Sound Familiar?
Your Support Team Is Scaling But Your Tools Aren't.
- Tickets come in from email, chat, and forms but there's no unified queue, so requests get lost between channels.
- You can't measure response times or resolution rates because SLAs were never configured.
- Your customers ask the same questions repeatedly, but you don't have a knowledge base to send them to.
- Support handoffs between team members involve Slack messages and "did you see this?" follow-ups instead of proper ticket routing.
That's exactly what a proper Service Hub implementation fixes.
The Sidekick Approach
How We Help
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Service Hub implementation sets up everything your support team needs to manage customer requests at scale: ticket pipelines with clear routing rules, SLA automation that tracks response and resolution times, a knowledge base that deflects common questions, feedback surveys that measure satisfaction, and a customer portal that gives your customers self-service access.
Sidekick's approach starts with understanding your support workflow, not just your tool requirements. We map how requests arrive, how they're categorized, how they escalate, and how they resolve. Then we build a Service Hub configuration that supports every step of that process.
With 124+ HubSpot certifications and experience configuring Service Hub for teams ranging from 3 to 30+ support humans, we know what works. Your implementation is built for today's volume and tomorrow's growth.
Workflow-First Configuration
We map your support process end-to-end before configuring ticket pipelines, routing, and SLAs.
Knowledge Base That Gets Used
We help structure and create your first articles during implementation so the knowledge base launches with real content.
SLA Automation Built In
Response and resolution time tracking is configured from day one with escalation rules and reporting.
Built For Growth
Every configuration decision accounts for increasing ticket volume and team expansion.
What's Included
What's Included
Support Process Map
A documented map of your ticket flow from creation to resolution, including routing and escalation.
Ticket Pipeline Configuration
Ticket stages, required properties, and routing automation configured and tested.
SLA Setup
Response and resolution SLAs configured with automation, escalation rules, and reporting dashboards.
Knowledge Base
Category structure, article templates, and your first batch of articles created and published.
Feedback Surveys
Customer satisfaction and NPS surveys configured and integrated into your ticket workflow.
Customer Portal
A self-service portal where customers can submit and track tickets (Professional/Enterprise tiers).
Support Dashboards
Performance dashboards for ticket volume, SLA compliance, satisfaction scores, and team metrics.
Team Training
Live training for your support team on every tool we configure.
Exact deliverables are scoped during your strategy call based on your goals, timeline, and current setup.
How It Works
From First Call To Results
Discovery
We map your support workflow, review current tools, and document requirements for ticketing, SLAs, and self-service.
Configuration
We build ticket pipelines, SLAs, knowledge base, feedback surveys, customer portal, and reporting dashboards.
Content And Testing
We create initial knowledge base content, test every automation and routing rule, and validate SLA tracking.
Training And Go-Live
We train your support team and provide go-live support to ensure smooth transition from your current tools.
Is This Right For You?
Is Service Hub Implementation Right For You?
This Is For You If...
- You just purchased Service Hub and need it set up for your support process.
- Your ticket volume is growing and your current tools can't keep up.
- You don't have SLAs, a knowledge base, or feedback surveys in place.
- Your support team handles requests across multiple channels with no unified system.
- You want your support humans to scale without hiring proportionally.
This Isn't For You If...
- Service Hub is already configured well and you just need training. Check out Service Hub Training.
- You don't have Service Hub yet. We can help evaluate, but implementation starts after purchase.
- Your support volume is very low and doesn't warrant a full implementation.
Common Questions
