1. AI/machine learning
HubSpot’s Service Hub doesn’t yet offer keyword recognition and automated support request routing based on ticket contents. This surprised us because it’s a popular feature in other service desk applications. We’d love to see this capability added to speed up the process of getting tickets to the right agents. Today, the only workaround is to manually route tickets.
On the topic of AI/machine learning, HubSpot recently released some conversational intelligence tools in the Enterprise tier, which provide real-time insight into calls with automatic recording, transcriptions, and call analysis. This allows team leaders to coach their agents and gain better visibility into customer conversations.
2. Support request tagging
For people who are accustomed to “tagging” customer support requests, this isn’t really how it works in Service Hub. Instead, the product relies on lists, views, and filters. Since we prefer the tagging experience, this was definitely a downside for us.
Note that the lack of a tagging feature does not limit your ability to enter tickets into workflows, triggers, or automations, or assign them to specific agents.
One workaround is to create “categories” and manually categorize your support requests. Although it’s not as intuitive for new users, this will give you a similar outcome to tagging.
To set up this workaround, create a custom view based on a filter, then pin that view to the top of the tickets page.
Note, you can also create multiple pipelines. For instance, you can have one pipeline for Tech Support, another for Customer Support, and a third for Development.
We also found the reporting feature to be less robust in the Free and Starter versions than in other service desk applications. Fortunately, Professional and Enterprise tier users have the ability to create custom reports, so you could consider moving to one of these tiers:
- Professional: Add additional sections to your contact, company, deal, and ticket record layouts. You can create up to 20 custom views per object type.
- Enterprise: Create conditional layouts based on team, pipeline, and more. You can create up to 20 custom views per object type.
The built-in reporting included with the Enterprise tier will likely serve the reporting needs of most organizations, so that is definitely something to keep in mind as you evaluate the software. Beyond that, HubSpot does offer a reporting add-on for Service Hub. However, we suggest that you identify the things you want to measure to determine if you really need it, before you make a decision.
Service Hub is one of HubSpot’s newer modules, so we anticipate that over time they will continue to grow the reporting capability based on how agents are using the software.
4. Searching tickets
Today, searching for tickets is not easy in Service Hub. Even though there is a Search function, it’s limited to simple searches of ID, name, or subject. You cannot search on ticket stage, status, priority, or customer name, for example.
This means it takes longer for agents to track down specific tickets. Imagine you’re looking for a ticket that belongs to a specific customer, but you don't know which agent the ticket was originally assigned to — it can take a while to find the ticket in question without a comprehensive Search capability.
The best workaround right now is to search based on the subject of the ticket. Otherwise, you can use specific views to narrow down ticket characteristics. As HubSpot continues to refine Service Hub, we hope to see more robust search capabilities built into the product.
HubSpot’s Service Hub offers all the basic features you need in customer service software. It’s simple to get started, with a Free tier, and can scale with your business. Overall, despite the lack of keyword recognition in ticket content, the inability to tag tickets, the limited reporting capabilities at the lower tiers, and limited search capabilities today, we think it offers a great user experience and will fit the customer service requirements of many companies.
If you haven’t tried HubSpot’s Service Hub yet, we highly recommend you sign up for a free TestBox account and take it for a spin.
About Simple Strat
We partnered with Simple Strat to build the HubSpot configuration and use cases that you see in TestBox. Simple Strat is a Platinum-Certified HubSpot Solutions Provider serving clients nationwide. They provide HubSpot consulting and implementation along with stand-out content marketing for B2B tech companies worldwide. Learn more at simplestrat.com.