How Do I Create an ATM/Debit Card Request Hubspot Ticket?

Locate the client in Hubspot > Add Ticket

or if the client does not have a Hubspot profile, Service > Tickets > Create Ticket

Ticket Name

OLB: OLB_ Debit/ATM Request_Client’s Name
Email: Debit/ATM Request_Client’s Name
IB: IB_Debit/ATM Request_Client’s Name
*Phone requests must be accompanied by a written request from the client

Pipeline

CX General
CX OLB Message

Ticket Status

New
OLB In Process

Ticket Description

Debit Request
ATM Request

Product | Debit Card/ATM Card

Source

Phone
Email
OLB Message

Create Date | Today’s Date
Priority | High Priority

Create

2. On the left side of the Hubspot Ticket

Ticket Owner | CX Representative
Department | Customer Success

Debit/ATM Contact Reason

New Card Did Not Arrive
Card Request-Did Not Request Initially

OLB Ticket Props (If OLB Message Only

Enter Web Admin Date – OLB Original Submit Date
Enter Web Admin Reference Number – OLB Reference Number

Click Save

3. Horizon (Should this be a linked article on its own?)

Locate the client in Horizon

Click on Relationship Summary

Click on Customer Accounts

Verify that no cards are linked to the account requested

Verify that no cards have recently been mailed out

If there is a card on file

Check the status (Open or Closed)

Click on the last four digits of the card

Check the status

Blocked-Card not activated

Warm/Hot- Card was blocked

Send Request to DBO

Open Since

<10 business days- Respond to client **LINK NEEDED

>10 business days- Send Request to DBO ** LINK NEEDED

4. Debit Card Request Form Web Admin (Should this be a linked article on its own as well?

Check the last four digits of the account number

Copy the Reference Number to the Hubspot ticket

Copy the Date Submitted to the Hubspot Ticket

Click on Accept Request-No Action

Click on Submit

Click on Print and take a snippet

5. Hubspot

Click on Notes

Click on Create Note

Briefly describe the snippets in first line

Snippets to include

Client’s Horizon Page

Client’s OLB Request

If from a form:

Reference Number

Date Submitted

Click Save

6. Send Ticket to Next Pipeline

Ticket Owner | Remove Ticket Owner Completely
Pipeline | DBO General
Ticket Status | New