Ticket Response and SLA

Initial contact made within the SLA for the priority of the Ticket. Timely responses to client/worker inquiries are a critical component of good customer service.

Ticket Response Time and Initial Contact

Initial contact made within the SLA for the priority of the Ticket and responses to inquiries are made in a timely manner.

Timely responses to client/worker inquiries are a critical component of good customer service. In addition, these responses will be tied to Service Level Agreements (SLAs). Response requirements differ based on the Priority of the Ticket in HubSpot.

Review the table below for descriptions of ticket priority and the required first response time for each:     

Business Acumen & Professionalism

Demonstrate proper use of tone, attitude, business writing (salutation, proper body, and closing) and grammar skills.

Show your skills with proper writing and a professional tone in each interaction with the requestor. For example, always provide an appropriate greeting and closing when sending communications.

Demonstrates Understanding of Key Elements in the Ticket

When applicable, ask effective probing or clarifying questions to ensure a proper understanding of the issue or request.

Avoid repeat inquiries and unresolved issues by asking the right questions first. Seeking clarification will help you develop a full understanding of the Ticket and save both you and the requestor valuable time.

Proactive Self Servicing

When applicable, provide the client with knowledge and resources for future self-service.

Always look for opportunities to educate clients/workers to help themselves. A great way to do this is to direct them to helpful, self-service articles in the HUBSPOT Knowledgebase.

Overall Ticket Management

Look for ways to enhance the service and satisfaction of the client/worker and minimize their effort.

Providing effective support is why we are here. But the way in which we handle Tickets can make a real difference in overall client satisfaction.

For example, if additional research is needed from other support teams, clearly state the timing of follow up and ensure the requested information is provided. Also, offering to call directly can help avoid lengthy back and forth email conversations.

Accountability

Respond confidently with clear and concise information on next steps while displaying an “I own it” attitude.

Own your interaction from start to finish. Ensure you set proper expectations for resolution including a follow-up window when applicable. For example, “I need to research this further. I will provide you an update in the next two business days.”

Documentation

Proper documentation used in the HUBSPOT ticket, including a detailed description of the issue, resolution, and next steps if additional action is required.

Your HUBSPOT Ticket is a historical record of your interaction with the client/worker. It is critical that you provide sufficient detail to understand what the issue was and what steps were taken to handle the inquiry. Ensure that your language is objective and free from emotion, sticking only to the facts. Also make sure that you do not include any sensitive or confidential information in your Ticket description.

Product Knowledge and SME

Provide accurate information and subject matter expertise when responding to tickets.

You are a subject matter expert to the requestor. Demonstrate this expertise as appropriate in all interactions.

Adhere to Compliance Standards

Ensure all Ideal compliance standards are followed when assisting the requestor.

Follow all established processes and procedures when addressing applicable inquiries. Examples include:

• Changes must originate from authorized client contacts: (Account Owner or Admin)
• Verification process must be followed to ensure we are speaking to authorized contact and worker is properly identified through validation process.
• Authorized Contacts cannot be changed without approval from EOR/Customer Support Management
• All applicable data handling standards must be followed.