How to setup Support Tiers/Buckets

Service Hub Tickets & Conversations
1

Hi. We are in the process of implementing HubSpot Service and moving from Salesforce.
Our current support process allows my team to assign a support ticket to a certain tier/queue. For example, a simple support case comes in, and remains in “tier 1”. Now if a case came in and needed to be escalated, it would be moved to “tier 2” which other members of the team would pick up. And finally, we have a “tier 3” which a case is moved to if my dev team needs to be involved.
Any advice on how to setup this in HS?

2

Hi @barbuckle,

The tiers would be set up as a custom ticket property: Create and edit properties

These values can then either be chosen manually by someone who triages tickets or you use a ticket-based workflow to automatically assign tiers based on other ticket criteria.

Let me know if I should elaborate anything in more detail.

Best regards!

3

Thank you. So create a new object under ticker properties. Within in this object, define the tiers that we want a ticket to fall into. Does that sound correct? Also, do you know if you can report based on a custom object?

4

Hi @barbuckle,

Almost!

The term ‘object’ in HubSpot corresponds to contact, ticket, company, deal. Those would be objects.

The tier would be a ‘property’ on the ticket object.

And yes, once created and maintained, it’s easy to pull this tier property in the custom report builder.

Best regards!

5

Setting up support tiers or buckets is like organizing your customer support in different levels based on the type or urgency of the issues. Here’s a simple way to understand it:

  1. Imagine a Help Desk:

    • Picture a help desk where people come with questions or problems.

  2. Different Levels of Help:

    • Now, think of different levels of help based on how urgent or complex the issues are. We’ll call these levels “tiers” or “buckets.”

  3. Tier 1 - Basic Help:

    • Tier 1 is like the first line of support. It handles simple questions or common issues. It’s the go-to place for general help.

  4. Tier 2 - Advanced Help:

    • Tier 2 is for more complicated problems. If Tier 1 can’t solve it, Tier 2 steps in with more expertise. They’re like the specialists.

  5. Tier 3 - Expert Help:

    • Tier 3 is the highest level. It deals with the toughest issues that need deep knowledge or technical skills. These are the experts who can solve almost anything.

  6. Setting Up the Tiers:

    • In a company, you’d set up these tiers by organizing your support team. Tier 1 handles the basic stuff, Tier 2 takes on more challenging issues, and Tier 3 deals with the most complex cases.

  7. Assigning Tickets:

    • When someone asks for help, you assign their question or problem to the right tier. It’s like directing them to the right level of expertise.

  8. Efficient Problem-Solving:

    • This setup helps solve problems efficiently. Simple issues get quick attention, and tougher problems go to the experts who can handle them best.