At-risk Ticket Creation Steps

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Purpose	This SOP provides a simplified, step-by-step guide for creating an At-Risk ticket. It is intended for users who only need instructions on creadting the At-Risk process.
Scope	This SOP applies to the Client Success Team and ITS Leaders who typically submit At-Risk tickets in HubSpot.

Version History

Version #	Date	Author	Summary of Changes
1.0	01/20/2026	Bilal Qureshi	Initial version

How to create an At-Risk Ticket in HubSpot

Log in to HubSpot → https://app.hubspot.com/login
Search and select the Company record for the At-Risk client.
Click +Add under the Ticket
In the ticket creation panel, fill in the following: fields with (*) are required.

Ticket Property	Values
Ticket Name*	> At-Risk – BU – Company Name > Watchlist – BU – Company Name (See when to use)
Pipeline*	At-Risk Queue
Ticket Status*	Defaulted to Open
Ticket Type*	At-Risk
Attrition Risk Reason*	Select from dropdown (Refer to Attrition Types & Reasons Table)
Escalation Source*	Client CS Team Operations
Ticket Description	Use SBAR format: S – Situation B – Background A – Assessment R – Recommendation
Ticket Owner	Defaulted to you
Priority	Optional
Associate Ticket with Contact	Select contact for the practice
Associate Ticket with Company	Auto-populated
Add Timeline	Do not check the box

Click Create
Create At-risk Notes - In the ticket body (middle section) go to “Notes”
Click on “Create Notes”
Type “#At-Risk Notes” in the body → select the At-risk Notes from the drop-down.
Fill in free text lines.
Click Save Note

⚠️ Notes:

Any changes to the Attrition Risk Reason will require a support ticket.

Attach/log any additional communications:
- Cancellation emails
- Client complaints
- Logged calls, etc.
If a property is not in your view, click on the following link to add it: Customize Properties View.