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- Navigate and Sort Tickets:
- Go to the help desk tickets section in HubSpot.
- Sort the tickets by "Creation Date" to ensure the oldest tickets are at the top of the list.
- Begin Triage with an Old Ticket:
- Open the first ticket (the oldest one) to review its content.
- Your initial goal is to determine what needs to be done with it. For most very old tickets, the action will likely be to close them.
- Get Approval from Craig:
- Take a screenshot of the ticket details.
- Send the screenshot directly to Craig via a dedicated communication channel (not the main "Admin Operations" channel).
- Await Instructions:
- Wait for Craig to review the ticket and provide feedback. Be patient, as he may be busy with other tasks and it could take some time for him to respond.
- Close the Ticket:
- Once Craig gives his approval, close the ticket. Ensure there is an audit trail for the action taken.
- Repeat the Process:
- Continue this process for the remaining old tickets, working your way from oldest to newest.