Service hub configuration
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Service hub configuration
Set up ticket pipelines, customer success workspace, and health scores so your team catches problems before customers churn.
Set up ticket pipelines, customer success workspace, and health scores so your team catches problems before customers churn.
This playbook configures everything your service team needs to catch new customers cleanly and keep them healthy. You will build the workflow that fires when a deal closes, set up ticket pipelines with routing rules, automate lifecycle stage transitions, and create a customer success workspace that shows who needs attention today.
The final chapters cover health scores and automated risk escalation: the system that spots declining accounts and triggers intervention before a renewal conversation turns into a churn conversation.
Design your ticket pipeline stages, configure automated routing, and set up ticket properties so every support request is tracked and assigned.
What happens when a new customer lands: ticket creation, owner assignment, welcome email, and first onboarding task.
Create a self-service knowledge base with categories, articles, and search so customers can solve common problems without contacting support.
Configure ticket stages and routing rules so every customer issue gets to the right person without manual triage.
Define SLA policies for response and resolution times, configure escalation rules, and set up alerts so your team never misses a deadline.
Automate the contact lifecycle from customer through onboarding, active, and renewal so the CRM always reflects where someone is in the journey.
Build dashboards that track ticket volume, resolution time, SLA compliance, and customer satisfaction so you can spot service issues early.
Create a dedicated CS view with upcoming renewals, recent tickets, and account activity. One screen that tells your CS team who needs attention today.
Define the properties that signal a healthy vs. at-risk customer (engagement, support tickets, NPS). Create a score HubSpot updates automatically.
Build workflows triggered by health score drops: internal alerts, outreach tasks, manager escalation. Catch problems before customers leave.
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