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New SLA And Help Desk Tools In HubSpot

Using SLA Rules, Reports, And The Help Desk Board Layout For Better Ticket Resolution Performance.

Support teams thrive on clarity, consistency, and speed. HubSpot’s newest updates to Help Desk and SLA (Service Level Agreement) management put all three at the forefront, giving customer service teams more control over their workflows and performance tracking. Whether you're a rep on the front lines or a manager guiding strategy, these enhancements unlock smoother operations and better customer outcomes.

Universal SLAs: Now for All Ticket Types

SLAs can now be applied to all Help Desk-visible tickets—including those created manually or via automation. No more inconsistencies or internal confusion.

Use Case

Manually created tickets are no longer second-class citizens. Support reps can now prioritize all tickets equally, with clear expectations and urgency. This promotes faster resolution and better internal alignment.

Track Time in Ticket Status

You can now report on how long tickets spend in each stage of your pipeline using new time-in-status properties and built-in reports.

Use Case

Managers can pinpoint bottlenecks and identify where tickets slow down. These insights drive smarter staffing decisions and continuous workflow improvements, boosting both resolution speed and customer satisfaction.

Custom SLA Rules by Hours & Time Zones

SLA settings are now customizable to reflect support schedules and time zones. Reports and rules automatically adjust to match your team's hours of operation.

Use Case

A global support team can now apply different SLA windows based on business hours. This ensures response expectations are fair, realistic, and precisely tracked across regions.

Visual Help Desk Board Layout

Manage tickets like tasks with HubSpot’s new Kanban-style board layout. This visual upgrade enhances clarity and empowers reps to act faster.

Use Case

Reps instantly identify urgent issues, and managers get a snapshot of workload distribution and pipeline health. It’s project management for your Help Desk.

FMK's Perspective

We see these updates as a major leap forward for service ops. The combination of visual ticketing, real-time performance tracking, and universally applied SLAs creates a more accountable and effective support experience, for both teams and customers.

This is support infrastructure, elevated.

FAQ

Q: How should teams adjust existing workflows to take advantage of universal SLAs?
A: Start by reviewing how tickets are created—especially manual entries and workflow-based automations. Make sure each ticket type includes the correct SLA assignment. Then update internal processes so reps prioritize tickets by SLA status and urgency, not just source or channel.

Q: Can time-in-status reporting be used to track rep performance individually?
A: Yes. When combined with ticket owner properties, time-in-status reporting helps identify where reps may be getting stuck or delaying handoffs. Managers can use this data to coach more effectively and improve overall service consistency.

Q: How does the Help Desk board layout improve day-to-day ticket management?
A: The Kanban-style Help Desk board gives reps a real-time view of ticket stages, priorities, and SLAs—making it easier to manage workload and avoid follow-up gaps. For managers, it surfaces pipeline health without needing to build custom reports.

Launch Region: Global

Tier Level: Pro, Enterprise