Management of Notes and Emails from the Ticket

HubSpot allows you to add notes to tickets directly from your smartphone, facilitating communication and collaboration between team members.

In this section we look at how to mention a colleague or team member using the ‘@’ function.

How to mention someone in a note

• Access the ticket:

• Open the HubSpot app on your phone and select the ticket you wish to work on.

• Add a note:

• Within the ticket, scroll down to the Notes section and tap Add Note.

• Write the note and mention someone:

• In the text field, write the details related to the ticket.
• To mention someone, type the ‘@’ symbol followed by the first letters of the colleague's name.
• A list of people will be displayed: select the desired person.

Example: Type: ‘@Gianluca Giorgini’ to mention the colleague.

• Add attachments or additional details (optional):

• You can attach images (such as a photo of a paper report) by clicking on the attachment icon.

• Save the note:

• Tap the Save button in the top right corner to confirm your note and make it visible on the ticket.

What happens next?

• The person mentioned will receive an email notification and will be able to reply or take action on the ticket.
• All details will be visible in the ticket history, making communication transparent and traceable.

Note: This function is particularly useful for reporting important updates or asking for feedback from a colleague.