HubSpot tickets, a feature of HubSpot's Service Hub, help businesses manage, track, and organize customer support inquiries. They serve as a centralized place to log and monitor customer interactions, ensuring that support requests are addressed efficiently and with full context.
When a customer submits a support request via email, chat, or other communication channels, a ticket can be created in HubSpot. Support agents can then access, update, and resolve these tickets while maintaining a clear record of customer interactions. Tickets can be assigned to different team members, categorized based on issue type, and prioritized to ensure timely resolution.
Ticket routing and rep load management are critical for providing timely service to customers who have questions. But there are some common issues with HubSpot ticket routing that can gum up the gears of your support operations:
- Inefficient routing: If tickets are not routed to the appropriate support reps or teams, response times and resolutions may be delayed, undermining customer satisfaction.
- Uneven workload distribution: Without proper load management, some support agents may be overwhelmed with too many tickets, while others have too few. This imbalance can lead to burnout, reduced productivity, and longer resolution times.
- Ineffective prioritization: If tickets are not prioritized based by urgency, high-priority issues may be left unaddressed, causing frustration for customers and potentially damaging relationships.
- Inadequate reporting: Without a clear view of ticket routing and load management, it can be challenging to identify inefficiencies and bottlenecks in the support process, hindering your ability to make data-driven decisions and improve operations.
By addressing problems with ticket routing and load management, businesses can optimize their support processes, improve customer satisfaction, and enhance overall business performance.
How HubSpot Ticket Routing Issues Impact Your Business
When HubSpot ticket routing and load management are less than ideal, businesses' growth and brand reputation can suffer. Here are a few of the potential impacts of suboptimal ticket routing and load management:
Decreased customer satisfaction: Inefficient ticket routing and load management can lead to delayed response times and resolutions. Customers may become frustrated with slow or ineffective support and develop a poor opinion of the brand. This can harm the company's reputation and lead to negative word-of-mouth, making it harder to attract and retain customers.
Reduced efficiency and morale: Poor ticket routing and workload distribution can place unnecessary strain on support agents who may struggle to keep up with the demands. Additionally, the stress associated with an unbalanced workload takes a toll on employee morale, leading to increased turnover and the added costs of hiring and training new employees.
Higher operational costs: Inefficient routing can lead to increased operational costs, as more resources may be required to handle support requests and address customer dissatisfaction. In the long run, this can impact a company's profitability.
Damaged brand reputation: A poor customer support experience can significantly damage a company's brand reputation. In the age of social media and online reviews, negative feedback can spread quickly, making it difficult for the company to rebuild its image and regain customer trust.
Inability to reliably identify process issues: When ticket routing and load management are not optimized, it can be challenging to identify and address issues within the customer support process. This lack of visibility can hinder the company's ability to make data-driven improvements, resulting in ongoing inefficiencies and customer dissatisfaction.
By addressing the problems associated with HubSpot ticket routing and load management, businesses can optimize their support processes, improve customer satisfaction, and mitigate the negative impacts on their operations and reputation.
Why Ticket Routing and Load Management Can Be Difficult in HubSpot
Ticket routing and load management are essential aspects of customer support. However, in HubSpot, achieving efficient routing and balancing workloads can be challenging due to certain limitations and complexities. There are a number of reasons that ticket routing and load management can be difficult in HubSpot. Let’s take a look.
Automatic Assignments Are Too Simplistic for Larger Operations
HubSpot allows for automatic ticket assignment to teams or individuals based on pipeline. While this is useful, the lack of more granular control of ticket assignment based on the content of the ticket makes it difficult to ensure that tickets are routed to the most appropriate agents.
Automatic ticket assignment is based primarily on the pipeline that the ticket is assigned to. So, for example, a ticket in your customer support pipeline could be assigned to an individual, to a team, or rotated among the team members based on the number of tickets each rep is currently assigned.
For example, you may want enterprise billing questions to go to a specific person, but that would be difficult without creating a whole new pipeline to facilitate the assignment, which adds complexity to support operations that can make it more difficult to organize.
For more advanced ticket routing and load management, companies will need to use HubSpot Workflows, the platform’s primary feature for automating processes. However, you need to have a Professional subscription to gain access to Workflows.
Matching Ticket Owners With Contacts or Companies
In HubSpot, it is impossible to match the ticket owner with the contact or company owner without using Workflows. Even with Workflows, this task can be difficult, requiring the copying of fields between objects. This limitation can make maintaining consistency across customer interactions challenging and ensuring that support agents are working with the right information.
Without matching owners, you may have situations where different people on your team are helping the same person or account, which can lead to confusing situations and customers receiving conflicting information.
Missing Associations Impact Prioritization
In some cases, HubSpot tickets may have missing associations to contacts, companies, or deals, making it difficult to route tickets accurately and manage workloads effectively.
For example, you might want tickets from enterprise accounts to go to a specific person or team. But if the ticket was not associated with a company or deal that identifies it as an enterprise account, there is no reliable way to ensure the ticket ends up in the right place.
This can result in a disjointed customer support experience and hinder the ability to resolve issues efficiently.
Third-Party Routing Apps Can Be Difficult To Navigate
Businesses may use third-party apps with routing features to overcome some of HubSpot's limitations in ticket routing and load management. However, integrating these features can add complexity and cost to the customer support process, and compatibility issues may arise.
You’ll need to ensure that ticket routing in the third-party app is synced with HubSpot and that the assignments are accurately reflected in HubSpot CRM. But every third-party app comes with its own quirks and considerations that may require a unique solution.
Advanced Routing Requires Workflows
Workflows in HubSpot provide a high level of control for ticket routing and load management, but they are only available for Professional subscribers. As a result, businesses on smaller plans have limited options for advanced ticket routing, potentially leading to inefficiencies in their customer support processes.
Despite these challenges, businesses can still work to optimize their HubSpot ticket routing and load management by exploring available features, upgrading to higher-tier plans, or considering third-party solutions. By addressing these difficulties, businesses can improve their customer support processes and deliver a better customer experience.
How Insycle Helps Alleviate the Pain of HubSpot Ticket Management
Insycle allows you to control ticket routing and rep load management in advanced ways, using any field in your database as a potential variable for identifying routing paths and automating those processes.
In larger companies, ticket routing and assignment logic can get complicated. Maybe you have many different products or service many geographical regions. Or maybe you want to route leads based on previous interactions with your company.
Insycle can be a valuable tool in these situations, making detailed ticket routing and load management easier. Let’s explore how.
Easily Analyze and Balance Ticket Loads
First, using Insycle, you can quickly evaluate your tickets to get a bird’s-eye view on which tickets have been assigned to whom in the Group & Update module. You can filter the results using any field in your database.
Analyzing current ticket assignments in Insycle
Then, you can re-assign tickets based on your findings.
Updating HubSpot ticket owners for load balancing in Insycle
This will help you to identify and fix a ticket load imbalance in the present. But what if you want to automate ticket assignments in the future?
Automatically Route Tickets in Advanced Ways
With Insycle’s Bulk Operations module, you can create rules around automatic ticket assignments to ensure that every ticket ends up in the hands of the right person. For example, if you wanted to assign tickets in a specific pipeline to a specific rep, you could do something like this:
Creating ticket routing rules in Insycle
You can also create more advanced routing templates. For instance, you could route tickets that include terms like “price,” “pricing,” or “billing,” in the ticket description to a specific member of your team.
Routing tickets based on the ticket description with Insycle
Automate Ticket Routing
Finally, you can automate templates to ensure that you are enforcing your ticket assignment rules on an ongoing basis. You can schedule these templates to run hourly, daily, weekly, and monthly.
Automating HubSpot ticket routing on a set schedule
Or, you can inject them straight into your HubSpot Workflows to properly route your tickets immediately after they enter HubSpot CRM.
Routing tickets in HubSpot Workflows with Insycle
Using Insycle's HubSpot Workflows integration, you can automate ticket management tasks like ticket routing, data cleaning, associations, or deduplication, ensuring that they happen immediately after the ticket is created and before your support agent begins to engage with the customer.
Insycle Is a Complete HubSpot Data Management Solution
Insycle provides HubSpot businesses with the resources they need to efficiently handle HubSpot ticket load balancing and routing, overcoming common challenges in these areas. With Insycle, you can effectively distribute tickets in advanced ways among support agents, ensuring optimal routing and workload management, which ultimately leads to improved processes, reporting, and customer experience.
However, optimizing HubSpot ticket load balancing and routing is just one aspect of data management that Insycle can assist with. Insycle is a comprehensive customer data management platform that covers data analysis, updating, cleaning, operations, and collaboration. It enables operations teams to address HubSpot data quality issues in bulk and automate essential data tasks that are typically addressed manually.
Without Insycle, maintaining data quality can be a significant challenge for organizations. By leveraging Insycle, you gain insight into your data quality concerns and can rectify them while devising documented processes tailored to your organization. Discover how Insycle can support your management of customer data in HubSpot and enhance your HubSpot ticket load balancing and routing, ultimately elevating customer support and the overall customer experience.