Service Hub Setup
Service Hub Setup is a fixed-scope implementation engagement that gets HubSpot Service Hub running for a B2B support team: connected channels, a ticket pipeline that mirrors how requests actually move, ownership and routing rules, and baseline reporting. Built for teams moving customer support out of a shared mailbox and into a system with visible queues and clear ownership.
The problem this solves
Support that lives in a shared Gmail inbox works until it doesn't: two people answer the same customer, a thread sits untouched for three days because everyone assumed someone else had it, and nobody can say how many requests came in last month or how fast they were answered. Escalations happen by Slack ping. When a key person is on holiday, their threads simply stop. The team is busy all day and still looks unresponsive to customers.
How we work
We start with how support actually runs today: where requests come in, who touches them, and what counts as resolved. That walkthrough becomes the configuration spec, so the portal reflects your process instead of a demo dataset.
Then we build the foundation: email, chat, and form channels connected into HubSpot, a ticket pipeline with statuses your team recognises, ownership and routing rules so nothing sits unassigned, and the properties needed to categorise requests from day one. We keep the first version deliberately simple - a pipeline the team understands beats a clever one they route around.
The engagement closes with a working session for the agents who will live in the tool, a short admin handover, and baseline dashboards for volume, response time, and open workload. You leave with a support system, not just a configured product.
Deliverables
- Email, chat, and form channels connected into HubSpot
- Ticket pipeline with statuses mapped to your real process
- Ownership and routing rules so no ticket sits unassigned
- Ticket property set for consistent categorisation
- Baseline dashboards: volume, response time, open workload
- Agent training session plus admin handover documentation
What buyers ask before scoping.
How is Service Hub Setup different from the Ticketing Pipeline and SLA module?
This module is the foundation: channels, one working pipeline, ownership, and baseline reporting. The Ticketing Pipeline and SLA module goes deeper on pipeline architecture for teams with multiple request types and adds enforced SLA policies. If you are starting from a shared mailbox, start here; the deeper module builds on top.
Which Service Hub tier do we need for this?
The core setup works on lower tiers, but features like SLA rules, skill-based routing, and the customer portal sit in Service Hub Professional. We map your must-haves to the lowest tier that covers them during scoping. As a HubSpot partner we can also handle the licensing itself, which removes HubSpot's mandatory onboarding fee from your first invoice.
What happens to the support history in our current mailbox?
Existing threads stay where they are; from cutover, new and ongoing conversations flow into HubSpot. If you are leaving a dedicated helpdesk like Zendesk and need historical tickets migrated, that is a defined migration scope we quote separately, with field mapping and a sandbox dry run before anything touches production.
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