Important: If your PSOhub account was created before 2nd March 2022, you first need to reconnect with HubSpot (one-off action).
In the following video you will get an overview of how to track time on a Ticket in HubSpot that will sync to a Service Project in PSOhub. To get a complete understanding, please take a look at the rest of the article below:
Create a Service project
In order to track time on a HubSpot ticket you need to first create a Service Project in PSOhub. This can be done in HubSpot at the Company level or directly from PSOhub, in which case however the company must have been created first in HubSpot and pushed into PSOhub (via the promotion of a deal for example).
Choose from the menu Projects:
Click the Create button
The following window appears:
Click on the PSOHUB tile to create a project from a company that has been pushed from the HubSpot company/deal level into PSOhub.
Now, complete the Project Quick Setup wizard. By default, the Service Project section is set to No. Make sure, it's set to Yes:
Note: It may be wise to create a project type specifically for support ticket projects. This will allow you to report and filter on the project type.
In the second step of the creation of your project, you can select a contract template to invoice support tickets or leave the contract template field blank if the raised tickets will fall with the customer's service agreement.
In the third step of the creation of your service project, you can leave the team section empty since the team members will be automatically added to the project when they log time on a ticket in HubSpot (note that this person must be defined as a user in PSOhub).
Finally, create Create.
Once the service project is created, you will find the contract template (if selected) above an additional group created automatically by PSOhub and called 90 | Tickets. If no contract template was selected you will only find the Tickets contract group.
Important: The 90 | Tickets contract group is specific to service projects and cannot be removed or edited.
Every raised ticket in HubSpot will automatically generate a contract line under the 90 | Tickets contract group and any time spent on a service ticket(s) will be recorded at the contract line level.
Track time on a Service ticket
Once your Service Project is created, you can then track time on a ticket which can be raised in HubSpot from the Service menu and Tickets (can also be done at Company and Contact level).
Once the ticket has been created. On the right-hand side, you can use the Log time (#) section to log hours against the ticket:
From here you can click on either Log hours or Start timer.
Back in PSOhub, in your Service Project, the logged hours will appear in the associated contract line created by the ticket under the Used column in the Tickets contract group. The Hours section will also display for related hours to the ticket(s).
