Service Hub
Stop losing customers. Start retaining them.
— No tab-switching. No lost context. No missed renewals.
Not just a help desk.
A complete customer retention engine.
HubSpot Service Hub is purpose-built for modern CS and support teams. Every ticket, conversation, and feedback response lives in the same CRM record as your sales pipeline and marketing history, so your team always has full context, and churn never sneaks up on you.
Built on the Smart CRM
Every ticket is attached to a contact and company record. Agents see open deals, lifecycle stage, NPS history, and previous conversations before they type a word.
AI-powered at every step
Breeze AI drafts replies from ticket thread and CRM history, summarises multi-thread tickets in seconds, scores churn risk across your book of business.
Scales with your team
Start on Free with a shared inbox and basic ticketing. Add SLAs, knowledge base, and AI chatbot on Professional. Unlock conversation intelligence and predictive churn on Enterprise.
Ticketing & Shared Inbox
Omnichannel inbox, email, chat, form, and call, routed, prioritised, and SLA-tracked in one queue.
Live Chat & AI Chatbot
24/7 Breeze-powered chatbot trained on your KB; seamless agent handoff with full conversation transcript.
Knowledge Base
SEO-indexed self-serve article library with ticket deflection tracking and search-gap analytics built in.
CSAT, NPS & CES Surveys
Feedback surveys auto-triggered at ticket close, lifecycle milestones, and key product touchpoints.
Service Analytics & Reporting
Real-time dashboards: volume, SLA attainment, CSAT trends, agent performance, and churn risk signals.
— Key Features
Everything your service team needs.
Every feature in Service Hub is connected to the CRM. No data silos, no integrations to maintain, no context lost between teams or tools.
Ticket Management & SLA Governance
Tickets created automatically from every inbound channel. SLA timers configured per pipeline stage, customer tier, and issue type. Escalation automation triggered before breach.
Omnichannel Shared Inbox
Email, live chat, WhatsApp, phone, web form, all routed into a single shared inbox with unified agent views. Conversations assigned by issue type, language, or team.
Knowledge Base
Article library structured around your ticket taxonomy. Published and SEO-indexed for organic search. Surfaced in the chatbot, in ticket sidebars, and in agent reply windows.
Customer Feedback Surveys
CSAT surveys triggered on ticket close. NPS enrolled at 30, 60, and 90-day lifecycle milestones. CES at onboarding and renewal touchpoints. All responses written to contact records.
Service Reporting & Dashboards
Custom dashboards built for three audiences: agents (SLA attainment), managers (CSAT, escalation trends), and leadership (volume forecast, churn risk, cost-per-ticket).
CRM-Native Customer Visibility
Agents see the account's deal history, lifecycle stage, last marketing touch, and open tickets, all in the same view where they write replies. No tool-switching. No re-entry.
BREEZE AI, HUBSPOT'S NATIVE INTELLIGENCE LAYER
Six AI capabilities. Zero prompt engineering.
Breeze AI is embedded directly into Service Hub, trained on your CRM data, your ticket history, and your knowledge base. No AI tools to integrate, no data to export.
AI Reply Drafts
Breeze reads the full thread, pulls the customer's CRM history, and drafts a complete reply, matching your brand tone and addressing the specific issue.
Ticket Summarisation
On any multi-thread ticket, Breeze generates a structured summary: the original issue, what's been tried, what's currently blocking resolution, and the recommended next step.
AI Chatbot (Breeze)
Trained on your published knowledge base and responds with article content, not hallucinated answers. Qualifies issue type, collects triage details, and routes to the correct team.
Churn Risk Scoring
Breeze scores each account continuously across three signals: ticket sentiment trend, ticket frequency, and NPS trajectory over the past 90 days.
Knowledge Gap Detection
Breeze analyses search queries that returned zero results, and recurring ticket topics that have no associated KB article. Surfaces a prioritised list of articles to create.
CSAT Prediction
Before a CSAT survey is sent, Breeze predicts the likely score using resolution time relative to SLA, back-and-forth message count, and sentiment of the final agent reply.
WHAT WE DELIVER
Three engagement shapes. Eighteen Service Hub services.
Pick the shape that matches where you are. Each has its own delivery rhythm and pricing model.
Net-new Service Hub build
Greenfield setup scoped from scratch. Object model design, ticket pipeline architecture, SLA configuration, property schema, user role setup, team structure, and agent onboarding. Delivered in 4–6 weeks with a formal sign-off gate at each of the five implementation phases.
Help desk & shared inbox setup
Every inbound channel connected, email, live chat, web forms, and phone. Routing rules defined by issue type, priority, and team. SLA timers configured per pipeline stage. Ticket views built for each agent role. No ticket falls through a gap on day one or any day after.
Knowledge base build
Article taxonomy designed around your top ticket categories. Initial article library written or migrated from existing documentation. SEO metadata structured for organic discoverability. Deflection tracking and search-gap analytics enabled from launch.
AI chatbot configuration
Breeze chatbot trained on your published knowledge base. Conversation flows built for your top ten issue types. Triage data collection configured, account ID, error message, affected area. Handoff triggers and fallback routing tested end-to-end before go-live.
Feedback & NPS programme
CSAT surveys triggered on ticket close. NPS campaigns enrolled at 30, 60, and 90-day lifecycle milestones. CES surveys deployed at onboarding and renewal touchpoints. All responses mapped to contact records, included in reporting dashboards.
Forecasting & service reporting
Custom dashboards built for three audiences- agents, team leads, and leadership. AI-assisted volume forecasting configured so staffing decisions are made ahead of spikes, not during them.
HUB EXPERIENCE
Why work with a Certified Partner?
Direct access to HubSpot's partner support line - resolution in hours, not days. Early access to beta features. A track record of implementations that actually get used.
HubSpot Solutions Partner
Certified implementation partner, verfied by HubSpot.
Service Hub Certified
Platform specific certification - not just generic HubSpot.
CRM Implementation
Data model design, migration and integration certified.
Partner Support Access
Direct line to HubSpot engineering - not the help docs.
4.9
Avg client satisfaction score
Across all Service Hub implementations
72h
Avg time to first value
Tickets flowing, routing live, team trained
0
Failed migrations
100% of data migrations completed without loss
INTEGRATIONS
Connects to the tools your team already uses.
Service Hub integrates natively with the tools in your stack, no middleware, no brittle Zapier chains. We configure and test every integration as part of the implementation.
Gmail
Email sync
Outlook
Email sync
Slack
Ticket alerts
Jira
Escalations
Salesforce
CRM sync
Stripe
Billing alerts
Zapier
Custom flows
Messaging
Intercom
Migration
Zendesk
Migration
Looker
Analytics
Custom API
Any system
HubSpot App Marketplace has 1,500+ native integrations. We scope the right ones for your stack, not every available option.
IMPLEMENTATION PROCESS
Five phases.
Zero surprises.
Every implementation follows the same structured delivery process, with a formal sign-off gate between each phase. You know exactly where things are at every point.
Discovery
Support process audit, current tool stack review, SLA requirements, data model assessment, tier selection
Architecture
Ticket pipeline design, property schema, routing logic, SLA configuration, knowledge base taxonomy
Configuration
Automation workflows, chatbot flows, feedback surveys, integration connections, reporting dashboards
Migration
Ticket history, contact records, KB articles, migrated, deduplicated, and validated against source data
Enablement
Role-based agent and manager training, go-live support, and a 30-day post-launch check-in session
SERVICE HUB TIERS
Free to Enterprise, which fits your team?
We scope the right tier based on ticket volume, team size, and process complexity, not what's easiest to sell. Every engagement starts with a free discovery call to assess your actual requirements.
Free
£0 - forever
Shared inbox and basic ticketing for small teams. No automation, no SLAs, no sequences, a connected inbox and contact records to start from.
- Shared team inbox
- Basic ticket creation
- Live chat widget
- Contact & company records
- ,SLA management
- ,Knowledge base
- ,Feedback surveys
Starter
From £15/seat/mo
Simple routing, basic SLAs, CSAT surveys, and removed HubSpot branding. Right for small teams with a defined but straightforward support process.
- Basic SLA targets
- Ticket routing automation
- CSAT surveys on close
- Meeting scheduling
- 2 ticket pipelines
- ,Knowledge base
- ,AI chatbot
Professional
From £90/seat/mo
Full knowledge base, AI chatbot, advanced SLAs, multi-channel automation, and custom dashboards. The tier most scaling B2B service teams need.
- Knowledge base (unlimited articles)
- AI chatbot (Breeze)
- Advanced SLAs with escalation
- Custom reports & dashboards
- NPS, CSAT & CES surveys
- Agent playbooks
- 5 ticket pipelines
Enterprise
From £150/seat/mo
Conversation intelligence, predictive churn scoring, custom objects, goal-based onboarding, and advanced permissions for complex CS organisations.
- Everything in Professional
- Conversation intelligence
- Predictive churn scoring
- Custom objects
- Advanced permissions & SSO
- Goal-based onboarding
- Unlimited pipelines
WHO IT'S BUILT FOR
One platform.
Every service role covered.
Service Hub adapts to the workflow of each person who touches the customer relationship, from the agent handling 50 tickets a day to the VP tracking churn across the entire book of business.
Support Agent
Shared inbox with full CRM context, AI-drafted replies, and a ticket queue sorted by SLA urgency. Every reply is informed by the customer's deal history, open issues, and previous interactions, before the agent types a single word. More time resolving, less time reading email chains.
Customer Success Manager
Expansion pipeline, account health scores, NPS trend, open tickets, and product usage data all visible in a single contact record. Sales handoff is instant. Upsell and renewal signals flagged automatically by Breeze churn scoring before the customer raises a concern.
Support Manager
Real-time dashboards on SLA attainment, first-reply time, CSAT by issue type, and agent performance. Coaching playlists built from Breeze conversation intelligence, managers review flagged calls without listening to every recording.
RevOps / CRM Admin
No-code workflow builder for routing, escalation, and SLA logic. Custom objects for non-standard support data structures. Permission sets that mirror your actual team hierarchy. Changes deployed without raising an IT ticket.
VP of Customer Success
Board-ready health dashboards: churn risk by cohort, NPS trend by product line, ticket volume vs. headcount ratio, and cost-per-resolution over time. Renewal pipeline tracked alongside support history and NPS scores, assembled automatically.
Account Executive
Before any renewal call, AEs see the customer's open ticket count, last CSAT score, NPS trajectory, and escalation history, all inside HubSpot. No awkward surprises mid-call. Support context informs the renewal conversation and surfaces genuine expansion opportunities.
— FAQ
Frequently asked questions
Straight answers to what most teams ask before getting started.