have reviewed and worked on any of your open tickets, click on the Unassigned tickets tab.
2. There are two ways to claim a ticket.
   1. From the Unassigned tickets tab, check the box next to the ticket. A menu will appear next to the search box. Click Assign, select your name from the dropdown list, and click Update. This assigns the request to you and changes the ticket status to In Progress.
   2. If you choose to click into the ticket and read the details before claiming it, on the left-hand side, find the Ticket owner dropdown, change it to your name, and save. This will also change the ticket status to In Progress, but you will have to refresh the screen to see it reflected in the ticket.
   3. If you claim a ticket by mistake, simply change the ticket owner back to No Owner, save, and it will automatically update the status back to New and put it back in the Unassigned ticket queue.

Getting help from the Graphics Department

1. Once you have completed any content tasks needed, you will send the request to the graphics pipeline (also referred to as the graphics queue.) This is done in the column on the left-hand side, where it says Pipeline. It should say Customer Support, and when you click on that, you have the option to move the ticket into a different pipeline. When you select the Graphic Support pipeline, the stage will automatically default to Waiting on Graphics. Click Save. (As a note, the ticket will still stay in your queue.)
2. If the graphic updater has a question, they will tag you in a note.
3. Once the additional help has been completed, you will receive an automated email letting you know.
4. Closing a request – Once you’ve verified that the work has been completed, change the pipeline back to Customer Support, set the stage to closed, and save. The client will automatically receive an email letting them know the request has been completed.

Unclaiming a Request

If you grab a request by mistake, simply change your name back to “No Owner” and Save. This automatically changes the status of the ticket back to New and it will go back in the Unassigned tickets queue.

1. To access tickets waiting on graphics, hover over Service and click on Tickets. Click on the Waiting on Graphics tab.
2. Click the name of the ticket to view the details.
3. To claim the ticket, on the left-hand side of the screen, find the Graphics Owner dropdown and change it to your name. Click save. The status of the ticket will automatically change to Graphics in progress, but you will need to refresh your screen to see it.
4. Read over the request, as well as the notes from the content updater. Work the request as needed, using the Notes section to communicate with the content updater. Be sure to tag them so they are notified of the note. (See instructions above regarding working a ticket and communicating with the client.)
5. Once you’ve completed the request, change the status of the request to Graphics Complete. This will automatically send an email to the ticket owner (content updater) letting them know that the graphics portion has been completed.

1. Once you’ve logged into Hubspot, go to Contacts > Contacts.
2. Search for your contact. If they are not in the system, please add them using the Updating Website Administrators form.
3. Check the box next to your contact in the list.
4. Next to the search bar, click on More.
5. Click on Enroll in Workflow.
6. Select your workflow form the list and click Enroll.

1. In the top right, click on the settings icon.
2. On the left, click on General. 
3. Across the top of the General screen, click Email.
4. Click the button to connect your email.
5. Follow the steps.

1. Once you’ve logged into Hubspot, go to Contacts > Contacts.
2. Search for your contact. If they are not in the system, please add them using the Updating Website Administrators form.
3. Click on the name of the contact. 
4. In the left-hand column, under About this contact, find the Cloudfront domain and click on the little pencil that appears when you hover over it.
5. Paste the Cloudfront domain from the project plan. 
6. Click on Save at the bottom of the screen.

1. Go to Contacts > Contacts and search for the client you would like to send the template to. If they are not in the system, please add them using the Updating Website Administrators form.
2. Click on the name of the client.
3. Click the email icon on the right-hand side.
4. An email box will pop up. Click on Templates.
5. Make sure the owner is set to All. Click into the Project Management folder.
6. Click on the name of the template.
7. The email will now be filled in with the text from the template. You can edit anything you would like without affecting the main template.
8. Hit Send.