Three days to reply. Now 6.4 hours.
A safety solutions company answering every customer from a shared Gmail inbox. Now the tickets route themselves.
- Industry
- Safety solutions
- Platform
- Gmail inbox to HubSpot Help Desk
- Scope
- Service Hub Enterprise, reporting and training
- Project lead
Jayden Hellyar- Location
- Australia
01 The briefReplace the Gmail inbox with HubSpot Help Desk, take the manual steps out of assigning tickets, and give 3D Safety the reporting to see its own response and resolution times.
Support from a shared inbox, and customers left waiting.
3D Safety is a safety solutions company, working to the line people. plant. process.
Its customers' support requests came into a Gmail delegated inbox: one mailbox that several people can read and reply from.
As enquiries grew, the shared inbox could not keep up. Emails were lost, the same enquiry arrived more than once, and every message had to be assigned to someone by hand. A first reply took about three days, and fixing the problem about six.
Why it had not been fixed. An inbox cannot say who owns a conversation, how urgent it is, or how long it has waited, so more enquiries only meant more of them slipping. Working harder in the same mailbox could not fix that. It needed a system that tracks the owner, the priority and the time on every request.
What they set out to reach
Reply within two days
Down from about three days for a first response.
Resolve within four days
Down from about six days to close a ticket.
A system that can grow
A solution that could grow with the business.
Help Desk in, the shared inbox out.
Three workstreams on HubSpot Service Hub Enterprise. Workshops mapped how support worked and how it should work, the system was built to that design, and the team was trained on it before and after launch.
Help Desk and workflows
Every request becomes a ticket with an owner, in HubSpot where the whole team can see it.
- HubSpot Help Desk in place of Gmail
- Automated ticket routing, no manual assignment
- A workflow that records every change of ticket owner
- A workflow that sets service levels for high-priority customers
Reporting and analytics
The numbers the inbox could never give them.
- Live dashboards for the support team
- Response time and ticket closure time
- Team performance
- Support trends over time
Workshops and training
A smooth move to the new system, and early adoption.
- Workshops to map the current process and design the new one
- Hands-on training on every feature
- "Ask Me Anything" sessions after launch
It started with workshops, before anything was built. We sat down with 3D Safety's team to map how a support request moved through the business on the day it arrived, and where it got lost. The new design came out of those sessions, so the system was shaped around how the team actually works.
Then the build, in that order. Help Desk went in first as the one place every request lands, with routing so each ticket reaches the right person without anyone assigning it. Two workflows were made for 3D Safety on top of that. The first records every change to a ticket's owner, so it is always clear who is responsible and an unauthorised change is caught. The second sets the service level agreement, the promised response time, for high-priority customers automatically.
Dashboards came once the system was running, tracking response time, ticket closure time and team performance live, so the team could see the numbers the inbox never gave them. Hands-on training walked everyone through every feature, and "Ask Me Anything" sessions after launch picked up the questions that only come once people are using it.
Four principles the build ran on
Build it with them
Workshops mapped the process and its gaps first, so the design matched how the team works.
Fit it to their needs
Service Hub set up around 3D Safety, including the owner tracking and priority service levels.
Take the manual steps out
Routing and automation handle the repetitive work, so the team spends its time on the customer.
Leave them able to run it
Training before launch and open sessions after it, so the team can run the system on its own.
The target was two days. The result was 6.4 hours.
Customer support still running from an inbox?
Four goals. How each one turned out.
What 3D Safety asked for at the start, and the numbers once Help Desk was live.
| Measure | Before | Target | After |
|---|---|---|---|
| First response time | 3 days | 2 days | 6.4 hours |
| Ticket resolution time | 6 days | 4 days | 8.5 hours |
Goal 01
Replace Gmail with a proper ticketing system
We set up HubSpot Help Desk on Service Hub Enterprise, so every support email arrives as a ticket.
Every ticket
has an owner, and each change of owner is on the record. Support moved out of a shared Gmail inbox, where emails were lost and the same enquiry arrived more than once. A workflow now records every change to a ticket's owner, so an unauthorised change is caught.
Goal 02
Assign and manage tickets without the manual steps
We set up automated ticket routing, so nobody assigns an email by hand.
30%
less time spent on repetitive tasks. Each ticket reaches the right person as it arrives, and the team spends that time on the customer instead.
Goal 03
Faster replies for customers
We set up routing, and service levels that apply automatically to high-priority customers.
2
response targets set at the start, and both met with days to spare. A first reply now takes 6.4 hours against a target of two days, down from three. A ticket is resolved in 8.5 hours against a target of four, down from six.
Goal 04
A system that can grow with the business
We built live dashboards on response, closure and team performance, and trained the team before and after launch.
Live
dashboards the support team reads day to day. Response time, ticket closure time and team performance are tracked as they happen, so the team sees the numbers the inbox never gave it.
3D Safety went from a shared inbox that lost emails to a help desk where every request has an owner and a clock. Both response targets were passed by days, with less of the team's time going on repetitive work.
The system was set up to grow with the business. More enquiries now mean a longer queue with an owner on every ticket, instead of more emails going missing, and the team can read its own numbers and run it without us.
Who ran it
Jayden HellyarProject Manager
Led the move from a Gmail inbox to HubSpot Help Desk, ticket routing, SLA workflows and dashboards.
Support emails getting lost in a shared inbox?
The neighbours next door.
The closest builds to this one, ranked by industry, HubSpot hub and service.