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Gracjan Kasprzyk
Gracjan Kasprzyk, HubSpot consultant

HubSpot Ticket Routing and Service Automation

Tickets reach the right person with no manual sorting, and the customer gets a confirmation right away.

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  • phaseImplementation
  • engagementProject
  • productService Hub

The problem this solves

Your service manager starts the day by handing out tickets, so tickets wait until then, and on the manager’s day off the queue stalls. People pick the easy requests and the hard ones wait. A reopened ticket lands at the back of the queue like a new one.

How I work

I start by asking your service manager how they decide who gets a ticket. It’s usually product, language, customer size or how hard the request is. I write those criteria down as routing rules.

In HubSpot, I set up round-robin routing that skips people who are out, and skill-based routing where your edition allows it. Workflows send the customer a confirmation, change the status when they reply, close the ticket after the agreed reminders go unanswered and reopen it with the same person when the customer comes back. Internal notifications go to the person who has to act. I test everything on sample tickets, including reopened ones and ones assigned to the wrong team.

What you get

  • Written ticket routing rules
  • Round-robin routing that skips people who are out
  • A confirmation to the customer when a ticket opens
  • Automatic status changes
  • Closing and reopening tickets with the same person
  • Notifications to the people who need to act

What people ask before a quote

How is this different from ticket pipelines and SLAs?

Pipelines and SLAs define which stages a ticket goes through and how fast. Here I set up who gets the ticket and what happens automatically at each change. If your pipeline already works and assignment is the only problem, this service is enough on its own.

Our service staff work shifts, some part-time. Will routing account for that?

Yes. Routing considers who is available, so a ticket skips anyone whose shift has ended. We agree before launch on how open tickets hand over between shifts.

How much does ticket routing automation cost?

We’ll work it out on the call, once I know your process. You pay for the HubSpot license separately, directly to HubSpot.

What usually goes with this service 3

Service Hub

HubSpot Ticket Pipelines and SLAs

A separate pipeline for each request type, and response targets that HubSpot tracks and flags before they are missed.

Learn more
Service Hub

HubSpot Help Desk Implementation

Your service team sees tickets from email, chat and forms, the SLA deadline and customer history in one view.

Learn more
Service Hub

HubSpot Service Hub Implementation

Email, chat and forms feed one ticket queue, and every ticket has an owner and a status.

Learn more

Let’s check whether this service fits your situation

After you submit the form, you pick a time in my calendar. I prepare the scope and a quote after the call.

Gracjan Kasprzyk
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