HubSpot Ticket Pipelines and SLAs
A separate pipeline for each request type, and response targets that HubSpot tracks and flags before they are missed.
- phaseImplementation
- engagementProject
- productService Hub
The problem this solves
A password reset and a major customer’s complaint sit in one queue with the same statuses. “In progress” covers a request opened a minute ago and one that stalled long ago. The contract promises a response time, and the manager hears about a breach from the customer.
How I work
I start by reviewing the tickets in your portal: which request types come in, which steps they go through and where current statuses don’t match how the team works. I add a separate pipeline where the process differs, for example for support, onboarding and complaints. The request topic goes into a property.
Then I set up SLAs, with first response and resolution targets for each priority and your team’s working hours, so a ticket from Friday evening doesn’t count as a breach. A workflow raises the priority and notifies the owner and manager before the deadline passes. Required fields on stages keep categories filled in. I train the team and the manager in 1.5-2 hour sessions.
What you get
- Pipeline and status definitions for each request type
- Ticket pipelines set up in Service Hub
- SLAs with working hours and priorities
- Alerts before a deadline is missed
- Required fields on stages
- An SLA compliance and ticket age report
What usually goes with this service 3
HubSpot Service Hub Implementation
Email, chat and forms feed one ticket queue, and every ticket has an owner and a status.
Learn more
HubSpot Ticket Routing and Service Automation
Tickets reach the right person with no manual sorting, and the customer gets a confirmation right away.
Learn more
HubSpot Help Desk Implementation
Your service team sees tickets from email, chat and forms, the SLA deadline and customer history in one view.
Learn moreLet’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.