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HubSpot Service: Improve ticket resolution with "skills-routing"

How to use the new skills-routing feature to improve the efficiency of your support tickets

If you're looking for ways to optimise your HubSpot experience and elevate your support team's efficiency, you've come to the right place.

This step-by-step guide will walk you through leveraging HubSpot's advanced "Routing" feature currently in beta. By honing in on skill management, this guide will show you how to tailor your support team's capabilities and enhance customer satisfaction.

Or if you prefer visual learning, watch our video here.

  1. Log in to your HubSpot account and navigate to the settings menu.
  2. On the left side of the settings menu, find the "Routing" feature, which is currently in beta.
  3. Click "Manage skills". 

    Please note you already have some pre-existing skills that come with HubSpot, such as languages. For instance, if a ticket requires a Spanish speaker, the system can automatically route it to a team member with Spanish language skills.
  4. Add skills relevant to your support needs, like custom integration, marketing consulting, or tech consulting. To add a skill, use the "Create Skill" option and name the skill.
  5. Go to "Users & teams", click on the user and then navigate to the skills area and associate each skill with a user in your team. 
  6. Once skills are associated with users, the system can automatically route tickets to the most qualified team members based on their skill set.

By following these steps, you can leverage HubSpot's "Routing" feature to enhance the efficiency of your support team and improve customer satisfaction by ensuring that tickets are directed to the most qualified individuals.