HubSpot Service Hub
support you can measure.
Turn support from a black box into a measured operation. We build your HubSpot Service Hub like a system: ticket pipelines with routing, SLA timers that alert before they breach, a knowledge base that deflects volume, and every ticket on the same customer record sales and marketing already use.
Help Desk Console
Support queue · live
Ticket load, SLA timers, and CSAT tracked per pipeline, not reconstructed from a spreadsheet after a customer complains.
Trusted by teams at
Support triage
Support runs blind until a customer escalates.
Nobody sees a support problem in the queue. They see it when a renewal churns, or when the founder gets a direct email that a ticket has been open for nine days.
No view of load or ageing
Tickets sit in a shared inbox with no pipeline, no owner, and no ageing view. A request that arrived nine days ago looks identical to one from this morning, and the backlog is invisible until someone escalates over your team's head.
SLAs breached with no alert
First-response and resolution targets live in a slide, not in the system. Nothing tracks the clock against business hours, nothing warns you at 80% of target, and you learn a ticket breached from the angry reply, not a dashboard.
No CSAT, no feedback loop
No survey fires when a ticket closes, so you have zero signal on whether the fix landed. Low scorers never trigger a follow-up, and the accounts quietly deciding not to renew look identical to the happy ones.
Support siloed from the record
The help desk doesn't know this contact is a 40k open renewal or a deal marketing is nurturing. Agents answer with no context, sales never sees the three angry tickets before the QBR, and the customer repeats their account history to every new rep.
Support gets designed, not improvised.
1. Map the queue
We audit every channel support arrives on, email, chat, forms, and portal, and map your real ticket types, priorities, and owners. The pipeline stages come from how your team actually resolves, not from HubSpot's defaults.
2. Build & automate
Ticket pipelines, routing rules, and SLA timers wired to your business hours, plus a knowledge base and customer portal for self-service. CSAT and CES surveys fire on close, and every ticket associates to the contact, company, and deal record.
3. Wire & hand over
Dashboards for load, ageing, SLA compliance, and CSAT go live, with alerts that fire at 80% of the SLA target, before a breach. Your team gets the runbook, routing logic, escalation paths, and survey cadence, and owns it inside your own portal.
What lands in your hands.
Not a switched-on Service Hub seat and good wishes, a running support operation with the routing, SLAs, and telemetry to keep it accountable, owned entirely inside your portal.
Ticket pipelines & routing
Pipelines built around your resolution stages, with rules that assign every ticket by type, priority, and channel to a named owner. Round-robin and skill-based routing replace the shared-inbox free-for-all, so nothing lands nowhere.
SLA automation & alerting
First-response and resolution SLAs enforced against your business hours, with escalation and alerts that fire at 80% of target, before the breach. Compliance is tracked per pipeline on a dashboard, not reconstructed after a complaint.
Knowledge base & self-service
A structured knowledge base and customer portal so common questions resolve without a ticket. Articles mapped to your top ticket drivers, with deflection rate tracked per article against a 38% target, so the queue shrinks instead of scaling headcount with volume.
CSAT loop on one record
CSAT and CES surveys fire on ticket close, low scores trigger a follow-up task, and every ticket, survey, and interaction sits on the same record sales and marketing use. One customer history, visible across the lifecycle.
Service Health Report
All pipelines · monthly
CSAT loop
Survey on close, one record
Run support you can measure.
Scope depends on your ticket volume, channels, and pipeline count, we quote after a short call, not from a rate card. The whole operation runs inside your own HubSpot portal from day one.
The questions we get asked.
What access do you need?
Super Admin on your HubSpot portal, or a seat we set up in your name, plus a Service Hub Professional or Enterprise subscription and access to connect your support channels: shared inboxes, chat, forms, and any email addresses tickets arrive on. We work inside your portal and hand back full admin the moment we're done.
How long until support is running on it?
Two to three weeks for a standard build. Week one maps your ticket types, channels, and resolution stages. Weeks two and three build the pipelines, routing, SLA timers, knowledge base, and CSAT surveys, then we push test tickets through every path before it touches a real customer. Deep knowledge base migrations or multi-brand portals add time, and we scope that up front.
Who pays for the HubSpot licenses?
You do, in your own portal. The Service Hub subscription and seat count sit on your HubSpot billing, so you own the operation and every article, ticket, and record in it. We advise on the tier and seat mix your volume needs and size it before we start; nothing runs through us.
Do we need Service Hub Enterprise, or is Professional enough?
Professional covers ticket pipelines, routing, SLAs, a knowledge base, and CSAT and CES surveys, which is the operation most teams need. Enterprise adds custom objects, more granular permissions, and advanced routing and reporting. We tell you plainly which tier your process actually requires rather than pushing you to the top plan.
We already run a separate help desk. Is this a migration?
Usually, yes. We map your existing tickets, macros, and knowledge base articles, then rebuild them as HubSpot pipelines, snippets, and KB content on the same record as sales and marketing. The point of moving is exactly that shared record: an agent, a rep, and a marketer see one customer history instead of three disconnected tools.
What happens after handover?
Your team owns the pipelines, routing rules, SLA logic, surveys, and dashboards, plus a runbook covering escalation paths, routing changes, and survey cadence. Some clients keep a light retainer for tuning as volume grows, but nothing breaks if you run it alone. That's the point of the runbook.
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