How to Track Hard Tickets Using Designer Feedback View

Last Updated: May 8, 2026

 

PURPOSE

This tracking system provides live, visual data about ticket difficulty. It shows which tickets are hard, why they are hard, and how much time they actually require. Because all information is stored directly in HubSpot, there is no need for a separate spreadsheet or manual data transfer.

Your Role and Responsibilities

• Review hard tickets regularly using the saved HubSpot views.

• Use the data to coach Account Managers on making stronger file and asset requests.

• Look for patterns (for example, frequent low‑resolution or AI files) and share concrete examples with the team.

• Monitor **Estimated Time** versus **Actual Time** to understand how effort changes over time.

How to Use the Tracking View

1. Go to Tickets in HubSpot.

2. Switch to the view: Hard Tickets | Designer Feedback.

   1. In this view, you will see:

      1. Color‑coded difficulty levels

      2. Main reasons for difficulty (red indicates major issues)

      3. Notes describing what made the ticket hard

      4. Time estimates compared to actual time spent

For more detailed analysis or exporting, switch to the Designer Feedback – Full Export view.

Best Practices

• Filter the view to Hard & Very Hard tickets to focus on the most impactful cases.

• Sort by Ticket Difficulty in descending order to surface the toughest work first.

• Use the data as a reference point in one‑on‑one meetings with Account Managers and during process reviews.

TICKET VIEW TRACKER

OVERVIEW

This section explains where the Designer Feedback | Ticket Difficulty data is stored in HubSpot and how to access it quickly for analysis.

All data entered on the Designer Feedback card remains inside HubSpot. There are no separate spreadsheets or manual data transfers. Within the Team Design area under Tickets, two key views have been created:

• Hard Tickets | Designer Feedback

  • Automatically filters for tickets marked Hard or Very Hard from the last 60 days.

  • Allows you to focus on the most challenging work and see patterns over time.

• Designer Feedback – Full Export

  • Provides a comprehensive table that includes:

  • Ticket ID

  • Ticket owner

  • Ticket difficulty

  • Main difficulty causes

  • Estimated time

  • File types received

  • Last activity date

  • Created date

  • Current status

You can use the Export button in these views to download either the full dataset or only the Hard / Very Hard tickets, depending on what you need to review.

If you do not see these views or cannot export, contact the system owner to request access.

STEP-BY-STEP GUIDE

1. Why this workflow exists 0:00

• The goal is to track how difficult tickets are for designers in a consistent way.

• This is especially useful when tickets are similar, but one has extra details that make it harder.

• Designers will also provide feedback so account managers can be educated on what makes work more complex.

• HubSpot is the source of truth, so the data should stay there instead of being moved around manually.

2. Open the HubSpot ticket views 1:20

• Go to Team Design → Tickets.

• Add the relevant saved views under the ticket views list.

• The two views created for this process are:

  • Hard Ticket Designer Feedback

  • Designer Feedback Full Export

• If you do not see these views, ask for access.

3. Use the “Hard Ticket Designer Feedback” view for a quick overview 1:54

• This view is filtered to the last 60 days.

• It only includes Hard and Very Hard tickets.

• Use it when you want a fast snapshot of the most difficult tickets.

• Key fields shown in this view include:

  • Ticket ID

  • Owner

  • Difficulty

  • Main causes

  • Estimated time

  • File types

  • Last activity

  • Created date

  • Ticket status

4. Use the “Designer Feedback Full Export” view for complete data 2:40

• This view expands the dataset to show all fields filled out by designers.

• It includes all tickets from the last 30 days.

• It is not limited to hard tickets; it can include easy, medium, hard, and very hard tickets.

• The view is sorted by ticket difficulty, but that sorting can be changed if needed.

• Use this view when you need the full dataset for analysis or reporting.

5. Understand what designers are filling out 3:18

• Designers can record the ticket difficulty level.

• They can also note the main cause of difficulty, such as:

  • Logos needed

  • Registration

  • Multiple approvals

  • Client approval

  • Low-res assets

• They do not need to complete every field every time; partial feedback is still useful.

• Once submitted, the feedback appears automatically in the HubSpot views.

6. Use the data to review trends and train account managers 4:17

• The plan is to run this process for 1–2 weeks.

• During that time, review:

  • How much feedback is being submitted

  • What types of issues are showing up most often

• Use the hard-ticket view to quickly pull examples.

• Share the findings with account managers so they can better understand what makes tickets difficult.

7. Export the data when needed 5:47

• Use the Export button in HubSpot to download the data.

• You can export:

  • The full sheet

  • Only the hard/very hard tickets

• Choose CSV if you want to customize or work with the data elsewhere.

• This makes it easy to review the information outside HubSpot if needed.

8. Final notes and support 6:13

• The views are based on the last 30 days or 60 days, depending on which one you use.

• If anything looks off or you need help, reach out for support.

• The overall purpose is to improve the quality of inputs and make ticket difficulty easier to understand over time.

✅ COMPLETED