The challenge
Picture this: a growing company with a great product, loyal customers—and a support system that just couldn’t keep up. Their outdated help desk was clunky, manual, and lacked the kind of automation today’s customers expect. Tickets were routed by hand, historical data lived in silos, and managers had no clear visibility into performance.
On top of that, the support team was stuck in old habits. Training gaps meant agents weren’t sure how to thread replies, create personalized views, or use the customer portal effectively. The lack of clarity wasn’t just frustrating—it was slowing everything down.
This organization knew that if they didn’t modernize, they’d risk burning out their team and losing customer trust. They needed a scalable solution that would:
- Automate ticket intake and routing
- Organize and import years of historical support data
- Provide clear visibility into team performance
- Empower staff to adopt a new way of working with confidence
The solution
Enter HubSpot Service Hub. With the right strategy and a customized rollout, the organization completely transformed the way their support team worked.
Here’s how we approached it:
Built smarter ticket intake
A new form with cascading menus ensured tickets were categorized and routed correctly from the start. No more guesswork, no more lost requests.
Automated the busywork
Workflows were set up to auto-create and assign tickets, plus trigger email notifications to customers when their issue was acknowledged. This created immediate transparency and reduced manual touchpoints.
Migrated historical data without the mess
Using a CSV import and date markers, old tickets were moved into the new system without being mistaken for current cases. This preserved valuable history without muddying the waters.
Trained for real adoption
The support team got hands-on training tailored to their daily workflows—things like threading replies, setting up views, and understanding internal vs. external notes. We also pointed them toward HubSpot Academy so learning could continue long after onboarding.
Gave leadership the right lens
Custom dashboards and reports made it easy to track ticket volume, resolution times, and category-specific trends. For the first time, leaders had the data they needed to see where the team was excelling—and where they needed more support.
The results
- Faster, more efficient support: Tickets flowed through the system without manual routing, and customers received timely updates automatically.
- Clearer performance tracking: With custom dashboards, leaders could identify bottlenecks and make informed decisions about training and staffing.
- Team adoption and confidence: Staff didn’t just learn the new system—they embraced it, gaining confidence in managing their own pipelines and automations.
- Smooth handoff: At the end of the engagement, the client’s customer success manager inherited a well-oiled system, and the team felt equipped to keep driving improvements independently.
The impact
What started as a pain point—a help desk that couldn’t keep up—turned into a strength. By pairing process automation with thoughtful training and clean data migration, this organization built a support system that works smarter, not harder.
Now, their customers get timely, transparent updates, their team spends less time on repetitive admin tasks, and leadership has the insights they need to keep improving.
This case study is proof that with the right tools and guidance, even a struggling support team can evolve into a proactive, data-driven customer experience powerhouse.
