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Set Up Help Desk Workspace

Description

A dedicated help desk workspace in HubSpot ensures your customer service team has the tools they need to manage and resolve support requests efficiently. This milestone establishes a centralized workspace that organizes tickets, tracks customer interactions, and prioritizes tasks based on urgency or SLA requirements. By setting up a tailored help desk, your team can deliver faster resolutions, track key metrics, and improve overall customer satisfaction. This workspace becomes the hub for managing all service interactions, keeping your team organized and clients happy.

Process Summary

  1. Workspace Configuration: Set up the help desk workspace in HubSpot to centralize ticket management, including a clear view of open, in-progress, and resolved tickets.
  2. Ticket Prioritization Rules: Define rules for prioritizing tickets based on criteria like urgency, client type, or SLA requirements.
  3. Task Automation: Configure workflows to automate common actions, such as assigning tickets to team members or sending follow-up reminders.
  4. Custom Views and Filters: Create views and filters that allow team members to quickly access their assigned tickets and track resolution progress.
  5. Dashboard Development: Build dashboards to monitor ticket resolution times, customer satisfaction, and team performance.
  6. Testing and Training: Test the workspace with real or sample tickets and train your team to use the tools effectively.

Requirements

  • Input on ticket prioritization criteria and SLA policies.
  • Collaboration to define task automation rules and custom filters.
  • Feedback during testing to ensure the workspace aligns with team workflows.
  • A list of metrics to include in performance dashboards (e.g., average resolution time, ticket volume).

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Centralized workspace for managing all customer service tickets.
  • Prioritized workflows ensure urgent issues are addressed promptly.
  • Automation reduces manual tasks, freeing up time for meaningful client interactions.
  • Improved visibility into team performance and customer satisfaction through dashboards.