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SOP: Service Reviews

How to pull the necessary reports in Hubspot and Timeneye

Service reviews are opportunities to share metrics on tickets and other customer support. All service review documentation is saved here in the Customer Support master folder. We typically compile a brief PPT for the customer highlighting key information from Hubspot and Timeneye reports.

Hubspot

To put together a service review PPT, pull up Hubspot and navigate to Reports > Service Reviews Dashboard in top dropdown menu. There are two reports for each topic to facilitate more extensive service reviews (ex: you miss one month so need to do the last two months in the same service review). Normally, however, you can just focus on updating only one of each report.  

At the top of the Service Reviews Dashboard, you'll notice "Advanced Filters" already set. To ensure the data is correctly pulling for only the customer you need to:

  1. Navigate back to the lefthand tool bar "CRM" > Companies > type the company you need in the search bar > scroll over to the right to find the unique "Record ID" and copy this number
  2. Go back to the Service Reviews Dashboard > Advanced Filters > Delete the existing "Record ID" filter if isn't a match > "+ Add Filter" > "Data sources: Companies" > "Record ID" > "is equal to"

Filtering by Record ID seems to be the only way to ensure the ticket data is solely from the desired company. Filtering by "Company" or "Company name" doesn't always return correct results. Lastly, ensure the 2nd advanced filter is set to "Pipeline is any of Customer Support." Otherwise, data from the Billing and Porting pipelines might be mistakenly captured.

Once the advanced filters are set (which apply to all reports in the dashboard), it's time to set the time parameters on individual reports. To do so:

  1. Click on the icon in the top right corner of each report next to the ellipses that appears when you hover over the report > Customize
  2. This pulls up the report's "formula." Click on "Filters" next to "Configure" > update the dates to suit your time parameters (usually the prior month) > Apply 
  3. Update the report name for the given time parameter > "Update existing report" 

Once all report filters are in place:

  1. Click on "Share" at the top right of the Dashboard > Email this dashboard > "PDF downloadable file," Include selected reports" and "Send with current dashboard filters". 
  2. You'll repeat this step except choose "ZIP of PNGs" the second time so you get both formats sent over email.

Timeneye

  1. Reports > Projects > Filters at the top left > Select the correct client and/or project(s).
  2. Set the time parameter at the top right (its default "is last 30 days")
  3. Click on the widget icon at the top right of each of the reports and remove any budget checkmarks so only time data is visible
  4. In the top righthand corner, click "Export" as PDF file. This will provide the projects report
  5. Go back to the main "Reports" dashboard and next click "Team" 
  6. Click on the time pie chart. This will pull up all of the entries a certain team member has logged. If multiple people have charged to a project click on "Show Filters," and select other relevant people from the "Team Members" dropdown in the lefthand toolbar. Export this "Entries" report as a PDF file.

Once the Hubspot tickets report, and the Timeneye project and entries report have been generated, save all of them to the appropriate "Service Reviews" folder and create the PPT for the service review using an existing version in a previous month's folder.