Internal Process
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      1. Weatherford Knowledge Base
      2. Customer Success
      3. Internal Process

      Internal Ticketing Process

      Internal process to create tickets to track work items from Clients.

      1. Customer submits issue by emailing support inbox (support@datagration.com) or CSM forwards customer's issue to support inbox from their own inbox
      2. Once email is received in the support Inbox, it will show within the "Inbox" tool under the "Conversations" tab within HubSpot
      3. Next, a ticket can be created to track the issue and collect other customer data for recordkeeping purposes.
        1. On the righthand side of the screen, scroll down to the "Ticket" option and click the "Create a ticket" button
        2. The righthand popup menu will change to the "Create ticket" window. Here you can change the ticket status, edit the ticket description, the ticket owner, as well as assign a priority level, ticket creation date, and ensure the correct customer information is being tracked by HubSpot. Click "Create" once all fields have been edited/selected
      4. Upon creating a ticket, the contact associated with the ticket will receive an email informing them of the ticket's creation
      5. Tickets can be viewed by navigating to the CRM tab on the right and selecting "Tickets"
      6. Upon pulling up Tickets, customer support tickets will be displayed in boards. New tickets will automatically show in the first board. "Ticket Status" and "Priority" need to be adjusted once a ticket is created or closed.
        2. The Ticket view can also be adjusted to a Kanban-board style view of tickets by status
          1. Click the "board" view button
          3. And the Ticket board will be shown as below