The problem this solves
One pipeline for every request type means a password reset and a contract escalation sit in the same queue with the same status options. Tickets age without a next step because 'In progress' covers everything from 'started five minutes ago' to 'stuck for two weeks'. Meanwhile the contract promises customers a first response within hours, and the only enforcement mechanism is whether someone happens to notice. Managers learn about breaches from the customer, not from the system.
How we work
We run a working session on your request types: what comes in, what each type needs to move from new to resolved, and where the current pipeline lies about reality. From that we design the pipeline architecture - sometimes one pipeline with better statuses, sometimes separate pipelines for support, onboarding, and internal requests, each with stages that mean one specific thing.
Then we implement SLA policies in Service Hub: time to first reply and time to close targets, working hours so weekend tickets do not count as breaches, and escalation workflows that fire before a breach instead of after. Required properties per stage keep tickets categorised well enough that reporting stays honest.
The result is a ticketing system where status means something, aging is visible, and SLA attainment is a report you pull, not a guess you defend.
Deliverables
- Pipeline architecture document covering all request types
- Configured pipelines with written stage definitions
- SLA policies with working hours and priority tiers
- Pre-breach escalation workflows and alerts
- Required-property rules per stage for clean categorisation
- SLA attainment and ticket aging dashboard
What buyers ask before scoping.
We handle very different request types. One pipeline or several?
Rule of thumb: a separate pipeline when the process differs, not when the topic differs. Topic is a property you filter and report on; process is a pipeline with its own stages. Support, onboarding, and refunds usually earn separate pipelines; product A versus product B usually does not. We settle this in the design workshop with your actual request data.
Do SLA rules require a specific HubSpot tier?
Yes. SLA management sits in Service Hub Professional and above. If you are below that tier we will say so before scoping and map whether the upgrade earns its keep for your volume. As a HubSpot partner we handle licensing directly, so a tier change goes through us rather than a separate sales cycle.
What actually happens when an SLA is about to be breached?
Escalation workflows fire before the deadline, not after: the ticket gets reprioritised, the owner and their manager get alerted where they work (Slack or email), and reassignment kicks in if the owner is unavailable. The exact rules are yours; we configure and test them against real scenarios before go-live.
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