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DELIVERY MODULE About 2 weeks

Help Desk & Ticketing

Set up HubSpot's Help Desk with ticket pipelines, SLA tracking and escalation workflows so the support team can manage requests from intake to resolution with full visibility.

Delivery module

AU$960

About 2 weeks

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What this module actually does

Included

Client has a working Help Desk in HubSpot with tickets created automatically from email and form submissions.
Ticket pipelines track support requests through defined statuses from intake to resolution.
SLA targets are live and the team is alerted when a ticket is due soon or overdue.
Escalation workflows automatically reassign or flag tickets that need attention.

Not included

Knowledge base content creation or migration
Live chat or chatbot setup
WhatsApp or social media channel configuration
More than 2 ticket pipelines
More than 3 escalation workflows
Custom SLA reporting dashboards
Skill-based or custom-object-based ticket routing
External notification integrations (Slack, PagerDuty, SMS)
Customer portal setup
Feedback surveys or NPS configuration
Data migration of existing tickets from another system
Ongoing ticket management or monitoring
Training on day-to-day support operations

How it runs

Kickoff

We confirm exactly what the module needs to do and sort out the access we need, so there's no delay once work starts.

Build

We build and configure the module in your portal, working from the scope we agreed.

Handover

You get it tested, documented, and walked through with your team.

What we need from you

A Service Hub Professional or Enterprise subscription, with a Service seat for each person who will answer tickets, needed before Help Desk Requirements and Configuration Plan
Partner Admin access to HubSpot for King Henry, needed before Help Desk Channel Setup
The support email address and who hosts it, needed before Help Desk Channel Setup
Someone who can log in to the support mailbox or add a forwarding rule to it during setup, needed before Help Desk Channel Setup
The forms that should create tickets, needed before Help Desk Channel Setup
Approval of the configuration plan, needed before Help Desk Channel Setup
List of ticket categories or types the team handles, needed before Ticket Pipeline Build
Support hours and time zone, and SLA targets for first reply and close by priority, needed before SLA Configuration
Who should be notified or take over in each escalation, needed before Escalation Workflows
The people who answer tickets, their teams and their working hours set in HubSpot, needed before Ticket Routing and Assignment

What do I actually get at the end?

A part of your HubSpot portal that's built, tested, and documented, plus a handover so your team knows how to use it.

How long does it take?

The timeline shown above is a rough guide for this module, counted in weeks from the point scope and access are confirmed. It moves with how quickly your team can give us access and sign-offs.

Can this be combined with other modules?

Yes. Modules are often bundled into one Build Project, so if you need more than one, we scope them together.

Want this module in your scope?

Enquire and we'll come back with timing and how it fits with everything else you need.

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