A glossary for using HubSpot Service Hub

HubSpot Service Hub is built to help support teams deliver better customer experiences. It centralises customer communication, streamlines service processes, and provides tools to measure and improve satisfaction. Here’s a clear, jargon-free glossary of the most important Service Hub terms.

A

🔹 Automation – Workflows that handle repetitive service tasks like assigning tickets, sending follow-up emails, or updating properties to keep everything moving smoothly.

C

🔹 Conversations Inbox – A shared inbox where support teams manage incoming emails, chats, and social messages—all in one place.

🔹 Customer Portal – A secure, branded space where customers can view and manage their support tickets.

🔹 CSAT (Customer Satisfaction Score) – A simple survey tool used to measure how happy customers are with their service experience.

K

🔹 Knowledge Base – A library of helpful articles, guides, and FAQs that customers and support teams can search to solve problems quickly and reduce support volume.

N

🔹 NPS (Net Promoter Score) – A survey that asks customers how likely they are to recommend your business. A great way to measure overall customer loyalty.

P

🔹 Playbooks – On-screen guides that help support reps follow consistent processes during calls or chats, improving resolution quality and speed.

🔹 Properties – Fields used to store data about tickets, customers, or interactions, such as “Issue Type” or “Ticket Priority.”

R

🔹 Reports – Dashboards and metrics that track support performance, such as average response time, ticket volume, and customer satisfaction.

S

🔹 Service Hub – HubSpot’s suite of tools designed to support customer service teams with tickets, live chat, knowledge bases, and automation.

🔹 SLAs (Service Level Agreements) – Rules that define how quickly tickets should be responded to or resolved, helping your team stay accountable.

🔹 Surveys – Tools to gather feedback from customers after key moments, like ticket resolution or onboarding.

T

🔹 Tickets – Individual customer issues or requests tracked through the Service Hub, from first contact to resolution.

🔹 Ticket Pipelines – Customisable stages that help teams manage ticket progress—for example, “New,” “In Progress,” “Waiting on Customer,” and “Closed.”

🔹 Ticket Routing – Automatically assigning incoming tickets to the right person or team based on specific rules, such as topic or priority.

V

🔹 Views (Saved Views) – Filters that let service teams organise and easily access tickets by criteria like status, priority, or owner.