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SOP-T1-10: Update Tickets in HubSpot

Ticket Property & Timeline Maintenance — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-10

Version: 2.0

Category: Ticket Management / HubSpot

Owner: Tier 1 Support Lead

Approver: John Martinez — T1 Manager

Applies To: Tier 1 and Tier 2 NOC Specialists — All Accounts

Related Systems: HubSpot (CRM > Tickets / Help Desk)

Related SOPs: SOP-T1-07 — Handling Notification Tickets SOP-T1-08 — Ticket Closure Procedure SOP-T1-09 — Merge and Adding Association to Duplicate Tickets in HubSpot

1. Purpose

This procedure walks through how to update an existing ticket record in HubSpot changing status, priority, owner, and other properties, and logging updates so the ticket history stays accurate for SLA tracking and reporting.

2. Scope

This procedure applies to any HubSpot ticket that needs a status, priority, ownership, or property change during normal Tier 1 or Tier 2 work. It does not cover closing a ticket (see SOP-T1-08) or merging duplicate tickets (see SOP-T1-09).

3. Roles & Responsibilities

NOC Specialist (Tier 1 & Tier 2): Verifies the correct ticket before editing, updates status/priority/properties as the situation changes, and logs updates on the timeline so handoffs stay clear.

Shift Lead / T1 Manager: Point of contact if a required property is missing and needs to be added by an admin. See terminology note below.

Terminology note

This procedure names “Shift Lead” as the contact for missing properties, consistent with the original NOC knowledge base article and with SOP-T1-08 and SOP-T1-09. Other SOPs in this series (SOP-T1-01 through SOP-T1-07) name “T1 Manager.” This has not been confirmed as the same role under a different name — confirm and align terminology across the series once verified.

4. Prerequisites

Non-Technical Prerequisites

  • Confirm you are updating the correct ticket — check the Ticket ID, associated contact/company, and Circuit ID or site details before making changes.
  • Have the latest information ready: current status, RFO/resolution notes, carrier updates, or any new timestamps.

Technical Prerequisites

  • At least View, Edit access to tickets to update most fields. Some fields (e.g., custom account-specific properties) may require additional permissions.

5. Procedure

STEP 1 — Open the Ticket Record

  • Go to CRM > Tickets in your HubSpot account (or Service > Help Desk if working from the Help Desk workspace).
  • Find the ticket using the list view, or search by Ticket ID, contact name, or subject. Or on Help Desk Select T1 All Open Tickets.
  • Click the ticket name to open the full record.

STEP 2 — Update Ticket Status and Priority (If needed)

  • In the left panel (About this ticket section), locate the Ticket status field.
  • Click the Ticket status dropdown and select the new status (e.g., New, Waiting on Contact, Waiting on Us, Closed).
  • Click the Ticket priority dropdown and select the appropriate priority level if it needs to change.

Close date behavior

Moving a ticket from an open status to a closed status automatically sets the Close date. Moving it back to an open status clears that date.

STEP 3 — Merging and Adding Association to Tickets.

  • Ticket will automatically be created in Hubspot. Ex. (Hetrix Notifications, Customer Replies/Email and Carrier Updates).
  • Add association by selecting parent ticket Ex. (Internet Down Notification Ticket or Customer Reported issue via email). Then add association by selecting the child ticket Ex. (Hetrix Notifications, Customer Replies/Email and Carrier Updates).
  • Merge tickets to their designation ticket.
  • Kindly refer to SOP-T1-09 Merge and Adding Association to Duplicate Tickets in HubSpot for the complete process.

STEP 4 — Log the Update on the Ticket Timeline

  • Use the Note tab to log an internal update (not visible to the customer) useful for handoffs between shifts or teams.
  • Use the Email tab to send an update directly to the customer or on-site contact from within the ticket.
  • For calls or other interactions not tracked automatically, log them manually using the note option if needed then relay the update to the customer through replying to the email thread.

6. Good Practices When Updating Tickets

  • Always timestamp key updates in a note if the property fields don't capture the full context (e.g., carrier ETA, escalation reference number).
  • Update status promptly as the ticket progresses — don't batch multiple status changes at the end of a shift.

Reopen behavior

If a ticket has an associated conversation, replies to a closed ticket will automatically reopen it and reset the status to the first open status (e.g., New) — this affects reporting, so avoid replying to tickets you don't intend to reopen.

  • Double-check Ticket owner after reassigning work between team members so accountability stays clear.

7. Quick Reference Checklist

☐ Correct ticket record opened and verified (Ticket ID, contact, site/circuit)

☐ Status and priority updated to reflect current state

☐ Relevant properties (owner, category, resolution, etc.) updated

☐ Update logged via note or email so the ticket trails or history would reflect the entire ticket handling process.

☐ Ticket owner confirmed correct if work was reassigned

8. Escalation Criteria

  • A required property is not available on the ticket → check with the Shift Lead / T1 Manager; it may need to be added by an admin under Settings > Properties.

9. Do's and Don'ts

Do

  • Verify the Ticket ID, contact, and site/circuit details before making any changes.
  • Update status and priority promptly as the situation changes, rather than batching changes at the end of a shift.
  • Log updates via note or email so the timeline stays a complete record for handoffs and SLA reporting.
  • Confirm Ticket owner is correct after reassigning work.

Don't

  • Don't reply to a closed ticket unless you intend to reopen it.
  • Don't leave key context (carrier ETA, escalation reference number) out of the notes just because it doesn't fit a property field.
  • Don't assume a missing property can't be added — check with the Shift Lead / T1 Manager before working around it.

10. Notes

Ticket name, description, and source are generally auto-populated. If a property you need isn't available on the ticket, check with your Shift Lead / T1 Manager — it may need to be added by an admin under Settings > Properties.

11. Revision History

v1.0: Original NOC Knowledge Base article (HNOC-KB-TICKET-UPDATE-001), already in a structured Purpose/Before You Start/Step-by-Step/Checklist/Notes format.

v2.0: Restructured into the standard SOP-T1 series format (added Roles & Responsibilities section, renumbered as SOP-T1-10, cross-referenced against SOP-T1-07, SOP-T1-08, and SOP-T1-09). Carried forward the same “Shift Lead” terminology note applied to SOP-T1-08 and SOP-T1-09. No procedural content changed.

V2.1: Revised the procedure to in line with the currently updating process. Also, removed fillers statements that are not necessary/correct or not in line with the ticket update process.