A first-pass map of the support ticketing process as we discussed it, laid over what is already set up in HubSpot. The point is to see the shape end to end and agree where the gaps are before we build. Nothing here is fixed.
Category / sub-category matrix (work in progress): open the sheet →
Pipeline stage
Live workflow (WF)
Fix needed (FIX)
To build (NEW)
Decision
Open question
flowchart TD
A([Customer fills Service Form
linked from Contact Us page]):::start --> B[Stage: NEW
ticket created]:::stage
B --> W1[WF: Autoresponder
acknowledges customer]:::live
B --> CAT[WF: Category / sub-category - to review
intent: enhance ticket allocation by category]:::live
B --> W2["WF: Update ticket name
FIX - depends on category (old process)"]:::fix
CAT --> OWN{Owner assigned
within 6h?}:::decision
OWN -- No --> SAFE[WF: Task to coordinator
to assign tickets]:::live
OWN -- Yes --> WORK[Stage: In Progress]:::stage
SAFE --> WORK
WORK --> AI[Stage: Awaiting Internal
NEW field - awaiting internal next steps]:::stage
WORK --> AC[Stage: Awaiting Client]:::stage
WORK --> ESC[Stage: Escalated]:::stage
AI --> OD{Overdue
~48h?}:::decision
OD -- Yes --> T1[WF: Task to chase]:::live
T1 -.- NOTE1["Check: should the overdue task
fire at every open ticket stage?"]:::note
AI --> CL[Stage: Closed]:::stage
AC --> CL
ESC --> CL
CL --> OUT[NEW field - Outcome recorded]:::new
CL --> W4[WF: Closed-Resolved email
to customer]:::live
click W1 href "https://app-ap1.hubspot.com/email/144360242/details/224294240488/" "Open the autoresponder email in HubSpot"
click W4 href "https://app-ap1.hubspot.com/email/144360242/details/240261824709/performance" "Open the closed and resolved email in HubSpot"
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classDef stage fill:#EFF9F9,color:#18161B,stroke:#ADDEDE,stroke-width:2px;
classDef live fill:#ADDEDE,color:#18161B,stroke:#7bc4c4;
classDef fix fill:#FFE2CF,color:#18161B,stroke:#EB590A,stroke-width:2px;
classDef new fill:#FFF3BF,color:#18161B,stroke:#E0B000,stroke-width:2px;
classDef decision fill:#ffffff,color:#18161B,stroke:#18161B,stroke-width:2px;
classDef note fill:#FFFDF0,color:#6a5d00,stroke:#E0B000,stroke-width:1px,stroke-dasharray:5 4;
Biggest gap today: on a new submission, no one is notified and no owner is auto-assigned.
The only safety net is the 6-hour "owner still missing" task. Auto-assigning the delegate from the
category and notifying them is the highest-value fix after ticket naming.