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SERVICE Hub Features

Help Desk & Ticketing software

Manage and monitor customer inquiries seamlessly in a centralized help desk that seamlessly integrates with your CRM database.

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Streamlined and exceptional customer support management.

As your customer base expands, it becomes increasingly challenging to address all customer issues effectively. Emails can easily go missing, spreadsheets become unwieldy, and ultimately, it's the customers who bear the brunt of it all.

But with HubSpot's streamlined ticketing system, you can efficiently tackle and resolve issues, surpassing your customers' expectations. Plus, since the ticketing system seamlessly integrates with the rest of the HubSpot CRM platform, you can effortlessly keep track of everything in one convenient location.

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Log and organize tickets all in one place.

With HubSpot’s ticketing system, you can record, organize, and track all your customers’ issues in one dashboard. Then keep track of key support metrics like agent response time, ticket volume, and more, so you can effectively manage customer demand, and coach your support team to be successful.
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Automate and optimize your customer support.

HubSpot’s ticketing tools include routing and automation features to create efficiencies. With HubSpot, your team can spend less time on help desk management and manual data entry, and more time helping customers succeed.
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Conversations powered by your CRM.

As a seamless component of your HubSpot CRM database, the help desk tool also displays helpful information about customers' history, product details, service issues, and more. That way, your team has all the right context to deliver helpful, personalized support to each and every customer — faster.

Frequently Asked Questions

 

What is a help desk?

A help desk is a centralized tool for managing incoming customer issues. Help desks let you organize and record ongoing customer issues and provide a reference point for your customer-facing teams. Help desks also let you track efficiency metrics to manage the performance of your customer-facing team—things like response time, ticket volume, first resolution time, and how many tickets are in which stage of resolution.

Some companies choose to have multiple teams working within a singular help desk. In that case, a help desk with built-in automation, folders, and escalation systems can be beneficial.

HubSpot’s help desk offers all of this and more. Use automation to send your tickets directly to the best user on your team. Escalate effectively and efficiently so your customers never have to wait too long. Use HubSpot’s built-in knowledge base to document all of your existing knowledge, and make it easy for customers to find answers on their own.

How much do HubSpot's help desk tools cost?

HubSpot’s help desk is part of Service Hub, and you can get started with it for free. If you're looking for more advanced features to help automate and scale your customer support operations, HubSpot also offers premium features with Starter, Professional, and Enterprise editions of Service Hub.

What makes HubSpot's help desk popular?

Popular features of HubSpot’s help desk include:

  • Integrated feedback surveys to track customer sentiment and happiness
  • Ticket automation and routing
  • Internal and external performance metrics
  • Triage and SLA levels to meet all your customer needs
  • Built-in knowledge base to quickly create and reference documentation

 

How much time does it take to implement a help desk?

If you’re already using a help desk, implementation time may vary based on factors like data migration and the complexity or amount of data you have to move over. For companies that have never used a help desk, the implementation time is much shorter—the only thing you need to set up is access for your team and their specific role.

The ROI of the HubSpot platform

Companies that use HubSpot grow better.

 

109%

Deal Close Rate

After just 12 months of using HubSpot's sales software, customers experience an astounding 78% surge in their deal close rate.


129%

Inbound Leads

After utilizing HubSpot's marketing software for a year, customers were amazed by the remarkable 129% increase in their incoming leads.


37%

Ticket Close Rate

Customers who use HubSpot's customer service software for just 12 months experience a 37% increase in their ticket close rate.

Popular Features in Service Hub

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Performers can offer you benefits in terms of both user support and pricing.