topic Re: Use case and benefits of using Object? in Tips, Tricks & Best Practices

Use case and benefits of using Object?

TMessi — Thu, 27 Feb 2025 12:50:57 GMT

Hello

I am currently reviewing the service feature, and i have a bit of a hard time to understand the value it is providing.

I have a potential use case, that we are currently handling with tickets in Hubspot, and I wonder if moving this process to a Service might bring benefits or not. Has anyone implemented a successful Service and what are the positive aspects of using this object V a ticket for example?

Re: Use case and benefits of using Object?

karstenkoehler — Thu, 27 Feb 2025 12:57:11 GMT

Hi @TMessi,

Could you describe your use case in a bit more detail? The broad answer would be: yes, the service hub with its helpdesk and ticket records is very useful for managing incoming request from customers, reporting on it, and potentially also manage other after-sales processes.

The service hub in HubSpot revolves around the ticket object. (Main objects in HubSpot are contacts, companies, deals, tickets. In other words, there is no distinction between object and ticket. The ticket is an object type.)

Best regards

Re: Use case and benefits of using Object?

TMessi — Thu, 27 Feb 2025 13:22:12 GMT

Hi Karsten!

I was referring to the Service object and not Hubspot Service Helpdesk 🙂 **bleep** them for using the same word 🙂

Re: Use case and benefits of using Object?

TMessi — Thu, 27 Feb 2025 14:16:16 GMT

So I am rereading my post and my title, and it looks like I forgot some words and use incorrect ones, my bad.

So to go from the start :

I am reviewing the service Object feature (not Hubspot Service) and I still do not know what would be the benefits of using it, VS the other Objects.

My use case is : we are offering a CAD file support for our platform (when customers are not able to create and provide their own files), and currently we are using a form and a ticket pipeline to handle those requests. My first thought was that this service we are providing to our customers, sounds like a case for the Service object. But at the end, which value would it provide to manage our process with a Service Object V the current set up we have?

Re: Use case and benefits of using Object?

karstenkoehler — Thu, 27 Feb 2025 14:21:26 GMT

@TMessi the service and the ticket object behave in a very similar way, both have a pipeline logic to it, both are be default sortable by category.

The main difference is that the service object comes with properties like 'Amount paid', 'Amount remaining', 'Total cost', 'Start date' and 'Target end date' etc – so there's a price / billing component that the ticket object does not have (out of the box, but which can be easily added as custom properties).

In other words, if you have an existing process set up on the ticket object, I would probably not migrate it to the services object – unless you think the 'Ticket' name is misleading and think 'Services' is better suited.

Best regards!

Re: Use case and benefits of using Object?

TMessi — Thu, 27 Feb 2025 19:50:06 GMT

That was my thought too, maybe some new features will come in the future, but as of now the process is working quite good.

Thanks for the input!

Re: Use case and benefits of using Object?

pnawale — Thu, 06 Mar 2025 20:51:04 GMT

I was wondering the same. The only difference I see is that the Service object will not show up in the HelpDesk space but the ticket will.

Thanks

Paresh

Re: Use case and benefits of using Object?

TMessi — Mon, 10 Mar 2025 10:14:09 GMT

Yes that is also a benefit that I see, since we have moved to Helpdesk too. But the effort of moving our current tickets processes are gigantic too 😄 and the risk high .. thanks for the input!

Re: Use case and benefits of using Object?

AllanFormigoni — Mon, 28 Apr 2025 10:16:00 GMT

If your CAD file process is fairly quick (submit request → deliver file → close case), tickets are the simplest tool and probably still the right one.

Moving it to Services would make more sense if you eventually:

Want to track longer-term delivery steps (e.g., multiple file revisions, project management milestones).
Need dedicated pipelines with different phases beyond basic ticket statuses.
Care about separating service delivery reporting from reactive support.
Plan to sell or package this CAD service separately from support and want to track its success independently.

Right now, it sounds like the value you’d get from moving to the Service object would be minimal — and you’d probably just be adding complexity.

Hope this helps you feel confident sticking with tickets for now!