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Documenting Tickets 

Never leave a ticket empty.

  • Resolved by phone: Add a yellow Note with who you spoke with and what was resolved, then close the ticket. Avoid terms like “customer” or “client.”

  • Reached voicemail: If the correct guest Contact is attached, send an email with the answer or offer a callback. Keep the ticket in Waiting on Us until resolved.

  • Email: All guest emails must be sent from the HubSpot ticket—not Outlook.

  • Before sending: Click the three dots to verify the subject line, then use the three dots at the bottom of the email to remove previous email history.