ServiceHub: SLA

liberworm

It would be great to be able to enable service level agreement criteria for tickets. We currently use workflows to do this but it is a cumbersome approach. 

2 Replies
finn
Top Contributor

+1

 

Part of all Zendesk plans. Would be good to have in Hubspot.

mustardjuggler
Member

No SLA management - no service management. This as a kick-out criterion. Yes, some of the workflows can be created manually in Hubsport, but it's cumbersome, and why would I go through that pain if other tools (Zendesk, Jira SM) support it out of the box. Hubspot is still far away from an ITIL-aligned service management implementation. Focus is put on the simplicity of the end-customer interaction (understandably - that's where Hubspot excels), but what is missing is the ITIL process-driven MANAGEMENT of the service. I'd like to see a lot more devlopment efforts in that area, but there is nothing in the product roadmaps the Hubspot support team was able to point me to, so I have to assume that this isn't very high on their agenda.