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Create a service project from HubSpot, raise a service ticket and track time
Create a service project from HubSpot, raise a service ticket and track time

Learn how to create a service project from HubSpot, raise a service ticket and log time on a service ticket

Claudette Albers-Reid avatar
Written by Claudette Albers-Reid
Updated over a week ago

Updated 22nd May 2024

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:
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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 directly in HubSpot at the Company level.

In HubSpot, select a company with at least one contact person. In the right-hand pane, in the Service project (#) section, click the Create service project button:

This will create a Service Project in PSOhub and generate a deep-link in HubSpot.

Note: that you can only have one service project per company; however, if you close or archive an existing service project in PSOhub, you will be able to create a new one for that same company.

Clicking on the deep-link will bring you to PSOhub where you will find the new Service project:

As with a regular PSOhub project, the following is visible:

Field

Description

Project name

The project name consists of the prefix Service project followed by the name of the Company and project number.

Service Project

Set automatically to Yes.

Company

Company name as been inherited from HubSpot.

Contacts

Contact(s) are also inherited from HubSpot.

Contract

The 90 | Tickets contract group is automatically created to log all hours spent on service tickets. All new tickets logged will generate a new contract line under this group. This contract group cannot be deleted.

Note: By default, service projects inherit the Active stage.

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 (#) or at the Company and Contact level.

Once the ticket has been created, on the right-hand side, you will find a Log time (#) section where you can log hours against the ticket:

Clicking on Log hours will bring you this pop up window; from here click on either the Log hours or Start timer to book your time.

Important: Ensure that you have been set up as a Team Member on the service project on PSOhub, or you will be unable to log hours against the project.

Back in PSOhub, in your service project, the total logged hours will appear in the associated contract line created by the ticket under the Used column. The Hours section will display all related hours to the ticket(s) and which user worked on the ticket(s):

Each new ticket will generate a new contract line.

Invoice support tickets

When tickets are to be invoiced, you can insert an existing contract template to the service project. Click on the ellipsis button and select Import template:

Select the required template and click Save to insert the contract template into the service project:

Ticket time entries that are to be invoiced can be moved to the appropriate invoice contract lines. In the right-hand pane and the Hours section, click on Show all related hours:

Select one of the time entries, modify the Line ID from the ticket contract line to one of the invoice contract lines and click Save:

The updated time entry will appear in the hours overview. Click the Back button to return to the project:

In the project's contract, the modified time entry will appear in the invoice contract line:

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