The problem this solves
The service report comes from an export and a pivot table, so it is out of date the day it is made. Nobody knows what customers contact you about most often, because everyone describes tickets their own way.
How I work
A report is only as good as how tickets are labeled, so I start with categories. That means a short list where every ticket fits one item, required when a ticket closes. Where the topic and pipeline allow it, I fill in older tickets with rules.
Then I set up a dashboard for each audience. Service agents see their queue and response times. The manager sees SLA compliance, ticket age, team workload and top categories. Leadership sees trends. We agree who looks at each report and what decision it should drive, and I remove any report without one. I train your service manager in 1.5-2 hour sessions.
What you get
- A ticket category list required at close
- Categories filled in on older tickets where possible
- A dashboard for service agents
- A manager dashboard with SLA, ticket age and workload
- A report on top contact reasons
- A trends dashboard for leadership
What usually goes with this service.
HubSpot Customer Agent Setup
A Breeze agent answers chat from your knowledge base and hands harder cases to a person with the full ...
HubSpot NPS and CSAT Surveys
CSAT after a ticket and NPS during the relationship, with low scores sent to the account manager as a task.
HubSpot Knowledge Base and Customer Portal
Customers find answers to common questions and check ticket status without sending an email.