Support Tickets

Hubspot Overview

At Kinetic Data, we currently use HubSpot’s ticketing system. HubSpot is a powerful tool designed to help businesses efficiently manage and track customer support requests. It allows you to centralize all customer inquiries, issues, and requests in one place, making it easy to organize, prioritize, and assign them to the right team members.

Whenever someone emails [e-mail], HubSpot automatically logs a ticket into our system. If the person is already in Hubspot, it will automatically categorize the ticket to the right person and organization they are associated with.

Ticket Categorization

The Support Specialist is responsible for assigning a ticket to the correct category or issue type to streamline the support process. The following fields should appear on each ticket:

Ticket Description is typically the description of the original email sent to [e-mail]. Once entered, the Support Specialist is assigned as the ticket owner and is responsible for managing the ticket lifecycle from beginning to end.

Installation Type is either customer-managed or kinops.

Environment designates where the issue occurs in different environments (dev, test, production, or multiple). If an issue is causing problems in their production environment, the Support Specialist should immediately escalate it to the proper team.

Application is essential since multiple different components depend on the version of our platform you are on. You can learn more about the different components by reading this history of Kinetic Data.

Category identifies the issues as one of the following options: question (how do you do something), problem (a bug or issue), feature enhancement or request, licensing (expired, requesting a new one, or issues with certifications), or other.

Type identifies the topic that the support ticket is about. This can be extremely broad or complicated and generally falls into one of the following types:

Forms Workflow Integration UX/UI Database	Install Access / Security License Infrastructure Other

Roles and Responsibilities

The entire cycle of completing a ticket may require multiple parties to assist in troubleshooting and addressing the problem. The Support Specialist may need to leverage the knowledge of DevOps, Engineering, or the Delivery Team.

SUPPORT SPECIALIST	Identifies an issue Asks follow-up questions to get as much information as possible Determines if the issue can be solved by documentation or needs further assistance Coordinates with the correct team to resolve the issue Follows up with customers, different teams, and whoever needs to participate for a successful ticket closing
DEVOPS TEAM	Leverages their knowledge of installations and platform requirements to assist support
ENGINEER	Leverages their knowledge for bugs or odd behavior in the platform (issue with a workflow, form, etc) to assist support
DELIVERY TEAM	Leverages their knowledge for solutions built on top of the platform (specific to an implementation) to assist support
BUNDLE SUPPORT	Leverages their knowledge for issues with frontend experience and updates to the appearance of customer solutions
CUSTOMER SUCCESS	Point of escalation to raise issues with leadership or provide emotional support to a customer to make them feel heard — even if they do not get the answer they are looking for
LEADERSHIP	Involved only when escalated tickets need decisions made by a Kinetic Data leader

Timely Expectations

To ensure clear communication and consistent execution of tasks and activities, Kinetic Data has developed a set of best practices for our Support Team members to follow. The table below outlines daily, weekly, and periodic expectations. It is essential to regularly update and perform these tasks to maintain transparency and visibility for internal and external stakeholders.

DAILY	WEEKLY	AS NEEDED
Check tickets General team communications Follow up with customers as necessary Track time in Harvest Address urgent needs Project manage tickets	Review ticket queue and follow up as necessary Close tickets that customers have not responded to Triage issues and risk Send status updates	Work with the Documentation team to update our site Work with the Training team to update best practices Schedule customer troubleshooting meetings