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Customer Service & Ticketing

Support, retain, and grow your customer base
Customer Service & CX

Because your customers expect quality and so should you

Streamline processes and empower your customers through better customer service management so you can satisfy your customers every step of the way.

What customer service solutions does Neighbourhood offer?

With customers wanting efficient resolutions faster, ensuring you can deliver while scaling is our speciality; some services we'll love doing for you are...

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Chatbot Development

Offer seamless conversation opportunities to have a 24/7 support 'person' on standby to offer guidance on common FAQs, book meetings and even qualify leads.

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Support Ticketing

Organise and automate processes while having the flexibility to involve several support reps to best solve customer queries, all while completely avoiding human error.

What other customer service tools can we set up?

Live Chat Setup

Connecting you live with your website visitors to engage and convert.

Knowledge Base Setup

Curating an on-brand self-serve customer service library, empowering your customers to solve their queries effortlessly. 

Facebook Messenger Integration

Easy automation to have all of your cross-platform customer engagement homed in a single CRM.

NPS Surveying

Follow how likely your customers are to give positive word-of-mouth about your company.

Customer Feedback Surveying

Discover how satisfied your customers are to discover opportunities to optimise your product, service and overall brand experience.

We're not big on problems, just solutions

Here are some of the problems that have been thrown at us in the past that we've managed to solve. Any of them sound familiar?

Chat to us

"We feel like we could be doing more in offering a great customer experience."

"We're inundated with customer requests and aren't able to deliver consistent customer experience."

"We're needing to offer customer support that's still on brand when our reps aren't online."

"We're needing greater flexibility for our reps to solve customer queries with minimal effort."

What else is included in our service and ticketing package?

  • Centralised Inbox Setup & Management
  • Chatbot set up
  • Chatbot Automation
  • Social platform inbox automation
  • Ticketing Segmentation
  • Team notification set up (Slack/Email) 
  • Ticketing SLA Set up

Which businesses have we helped with customer service?

View all work
All Work ★ Award Winners AI & Automation CRM
Sales & CRM

3D Safety

30%

Reduction in time spent on repetitive tasks

6.4hrs

response time reduced from 3 days

8.5hrs

ticket resolution time reduced from 6 days

HubSpot Onboarding & Support

Outback Insurance Brokers

20mins

Saved per policy

100%

centralisation of data

Better

visibility into sales opportunities

HubSpot Optimisation & Support

On Top Roofing Solutions

416

hours saved annually

30%

increase in quote-to job conversion rates

50%

Reduction in manual tasks through automation

 

Sales Hub

Achieve Australia

5.26%

Increase in form submissions via the contact page

Neighbourhood helps teams deliver faster, smarter customer service using HubSpot Service Hub. We set up ticketing systems, knowledge bases, customer feedback surveys, and service automation that reduce response times and improve customer satisfaction. From help desk configuration and SLA management to live chat and conversational bots, we build service operations that scale with your business — all connected to your CRM for a complete view of every customer.

Frequently asked questions

What is HubSpot Service Hub?

HubSpot Service Hub is a customer service platform that includes ticketing, a shared inbox, knowledge base, customer feedback surveys, live chat, chatbots, and service automation. It's natively connected to HubSpot CRM, so your service team has full context on every customer — their purchase history, marketing interactions, and previous support tickets — all in one place.

How do you set up a ticketing system in HubSpot?

We configure HubSpot's ticketing system to match your support workflows — including custom ticket pipelines, statuses, priority levels, auto-assignment rules, and SLA tracking. We also set up shared inboxes, email-to-ticket conversion, and automated routing so tickets land with the right person instantly. Everything is tracked and reported on in custom dashboards.

Can HubSpot Service Hub replace our existing help desk?

In most cases, yes. HubSpot Service Hub Professional and Enterprise offer ticketing, SLAs, knowledge base, customer portal, feedback surveys, and automation — comparable to platforms like Zendesk or Freshdesk. The key advantage is native CRM integration — your service data lives alongside sales and marketing data, giving you a true 360-degree customer view.

How do knowledge bases work in HubSpot?

HubSpot's knowledge base lets you create a searchable library of help articles, how-to guides, and FAQs that customers can access 24/7. We organise articles by category, optimise them for search, and track which articles reduce ticket volume. The knowledge base integrates with chatbots and live chat, so agents can share articles directly in conversations.

What are SLAs in HubSpot Service Hub?

SLAs (Service Level Agreements) in HubSpot let you set response and resolution time targets for tickets based on priority, pipeline, or other criteria. When an SLA is at risk of being breached, HubSpot automatically escalates — notifying managers, reassigning tickets, or triggering workflows. We configure SLAs that match your actual service commitments.

Can you connect HubSpot Service Hub with other support tools?

Yes. We integrate HubSpot Service Hub with tools like Slack (for internal notifications), Jira (for engineering escalations), Aircall or RingCentral (for phone support), and custom APIs. We also set up Operations Hub data sync for two-way connections with existing platforms during migration periods.

Who is this for?

  • Support teams managing tickets in shared email inboxes or spreadsheets
  • Businesses wanting to consolidate sales, marketing, and service on one platform
  • Companies with growing ticket volumes who need automation and SLAs
  • Teams migrating from Zendesk, Freshdesk, or Intercom to HubSpot
  • Organisations that want customer service data connected to their CRM

Service Hub tiers comparison

Feature Starter Professional Enterprise
Ticketing Basic pipelines Custom pipelines + SLAs Advanced routing + SLAs
Knowledge base — Included Multi-language support
Customer portal — Included Included + custom branding
Feedback surveys — NPS, CSAT, CES Custom surveys + triggers
Automation Basic Workflows + sequences Programmable automation
Live chat & bots Basic chat Custom bots + routing Advanced bots + targeting

Related services from Neighbourhood

  • HubSpot Onboarding & Support — Get your team onboarded and trained on Service Hub
  • Sales & CRM — Close the loop between support tickets and sales opportunities
  • AI Agents — Automate ticket routing and customer response drafts with AI agents

Related services from Neighbourhood

  • HubSpot Onboarding & Support — Get your team onboarded and trained on Service Hub
  • Sales & CRM — Close the loop between support tickets and sales opportunities
  • AI Agents — Automate ticket routing and customer response drafts with AI agents
60%Avg reduction in first response time

Related services from Neighbourhood

  • HubSpot Onboarding & Support — Get your team onboarded and trained on Service Hub
  • Sales & CRM — Close the loop between support tickets and sales opportunities
  • AI Agents — Automate ticket routing and customer response drafts with AI agents
45%Avg ticket volume reduction (with KB)

Related services from Neighbourhood

  • HubSpot Onboarding & Support — Get your team onboarded and trained on Service Hub
  • Sales & CRM — Close the loop between support tickets and sales opportunities
  • AI Agents — Automate ticket routing and customer response drafts with AI agents
4.8/5Avg CSAT score post-implementation

Related services from Neighbourhood

  • HubSpot Onboarding & Support — Get your team onboarded and trained on Service Hub
  • Sales & CRM — Close the loop between support tickets and sales opportunities
  • AI Agents — Automate ticket routing and customer response drafts with AI agents
100+Service Hub implementations

Don't just take it from us

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TRIBECA-LOGO

“Working with Neighbourhood for Flight Centre Travel Academy has been an amazing partnership experience from start to finish. Highlights included sticking to all timeframes, flexibility in approach, SEO and SEM advice and a fun team to work with. Enquiry results from the new website have also seen an immediate spike."

Cameron Boyd
General Manager, Flight Centre Travel Group

"If you are looking for an agency that will feel like an extension of your own team, look no further than Neighbourhood! We engaged Neighbourhood to help us with a significant renovation and continued custom build-out of our HubSpot Professional Growth suite, including solutions across CRM, Sales, Marketing, Service and CMS Hubs and the thousands of features these enable! As a rapidly growing start-up -to scale-up evolving business, with teams and operations in Australia and USA, having effective and scalable systems that enable the business and its people to thrive in these conditions has been integral to our success here at Plungie"

James Murphy
Plungie

“The NBH team have been a massive help throughout multiple projects and support requests. They not only helped solve our challenges but also educated us on HubSpot which has allowed us to gain more value from the platform. Thanks, guys!”

Kim Horner
Australian Institute of Fitness
"We found working with Neighbourhood was an amazing experience. You made the process really easy to understand and were very thorough and made sure we covered all bases with our HubSpot account. You guys were really helpful and you made it really EASY!"
Nicole Eaton
Nutra Organics

“Passionate, creative and innovative agency. Very trusting and easy to collaborate with.”

Rebecca Mancini
Mini Australia

“As the CEO of ATDW, I can unreservedly say that working with NBH has been a game changer for our business. They’re uber smart, refreshingly honest, sincerely committed, highly skilled - and most of all they’re a delight to work with.”

Jan Hutton
ATDW
"I've had engagement with other agencies in the past and I would rate Neighbourhood as one of the best experiences I've had with a marketing agency. The quality of the support, the advice that was given, the professionalism as well but also the communication ... we tackled some pretty heavy problems but we managed to overcome them. It also exposed us to some tools we weren't familiar with."
Marcelo Carvalho
SwitchDin

"We've worked with Neighbourhood for 12 months on different projects, the most recent being implementation of HubSpot as our business sales & marketing CRM. There's some complexity in financial services (the sales process doesn't run in a straight line, it's more like a zig zag). The team helped bring the features and benefits come to life, then learnt a great deal about our industry, our business, our team and sales and marketing processes. Big shout out to Geordie for leading the implementation across 4 months. We consider him part of our team. If you're considering Neighbourhood and HubSpot for your business, DO IT."

Lisa Bond
Tribeca Financial
Neighbourhood Digital Agency Contact1300 71 61 41
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