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HubSpot Help Desk Support Protocols

These protocols apply to support conversations initiated by customers or leads via HubSpot channels—including the support ticket form, chat widget, or email. They do not apply to:

  • Marketing campaign responses
  • Product feedback forms
  • Automated system messages (unless they require support follow-up)

Key Targets

  • First Response: < 5 min (median)
  • Customer Satisfaction: ≥ 80% positive
  • Ticket Closure: Only when resolved or customer unresponsive

Before Responding

Check:

  • Contact’s name/role, school, and location
  • Ticket source (chat, email, form)
  • Past tickets or recurring issues
  • Customer status (lead vs. paying)
  • Relevant products or integrations

Step 1: First Response

Tone: Friendly, professional, efficient

  • Chat: Respond immediately
  • Email/Form: Send full reply
  • Templates:
    • Name known: Hi [Name], thanks for reaching out. Happy to help!
    • Name unknown: Hi there! Thanks for contacting us—happy to assist.

Step 2: Set Expectations

  • Confirm issue received
  • Explain if solution is immediate or more info needed
  • Provide next update timing

Scenarios:

  • Quick Answer: Provide solution + “Does this answer your question?”
  • Need Info: Ask for class/student name, task, device/browser, screenshots
  • Investigating: “I’ll update you within an hour” or “Passed to engineering, usually 1–2 days”

Step 3: Resolve & Confirm

  • Explain fix briefly
  • Ask: “Does that help clarify?” or “Anything else I can assist with today?”

Step 4: Following Up & Closing Tickets

Use HubSpot snooze to manage follow-ups:

  • Waiting on Customer:
    • Status: Waiting on customer
    • Snooze ticket 24–48 hrs to bring back to inbox
    • No separate task needed unless extra tracking required

Follow-up message:
Hi [Name], just checking in to see if you had a chance to review. Let me know if you’re still experiencing the issue or need any help!

HubSpot-Specific Tips

  • Use ticket properties to tag issue types: Technical Issue / Feature Request / General Inquiry. Selecting the correct category also helps track feedback, report trends, and identify recurring issues.
  • Personalize responses, even when using Snippets
  • Use Tasks or @mention teammates for collaboration/escalation
  • Keep Ticket Status updated: New / Waiting on contact / Waiting on us / Closed

CSAT Ratings

  • One survey per ticket; reopened/closed tickets don’t trigger repeats