Service SLAs and Other New Features in HubSpot Service Hub

Customer Portal in HubSpot Service Hub

Quick rundown of three features recently added to Service Hub that we're excited about:

  • Service SLAs
  • Service analytics
  • Customer Portal


HubSpot Video



Hey Matt from Remotish here. HubSpot has released a bunch of new features within the Service Hub. And I just really wanted to take you through three of them that I find the most exciting. First up, we're gonna go through Ticket SLAs. Now, this is a feature that many of my clients have requested, and we have sort of often been forced to find a workaround for, you know, the really nice thing here is that now it's just here out of the box.

Service SLAs in HubSpot

So diving in here, first thing you're gonna be able to configure is managing when these SLAs you're about to configure, apply. This is gonna give you the ability to choose, you know, whether the SLA should be calculated based on working hours or calendar hours. And then, you know, really when you know, those working or calendar hours are existing. So kind of really looks like the meetings link availability. So really nice and easy and familiar to configure.

Next thing you're gonna see is our first SLA, which is time to first reply. This is going to give you the ability to decide whether it applies to all tickets, or based on priority, which I think based on priority is a very interesting kind of wrinkle to this, because it's going to give you the ability to set different SLAs, different requirements based on whether it's a low, medium or high priority Ticket.

Next up is time to close. similar functionality here, you can choose to, you know, to apply this to all tickets in the inbox, or based on the priority once again. So very cool functionality there. The last thing I do want to point out is, I think very exciting is that this is going to give you a little indicator within each Ticket, give your reps that indicator of you know what that SLA is and kind of countdown to when, you know, these different things should be closing or, you know, replied to. Keeping us all accountable, which I think is a really great thing to have.

Service Analytics in HubSpot

The next thing that I'm really excited about is the service analytics that they've added, which, you know, again, something that we've often had requested and have found workarounds for, you know, and definitely ties back to these SLAs in a real big way, because it's going to give you the ability to report on the team performance, you know, and how quickly, you know, the average time to close that ticket, the chat, wait time, the support volume, you know, ticket time and you know, in the pipeline, it's gonna give you a ton of different filtering options here. So, you know, pretty robust reporting feature here. Another thing that you're gonna be able to do, just right out of the box is report on that customer satisfaction score, which obviously, is a big priority for many service teams and success teams.

Customer Portal in HubSpot

The last thing that I want to quickly touch on is the customer portal, which I'm very, very excited about. Because this also ties back to all of these SLAs because it's going to first of all, help you attain those SLAs quicker, and more on that in a minute. Or better, I guess. But still more on that minute, it's also going to give your customers a much better ticketing experience, because I think we've all had that kind of frustration when you're emailing with a customer service team. And, you know, the conversation gets lost when you get escalated, or, you know, it's cumbersome to have to, you know, type below this line, but really you're not because you're emailing with them. You know, this is just going to give you the opportunity to give your customers a really great experience, you know, when they need customer service.

So in order to configure all of this: very drop dead simple, which is something that I absolutely love. You know, you're gonna be able to select your page title, your customer portal URL, the language that your customer portal is in. And then customer portal access, which is kind of where I think things get, you know, pretty, pretty exciting. First of all, you're going to be able to, once you set the domain and connect your knowledge base domain, to enable SSO, you're gonna be able to do that which I think is awesome and a great experience for your customers. Really, the thing that excites me the most about this is being able to control that audience access, and then deciding what the ticket visibility is that your customers are going to have access to. The ticket permissions is, you know, equally exciting in that, I think this is where you're going to be able to sort of, you know, reduce that time to first reply. And that time to close and really just, you know, has the potential to reduce the overall volume of tickets that your customers are submitting. Because you have two options here, you can allow your customers to view only tickets that their contact is associated with. And then the exciting one is allowing your customers to view any tickets that their company is associated with.

So if you're following along here, gonna give them the ability to see, oh, Joe already submitted this, or Jane already submitted this. So I don't need to submit this again, I just need to keep an eye on this. You know, I think that that is just going to be a super powerful feature for you to be able to, yeah, like I said, you know, reduce the overall volume, while giving your customers a better experience.

The last thing I want to show you here is, you know, just kind of what it's going to look like to your customers, you have a couple of you know, templates that are just kind of pre built. There's a little bit of configuring that you can do, obviously, you can, you know, add your branding, connect your knowledge base, and connect a support form, which more on that in a moment.

But the first thing I wanted to look at is, what does this actually look like to your customer? Well, you have a little bit of control over that. But really, keeping it drop dead simple, which I think is very important. Because one, you want to be able to launch this, you know, quickly, not, you know, not taking a ton of time and resources in order to launch, you know, this functionality. But also giving your customers a really nice, clean view and something that they are familiar with, and, you know, can use easily. So, right here, we see, you know, the just overall ticket page, we don't have a whole lot loaded in here right now. But, you know, this is where they'll be able to see all of the tickets associated with their company.

And then we have the ticket detail page, kind of think like blog listing page, and then actual blog, page, blog post page, and really exactly what you would expect. It just gives you that visibility into that exact ticket.

Last thing I want to, I want to touch on is, you know, connecting the support form, I think another big feature, which will reduce the amount of time that your reps are dealing with, you know, duplicate tickets and everything like that because they will be able to your customers will be able to, you know, submit a ticket directly from this portal, not having to go on, you know, a live chat, go on, you know, send you an email, go on Facebook Messenger any of those things, your customer will be able to just kind of come to one single source of truth to submit these tickets. Very exciting stuff. So, these are the things I'm excited about. Hopefully you are too. If you have any questions, feel free to reach out. happy to chat about it. And happy HubSpotting.

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Remotish is hyper-focused on servicing companies that plan to use or currently have HubSpot. We have been keeping up on our HubSpot skills since 2013. We make HubSpot awesome.


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