Ticketing system, live chat, knowledge base, customer feedback surveys, reporting dashboard, automation tools, and integration with CRM data to provide full context on client relationships.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
HubSpot Service Hub provides a ticketing system for clients and staff to open new support tickets. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Tickets can be assigned automatically or manually to agents in HubSpot Service Hub. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Priority levels and custom properties allow ticket prioritization. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Tickets can be categorized using properties such as issue type or department. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
HubSpot tracks ticket status (open, in progress, closed, etc.). | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Not as far as we are aware.* Bulk ticket editing (mass editing multiple tickets) is limited; some bulk operations exist but it is not as comprehensive as some enterprise solutions. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields are available as custom properties on tickets. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Not as far as we are aware.* No built-in merge/split ticket feature, but workarounds exist by linking tickets and automation. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Ticket templates (snippets, workflows) are available for streamlined creation. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated workflows can route tickets to the correct agent or team. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Files and attachments can be added to tickets. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automatic email notifications and alerts for ticket updates/status changes. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
HubSpot keeps a complete activity log on each ticket, including all actions and communications. |
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Email Integration Two-way ticket communication via email. |
Two-way email integration is native in HubSpot. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Live chat is a built-in feature for agent-client communication. | |
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SMS Notifications Notification and response support via SMS. |
SMS notifications can be enabled via integrations/add-ons. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call logging is included through integrated calling or third-party integrations. | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Integrates with Facebook, Twitter, etc. for social ticketing and communication. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses and follow-ups can be set up using workflows and templates. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multi-language support for client communications is available. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Clients can access a web portal for submitting and tracking services. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client feedback and CSAT survey tools are built-in. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
SLAs and automated updates can be configured for client awareness and compliance. |
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CRM Integration Direct integration with customer relationship management systems. |
Direct, native integration with HubSpot CRM. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Comprehensive REST APIs provided for custom integrations. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhook support is included for outbound notifications. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
HubSpot Knowledge Base is natively integrated and linked to ticket workflows. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single Sign-On with SAML and other providers is available. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Integrates with Google Calendar, Outlook, etc. for scheduling. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Report data can be exported and integrated with business intelligence tools. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Third-party chatbots can be integrated via API and marketplace add-ons. |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment is supported by workflow automation. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows are available via automations for tickets. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macro/template (snippets, quick actions) provided for streamlined operations. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules can be set via SLAs and custom workflows. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Deadlines/enforcement for SLAs supported via automations. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate tickets can be flagged with custom workflows and automation. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions and reminders are configurable within automations. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows can be designed with custom automations and pipeline stages. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Automated follow-up reminders for agents and clients are supported. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing is handled via automated ticket assignments and rotations. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Live dashboards visualize ticket stats, SLAs, agent performance, etc. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom reports can be built using reports dashboards. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Reports and ticket data can be exported to CSV, Excel, and more. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Automated and scheduled reporting are supported in reporting dashboard. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Dashboard and reporting tools provide analytics on agent performance. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
CSAT surveys and tracking are supported. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis available in the reporting dashboard. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
All data in-transit and at-rest is encrypted (industry standard, confirmed in security documentation). | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control via permissions and user roles provided. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Comprehensive activity/audit logs are available. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Offers features to help achieve GDPR/CCPA compliance (privacy tools, data deletion, etc.). | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Data retention policies are configurable for archiving/purging ticket data. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-Factor Authentication is supported for user accounts. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting included in security controls. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout controls are available per security documentation. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Sensitive information can be masked/redacted using user permissions and custom views. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response features for breach notification and monitoring provided. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive web interface for desktop, tablet, and phones. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboards and widgets for different users. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions on tickets, such as assign or close, are possible. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts available across the platform. | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode is available in the HubSpot interface. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Compliance with accessibility standards (WCAG 2.1) noted in documentation. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search feature spans tickets, clients, and knowledge base. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
The interface is intuitive and designed for quick navigation. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notification center for alerts and reminders. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated searchable knowledge base provided. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered article suggestions based on ticket content are included. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service portal with solutions and ticket submission is included. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
No information available | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics reports available for knowledge base optimization. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Article feedback (ratings, comments) is supported. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version control for articles present for editing history. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base feature supports articles in various languages. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Portal can be branded with custom logo and colors. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain support is available for branding the client portal. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Notification and other emails can be customized for style. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields are supported for business-specific data. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
The solution supports white-labeling for client presentation needs. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows, particularly for brokerages, can be built. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization options available: language, time, region can be adjusted. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Service is delivered as a secure, multi-tenant cloud SaaS. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
No information available | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Redundancy and failover are built-in in HubSpot's cloud architecture. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Disaster recovery plans included in HubSpot's cloud offering. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Platform is horizontally scalable (cloud-native multi-tenant solution). | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile apps available for iOS and Android for agents/admin. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
No information available |
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support is available for paid plans. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account management is available with enterprise contracts. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Onboarding and implementation support are standard features. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Extensive online training materials and live sessions are available. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Data migration assistance from third-party systems is available. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development options are available via HubSpot Solutions Partners. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Knowledge base/help center articles and documentation are comprehensive. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
HubSpot maintains user community forums for peer support. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
SLAs are defined for downtime, response, and resolution on paid plans. |
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