Ticket Categorization in Hubspot is done using the Ticket properties ‘Category’ and ‘Ticket Subtype’
‘Category’ and ‘Ticket Subtype’ can take the following values:
General Support
Basic Troubleshooting - Level 1 Support Quick fixes, user guidance, login issues, etc.
Bugs/Defects - Software defects, UI/UX issues, API failures, etc.
Infrastructure & Network Issues - DNS, hosting, downtime, tracking failures, performance slowdowns
Security Issues - Hacked website, unathorised access, etc
Data Issues → Data Requests
Film/TV Data
Showtime Data
Streaming Data
Event Data (eg. Ticketmaster)
Other Data Issues
Feature & Development Requests
Product Delivery - Linked to Film releases. Select, MovieSite, Showtime Monitor, Engage Competition, Domain Registration, Connect Standard Film.
Product Upgrade - Subscription upgrade. Adding new languages or territories to a connect platform
Content Updates (Non Billable)
Custom Feature Request (Billable) - Client requests that require new development
Account & Billing Issues
Billing & Payment Enquiries - Invoices, failed payments, refunds, pricing questions
Contract Issues
General Enquires, Feedback & Training
General Information - FAQs, service explanations, non-technical guidance.
Training & Documentation Requests - Onboarding support, guides, best practices.
Feedback & Complaints