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Article 26: Customer Support SOP — How to Start Support Requests Through ChainIT Support

Purpose This article explains how ChainIT Pay sales users, account executives, and internal team members should use the ChainIT Support Portal when a customer, prospect, partner, or internal user needs help. Support should originate through the official ChainIT Support Portal so issues can be documented, routed, tracked, and resolved properly.

 Article 26: Customer Support SOP — How to Start Support Requests Through ChainIT SupportCategory

Support

Purpose

This article explains how ChainIT Pay sales users, account executives, and internal team members should use the ChainIT Support Portal when a customer, prospect, partner, or internal user needs help.

Support should originate through the official ChainIT Support Portal so issues can be documented, routed, tracked, and resolved properly.

Support Portal:

https://support.chainit.com/

1. When to Use ChainIT Support

Use ChainIT Support when there is a customer-facing issue, prospect issue, internal system issue, HubSpot issue, onboarding problem, payment-related concern, access issue, or operational challenge that requires support, review, or escalation.

Sales users should not try to solve technical, operational, compliance, risk, or system issues on their own unless they have clear authority and training to do so.

The support portal should be used when the issue needs to be documented and tracked.

2. Types of Issues That Should Start in Support

Submit a support request for issues such as:

  • Customer cannot access a link, form, portal, or onboarding step
  • Prospect reports an issue with a ChainIT Pay process
  • Customer has a payment-related question that requires review
  • Customer reports a technical issue
  • Customer needs help with onboarding
  • A HubSpot record appears incorrect or incomplete
  • A Contact, Company, Lead, or Deal is missing or assigned incorrectly
  • Email logging or HubSpot plugin is not working
  • A customer-facing page or form is not working
  • A user cannot access a system
  • A workflow, view, dashboard, or report appears incorrect
  • There is a duplicate record or bad import issue
  • A customer escalation needs tracking
  • Sales needs help from support, operations, compliance, or technical teams
3. What Sales Should Do Before Submitting Support

Before submitting a ticket, gather enough information so the support team can understand the issue.

Do not submit vague requests.

Before submitting, confirm:

  1. Who is affected
  2. What system or process is affected
  3. What the user or customer was trying to do
  4. What happened instead
  5. When the issue occurred
  6. Whether the issue blocks sales, onboarding, support, or revenue
  7. Whether screenshots or error messages are available
  8. Whether the issue is tied to a HubSpot Contact, Company, Lead, or Deal
4. How to Submit a Support Request

Go to:

https://support.chainit.com/

Then submit the issue with the clearest details available.

Your support request should include:

  • Your name
  • Your role or department
  • Customer or prospect name, if applicable
  • Contact name, Company name, Lead name, or Deal name, if applicable
  • System affected
  • Issue summary
  • What you were trying to do
  • What happened instead
  • Error message, if any
  • Screenshots, if available
  • Business impact
  • Urgency level
  • Best contact method for follow-up
5. How to Write a Good Support Request

A good support request is specific, factual, and easy to investigate.

Poor Example

“Customer can’t get in. Please fix.”

Better Example

“ABC Chiropractic is unable to access the onboarding link sent on June 5. The customer clicked the link and received an error message. Screenshot attached. This may delay onboarding for an active opportunity. The related Company record is ABC Chiropractic and the Deal is ABC Chiropractic - ChainIT Pay Processing.”

6. How to Classify Urgency

Use the correct urgency level so support can prioritize properly.

Urgent

Use urgent when the issue is actively blocking business, customer onboarding, revenue, access, or creates risk.

Examples:

  • Customer cannot complete onboarding
  • Payment-related issue is active
  • A live customer-facing link or portal is down
  • A high-value Deal is blocked
  • Multiple users are affected
  • A compliance or risk concern exists
High Priority

Use high priority when the issue is important but not fully stopping business.

Examples:

  • Email logging is not working for a sales user
  • Leads are assigned incorrectly
  • A record problem affects an active opportunity
  • A dashboard or report is materially wrong
  • A customer issue needs follow-up but is not urgent
Normal Priority

Use normal priority for non-urgent support needs.

Examples:

  • Help creating a view
  • Help understanding a HubSpot process
  • Non-urgent record cleanup
  • Training or process question
Low Priority

Use low priority for improvements, suggestions, or non-blocking issues.

Examples:

  • Article update request
  • Formatting issue
  • Future process improvement
  • Enhancement idea
7. Customer-Facing Communication Standard

When a customer or prospect reports an issue, sales should acknowledge the concern professionally and avoid guessing.

Use language like:

“Thank you for flagging this. I’m going to document the issue through our support process so it can be reviewed properly and routed to the right team.”

Do not say:

  • “I know exactly what caused this.”
  • “This always happens.”
  • “That should not be broken.”
  • “I can guarantee this will be fixed today.”
  • “I’ll just fix it myself.”

Sales should gather details, submit the ticket, document the issue in HubSpot, and follow up once there is a confirmed update.

8. Documenting Support Issues in HubSpot

If the issue is tied to a Contact, Company, Lead, or Deal, document it in HubSpot.

Contact Record Note Example

“Customer reported an issue accessing the onboarding link. Support ticket submitted through support.chainit.com. Awaiting review.”

Company Record Note Example

“Company reported a customer-facing access issue that may affect onboarding. Support ticket submitted. Monitoring impact on sales timeline.”

Deal Record Note Example

“Deal may be delayed due to support issue related to onboarding access. Support ticket submitted and next step pending support review.”

9. What Not to Do

Do not:

  • Create duplicate HubSpot records to work around an issue
  • Delete records without approval
  • Merge records unless authorized
  • Re-import files without approval
  • Promise a resolution time without confirmation
  • Guess on payment, risk, compliance, or technical causes
  • Tell a customer an issue is fixed before it is confirmed
  • Handle customer escalations only through email without creating a support record
10. Sales Responsibility After Submitting Support

Submitting a ticket does not end the sales user’s responsibility.

Sales should:

  1. Document the issue in HubSpot if tied to a record
  2. Keep the customer or prospect informed professionally
  3. Update the Deal, Lead, Contact, or Company if the issue affects status or timing
  4. Follow up internally if the issue affects revenue, onboarding, or customer experience
  5. Avoid creating confusion with duplicate messages or side-channel workarounds
11. Support Ticket Checklist

Before submitting, confirm you included:

  • Issue summary
  • Customer or internal user affected
  • Contact, Company, Lead, or Deal name if applicable
  • What happened
  • What should have happened
  • Screenshot or error message
  • Business impact
  • Urgency level
  • Any deadline or customer expectation
  • Your contact information
12. Final Standard

All support issues that affect customers, prospects, sales activity, onboarding, HubSpot data, system access, or operational execution should originate through the ChainIT Support Portal.

Support Portal:

https://support.chainit.com/

The support portal creates the record.

HubSpot creates the sales context.

Together, they help ChainIT Pay resolve issues cleanly, protect the customer experience, and keep sales activity moving.