Why is this hack helpful?

In HubSpot's Help Desk, Service Level Agreements (SLAs) are critical for ensuring timely responses and resolutions to customer issues. But keeping track of those SLAs can be a challenge, especially when dealing with a high volume of tickets. If SLAs slip, customer satisfaction can plummet.

This hack shows you how to send internal reminder emails when a ticket in your Help Desk has an overdue SLA. This ensures that your team is immediately notified when an SLA is breached, allowing them to take swift action and minimise any negative impact on your customers.

Steps to Set It Up

1. Create a Ticket-Based Workflow

  • Go to Automation > Workflows and select "Create workflow from scratch".
  • Choose "Ticket" as the object for the workflow and click "Next".
    • Time to Close SLA Ticket Status is any of Overdue; OR
    • Time to First Response SLA Status is any of Overdue; OR
    • Time to Next Response SLA Status is any of OverdueSet the trigger based on when the filter criteria is met. Select all the triggers below, separated by "OR"

2. Add an Internal Email Notification

Add an "Internal email notification" action. Fill out the details of the email, including the subject, body, and recipient. This email should notify the ticket owner (or a designated team member) that the SLA has been breached.

3. Publish the Workflow

Review your workflow settings and click "Publish" to activate it.

Wrapping Up

This HubSpot hack is a simple yet powerful way to ensure that your team meets its SLAs and provides excellent customer service. By automatically sending reminder emails for overdue SLAs, you can improve response times, boost customer satisfaction, and maintain a high level of service quality.

Consider customising the email content to include specific details about the ticket, such as the customer's name, issue description, and SLA due date. This will help your team quickly understand the situation and take appropriate action.

 

Happy HubSpotting!