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Issue Tracking Software

Get an overview of all of your customer issues in one shared inbox with issue tracking software. Create insightful reports, prioritize incoming requests, and implement automation for more effective customer service.

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Get started with HubSpot's customer service ticketing system.

  • This feature is available for free, with additional functionality in premium editions of HubSpot. See the pricing page for more information. 

    • View reports on all of your active or ongoing issues in one place
    • Automate escalation and issue tracking for key issues so nothing falls through the cracks
    • Track customer responses and satisfaction across the customer lifecycle

     

  1. Insightful and effective issue tracking.

    If you’re still tracking customer issues manually, customer correspondence can get dropped, and issues drag on.

    HubSpot's issue tracking software makes it easy to understand what contributes to key metrics like response time and customer satisfaction. Get a clear view of what your main issues are, and never let a ticket get stuck in limbo again. 

    Use tags, statuses and owner assignment fields to understand the state of any issue, and assign or escalate as needed.

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  1. Understand the context behind each customer issue.

    Understand the status of every ticket in your inbox with issue owners and status updates.

    Make it easy to know a customer's history with your company by adding notes and tags. With context, your team can have a historic record of updated issues, and make sure every customer gets an informed, timely answer.

  2. Easily visualize the most important data.

    Create dashboards to analyze your team’s performance and communicate important information to your team and other stakeholders.

    Built-in analytics make it easy to assess your volume and team performance. Set goals and benchmark against your own metrics.

  3. Prioritize tickets effectively.

    Use issue tracking software to control the flow of tickets within your inbox and triage incoming issues effectively.

    Gain visibility into the volume each of your agents is handling and how long each conversation takes to resolve. Use this data to future-proof your team and streamline workloads.

  4. Use automation to create efficiencies.

    Employ ticket automation to prioritize responses and reduce resolution time. Automatically create tickets and tags to streamline your issue processing times.

    Spend your valuable time working to better understand your customer issues, rather than managing software and data entry.

Have questions? Give us a call and we'll walk you through it.

+1 857-829-5060

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Frequently Asked Questions

  • HubSpot's issue tracking software is built for support staff that need to stay ahead of customer demand for support cases. By organizing and managing incoming cases, this software provides monitoring and progress updates to customer tickets.

  • Popular HubSpot issue tracking software features include:

    • One-to-one customer communications at scale
    • Issue monitoring and progress tracking
    • Feedback surveys
    • Issue routing and automation

  • HubSpot’s issue tracking software is part of Service Hub, and you can get started with it for free. If you are looking for more advanced features to help automate and scale your support operations, HubSpot's Service Hub also offers premium features with its Starter, Professional, and Enterprise editions.

  • Absolutely. There is no programming required to start using Service Hub. We've created Service Hub with automation and contextual guidance built right in so you can start scaling your support operations in minutes — not months. And if you're looking for more customization and expertise, our solutions partners offer a wide range of specialized support to help you get the most out of your HubSpot implementation.

  • You'll find more than 500 custom integrations in our App Marketplace. From JIRA to SurveyMonkey to Facebook Messenger, it's easy to connect HubSpot to your service team's favorite tools in just a few clicks. We want you to spend less time toggling between different tools and more time working hands-on with your customers.

  • HubSpot’s CRM contains all of your customers’ details. Including access to HubSpot's CRM means that all of your customer-facing teams can unite around a complete view of the customer. Beyond that, having a CRM attached directly to your IT service desk makes it easy to gather and analyze customer needs, so you can surface powerful insights that drive impact in the rest of your organization.