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