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SLA Management

Prioritize incoming requests based on importance to ensure your team is meeting your customers’ expectations.

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  • Set SLAs to optimize and manage your customer support team

  • Report on team performance to continuously improve

  • Build SLAs based on ticket properties

  1. Provide transparency for customers and clarity for reps.

    Your team and customers can get frustrated without clear SLAs. Tickets get lost in the shuffle as reps don’t know what to prioritize. Without clear goals and benchmarks, reps don't know if they're meeting expectations or how to improve.

    With SLAs in HubSpot's Service Hub, you can set working hours, build in automation, and report on attainment. Meet and exceed your customers’ expectations, give clarity on priorities to your team, and provide transparency for your customers.

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  1. Create SLAs based on ticket properties.

    Don’t leave your customers wondering when they will hear from your team. Establish SLAs for time to first response and time to close. Give your customers the predictability and transparency they need to feel prioritized and see their issues resolved.

  2. Triage and prioritize unresolved issues.

    Unresolved tickets can pile up, burying your team under endless requests. Prevent burnout with SLAs that make issue prioritization a breeze. Use the visual real-time indicator to show how much time is left to meet those SLAs and which tickets are about to breach their SLA.

  3. Improve SLA metrics with automation and reporting.

    Leverage the power of automation in HubSpot to build custom workflows based on SLAs. Alert your reps before a breach so they can act quickly to resolve the issue. Identify issues that prevent attainment by reviewing reports for each channel, inbox, and rep.

Have questions? Give us a call and we'll walk you through it.

+1 888-482-7768

Anytime you have a more robust picture of a customer, your interactions with the customer are going to be better. HubSpot gives us that complete picture.

RICK RAVEN

Director of Customer Success

Studio Designer

Related Resources

If you’re interested in SLA management, these related resources may help.

Frequently Asked Questions

  • Service level agreements, or SLAs, are timelines for response and resolution that your customer service team commits to. They are a core part of customer support that allow your team to prioritize incoming tickets based on their importance.

  • You can get started with Service Hub for free. If you want more advanced features to help automate and scale your support operations, HubSpot offers premium features with Starter, Professional, and Enterprise editions.

  • Absolutely. There is no programming required to start using Service Hub. We've created Service Hub with automation and contextual guidance built right in so you can start scaling your support operations in minutes, not months. And if you're looking for more customization and expertise, our solutions partners offer specialized support to help you get the most out of HubSpot.

  • You'll find more than 1,000 custom integrations in our App Marketplace. From Jira to Slack to Facebook Messenger, it's easy to connect HubSpot to your service team's favorite tools in just a few clicks. Spend less time toggling between different tools and more time working with your customers.