Service Hub implementation

HubSpot Service Hub implementation with every customer in one record

We configure Service Hub so your support team works in the same CRM as sales and marketing: ticket pipelines, help desk, channels, SLAs, knowledge base, surveys and reporting. And if you’re moving from Zendesk or Freshdesk, we plan the switch so no customer is left without a reply.

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HubSpot Diamond Solutions Partner
4.9 Verified reviews on HubSpot
9 official HubSpot
certifications
+200 clients in Spain,
Italy and Dubai
19 people on the team
15 in Barcelona · 4 in Dubai

Before configuring

A help desk that knows who the customer is

When support lives in one tool and sales in another, nobody sees the full picture: the agent doesn’t know the customer is mid-renewal, and the account manager hears about the critical issue only after the account is lost.

Service Hub runs on the same CRM as Sales Hub and Marketing Hub. Every ticket is associated with the contact, the company and the deal, and any team can see it without syncing anything. What doesn’t come out of the box is the design: which statuses a ticket goes through, who handles it, which response times you commit to and what gets measured.

That’s why we start with your real support operation, sitting down with agents and their managers before we build a single pipeline.

Talk about my project

By the end you’ll have

  • Every support channel flowing into a single help desk
  • Tickets associated with the contact, company and deal
  • Response and resolution times measured and visible
  • Common questions answered through self-service
  • Service reports leadership actually understands

Deliverables

What we configure in Service Hub

The scope depends on your edition, your channels and how your team works. Some features, such as SLAs, the customer portal and surveys, require Service Hub Professional or Enterprise.

Tickets and pipelines

  • Pipelines by support type, product or country
  • Statuses, priorities and categories
  • Ticket properties and forms
  • Associations with contact, company and deal

Help desk and channels

  • Help desk workspace
  • Support email and forms
  • Live chat and calling
  • WhatsApp and Facebook Messenger, depending on edition

SLAs and routing

  • First response and resolution SLAs
  • Assignment by team and availability
  • Skill-based routing, depending on edition
  • Automatic escalations and alerts

Self-service

  • Knowledge base organised by category
  • Customer portal to track tickets
  • Snippets and reply templates
  • Articles linked from chat

Satisfaction and customer success

  • NPS, CSAT and CES surveys
  • Customer success workspace
  • Customer health score
  • Risk alerts for the account owner

AI and reporting

  • Breeze Customer Agent on chat and channels
  • Breeze Assistant to summarise and draft replies
  • Dashboards for volume, times and SLAs
  • Reports that combine tickets and sales

Why Vexco

Support that isn’t cut off from the rest of your CRM

01

We start from how you really work

We review with your agents how cases come in, get assigned and get closed today. Your ticket pipeline reflects your way of working, not a generic template.

02

Support connected to sales

We design alerts and workflows across teams: account managers know when their customer has an open issue, and customer success spots the risk before renewal.

03

Migration and integrations in-house

We’ve migrated support from Zendesk to HubSpot and connected WhatsApp to conversations. The same team that configures Service Hub builds whatever custom work you need.

04

Diamond Partner certified in Service Hub

We’re a HubSpot Diamond Solutions Partner, with the Service Hub Software certification and a 4.9/5 rating in HubSpot’s official directory.

Method

How we implement Service Hub in four phases

Timelines depend on how many channels and teams are involved and whether we migrate history from another tool. We work in weekly sprints and switch channels over in an orderly way.

Audit

Support diagnosis

We analyse channels, volume, case types, tools and what your team genuinely uses. If you’re coming from Zendesk or Freshdesk, we inventory views, macros and automations.

Agent interviewsFeature inventory

Architecture

Service design

We define pipelines, statuses, properties, teams, routing rules, SLAs and the structure of your knowledge base. You sign it off before we build.

Ticket mapRules and SLAs

Build

Configuration and channels

We configure the help desk, connect channels, build workflows, templates, surveys and reports and, where needed, migrate tickets and articles.

Weekly sprintsTesting with real cases

Adoption

Training and cutover

We train agents and managers, redirect channels on an agreed date and stay with you for the first few days to fine-tune views and replies.

Cutover planGo-live support

Problems we solve

What we hear before a Service Hub implementation

Support emails get lost in a shared inbox.

We turn every email, chat or message into a ticket with an owner, status and priority, and the team works from a single help desk.

We don’t know how long we take to reply.

We set up first response and resolution SLAs, with alerts before they’re breached and dashboards by team and agent.

Sales never hears about their customers’ issues.

Tickets are associated with the company and the deal, and a workflow alerts the account owner when a critical issue comes in.

We answer the same question a hundred times.

We build the knowledge base around your most frequent queries and link it from chat, forms and agents’ replies.

We pay for Zendesk or Freshdesk on top of HubSpot.

We compare what you actually use with the Service Hub editions and, if it pays off, migrate tickets and articles with an orderly cutover plan.

We want AI in support, but not made-up answers.

We prepare your knowledge base content first and then configure Breeze Customer Agent, with handoff to a person when it can’t answer.

Next steps

Coming from another tool or ready to go further?

Migrate from Zendesk or Freshdesk

Tickets, conversations, attachments, fields and articles moved to Service Hub, with automations rebuilt and a cutover without interruptions.

See migration

Connect support to your systems

WhatsApp, your ERP, your product or the support tool you want to keep, integrated with HubSpot tickets.

See integrations

Add AI to your service

Breeze Customer Agent and Breeze Assistant configured on your content, with clear limits and measurable results.

See Breeze AI

Case studies published by HubSpot

Don’t take our word for it. Take HubSpot’s.

HubSpot has published these implementations as official customer stories, with Vexco as the partner. The figures are the ones HubSpot reports.

Lexidy

Legaltech · Barcelona

+75%higher conversion rate

Automatic lead assignment by nationality and budget, process automation, and tickets that track each lawyer’s workload. Today they operate in 6 countries.

  • Sales Hub
  • Marketing Hub
  • Service Hub
  • Data Hub

Read the case study on HubSpot ↗

Winahost

Holiday rental management

−38%fewer manual touchpoints

From spreadsheets to automated sales and customer service: time to close down 12% and the portfolio managed by Customer Success up 46%.

  • Sales Hub
  • Service Hub

Read the case study on HubSpot ↗

See all case studies

FAQs

What clients ask us before we start

What does a Service Hub implementation include?

A review of your support operation, design of ticket pipelines and properties, configuration of the help desk and channels, SLAs, routing, knowledge base, surveys, reporting and team training. The final scope depends on your edition and channels.

Which Service Hub edition do I need?

The lowest one that covers your operation. Starter works for tickets and a basic shared inbox; features such as SLAs, the customer portal, satisfaction surveys, the customer success workspace and Breeze Customer Agent require Professional or Enterprise. We recommend one after the diagnosis.

How long does the implementation take?

It depends on channels, teams and whether history needs migrating. As a guide, a Sales Hub or Marketing Hub implementation usually takes 4 to 8 weeks, and complex projects with a migration or several integrations 10 to 14 weeks. After the diagnosis we give you a timeline for your case.

Can we migrate from Zendesk or Freshdesk?

Yes. Tickets, conversations, attachments, custom fields and knowledge base articles can all be moved. Triggers and automations don’t migrate as such: they’re rebuilt in HubSpot, which is a good moment to check whether they still make sense.

Can we handle WhatsApp from Service Hub?

Yes, by connecting a WhatsApp Business account to the conversations inbox on a Professional or Enterprise edition. Messages arrive as conversations and can be turned into tickets assigned to your team.

How does Breeze Customer Agent work?

It’s HubSpot’s AI agent that answers your customers on chat and other channels using your knowledge base and other sources you choose. It’s available on Professional and Enterprise, uses HubSpot Credits and can hand the conversation over to a person.

What if we want to keep our current support tool?

That’s an option too. We can integrate it with HubSpot so sales sees tickets on the customer record, and use Service Hub only for customer success or surveys. We help you decide between integrating and migrating.

Free audit

Is your sales process working for you?

In 30 minutes we review how you capture, follow up and close opportunities, in HubSpot, another CRM or Excel, and tell you honestly what we would change first. No commitment, no sales pitch.

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