HubSpot support: how to get help and cases resolved fast

If you have a problem with your CRM functionality, particularly if it's affecting your business processes, it's important to get support as soon as possible.

For businesses using HubSpot, efficient support is about maximising the platform's potential to drive growth and align with broader business strategies. Human nature demands quick resolutions and instant gratification: from expecting next-day delivery with services like Amazon Prime to seeking immediate assistance online, people are accustomed to getting help and information swiftly. They don't want to file a ticket and wait five days for a response; they want issues resolved instantly.

This is particularly relevant when managing CRM, Marketing Hub, Service Hub, Content Hub, and Sales Hub, or tackling integration and customisation challenges. Having reliable and expert support that aligns with these expectations can make a significant difference in achieving your business goals.

Why companies need HubSpot support

Research shows that companies that decide not to work with a HubSpot Partner tend to churn after two years as a HubSpot customer. This highlights the importance of having the right support to navigate the complexities of the platform.

HubSpot includes tools for customer relationship management (CRM), marketing automation, sales tracking, and customer service, each with its own set of functionalities and nuances. Navigating these various tools and integrating them effectively requires a deep understanding of the platform.

Many businesses struggle to manage the diverse features of HubSpot. For instance, the CRM component is essential for tracking customer interactions and data, but it can be challenging to set up and maintain. Marketing Hub offers a suite of tools for creating and managing marketing campaigns, which requires expertise in email marketing, content creation, and SEO. Sales Hub provides tools for managing sales processes, but aligning these with marketing efforts and overall business goals can be challenging.

Each of these components needs to work seamlessly together to achieve the best results, which can be overwhelming without the right support. Let’s look at common challenges that cause businesses to require HubSpot support. 

1. Lack of internal technical expertise

Not all businesses have the in-house expertise needed to maximise HubSpot's potential. This lack of expertise can lead to underutilisation of the platform and missed opportunities for growth. Technical challenges are common, including integration issues where HubSpot needs to work seamlessly with other tools and platforms the business uses.

Customisation is another area where businesses often face difficulties. Tailoring HubSpot to fit specific business needs, whether through custom reports, workflows, or dashboards, requires a level of technical knowledge that many teams might not have.

Additionally, the choice between centralised and decentralised system ownership affects how effectively a business can implement and manage HubSpot.

For instance, with decentralised system ownership, local teams manage their own processes and decisions, providing flexibility to tailor strategies to local markets. However, this can lead to inconsistencies in how HubSpot is used across the organisation, making it challenging to maintain uniform data management and integration standards. This inconsistency often results in a need for expert support to ensure that all teams are aligned and that the platform is utilised effectively.

Now, let’s take a look at technical challenges that organisations may encounter as well as different skill sets that are needed to fully utilise HubSpot’s different hubs. 

Technical challenges businesses might encounter

• Integration issues: Ensuring HubSpot integrates smoothly with other systems such as e-commerce platforms, ERP systems, or other CRM tools can be complex and time-consuming.
  
  
• Customisation needs: Customising HubSpot to create specific workflows, reports, or dashboards that match unique business processes often requires advanced technical skills.
  
  
• Data management: Migrating data into HubSpot, maintaining data accuracy, and ensuring data security are critical but challenging tasks.
  
  

Different skill sets needed per hub

• CRM Hub: Businesses need expertise in data management and customer relationship strategies. For example, a business might need support in developing custom CRM workflows that automate sales processes and improve efficiency.
  
  
• Marketing Hub: Organisations need people with skills in campaign management, content creation, and analytics. For instance, a company might require assistance in creating targeted marketing campaigns using HubSpot's automation tools to effectively nurture leads and measure campaign success.
  
  
• Service Hub: Knowledge of customer service processes and automation tools. For example, an organisation might need help implementing a ticketing system to track and resolve customer issues efficiently, ensuring a high level of customer satisfaction.
  
  
• Content Hub: Teams need proficiency in content management and SEO. An organisation might seek expertise in developing a content strategy that aligns with SEO best practices to drive organic traffic and enhance online visibility.
  
  
• Sales Hub: Understanding of sales processes and pipeline management. For instance, a company might need support in configuring sales pipelines and using deal stages to accurately track and manage sales progress.
  
  

By addressing these technical challenges and leveraging the specialised skills required for each Hub, businesses can fully harness HubSpot's capabilities to drive growth and efficiency.

2. Need for strategic guidance

Beyond technical support, businesses need strategic guidance to align HubSpot usage with broader business goals. There are often multiple ways to accomplish tasks in HubSpot, and experienced users know which routes to choose for the most effective outcomes. This strategic guidance is crucial for integrating HubSpot's tools into marketing, sales, and customer service strategies to drive growth and improve efficiency.

For example, a business might need help developing a marketing strategy that leverages HubSpot's automation tools to nurture leads effectively. Or, they might require assistance aligning their sales processes with HubSpot's CRM capabilities to improve customer relationship management and boost sales. Experienced HubSpot users can navigate the various options available, selecting the optimal methods to achieve these goals.

Efficient support ensures that HubSpot not only functions correctly but also contributes to the overall strategic objectives of the business. By aligning HubSpot's capabilities with business goals, companies can maximise their return on investment and achieve sustained growth.

How to contact HubSpot’s own support team

HubSpot offers a variety of official support channels to assist users in resolving issues and maximising their use of the platform.

These support options include:

• Chat support: The live chat option provides real-time help from support representatives, making it convenient for users to get quick answers. Initially, the live chat tries to provide an answer using their support AI bot before connecting you with a human representative. 
  
  
• Email support: For less urgent matters, users can email the support team and expect a timely response.
  
  
• Phone support: Users can call HubSpot's support team for immediate assistance with urgent issues.
  
  

In addition to these direct support channels, HubSpot provides resources through its documentation, knowledge base, and community forums. 

Let's take a closer look at how you can contact HubSpot support, including online via the free HubSpot tools, chat, email, phone or using the mobile app.

How to contact HubSpot support online

For organisations with a HubSpot Enterprise or Professional subscription, HubSpot support is accessible via the HubSpot knowledge base, community, phone, callback, chat and email.

Contact HubSpot support via HubSpot account

How to send a ticket to HubSpot support:

1. In your HubSpot account, at the top right, click the question help icon in the main navigation bar.
2. In the "Ask a question" field, enter your question.
3. If you are unable to resolve your issue, reach out to the HubSpot support. At the bottom of the dialog box, click "Contact us". 

Contact HubSpot support via chat, email or phone

• Choose from the following support channels:
  • Chat to the team: web chat in real-time with one of HubSpot’s Customer Support Specialists.
  • Email support: request email support from one of HubSpot’s Customer Support Specialists. Generally, you'll receive a reply within one working day.
  • Call back assistance: request a call-back from one of HubSpot’s Customer Support Specialists. Generally, you'll receive a call within five minutes.

• Enter your details. Then, click "send message" or "submit". 
  
  

Contact HubSpot support via mobile app

Organisations with a Professional or Enterprise HubSpot subscription can also use the HubSpot mobile app to request help on the go. How to submit a support ticket via the HubSpot mobile app:

1. Open the HubSpot app on your device.
2. Tap "Menu" at the bottom of the screen.
3. Tap "Help" in the left pane.
4. In the Support section, tap "Submit a ticket". 
5. Depending on your subscription, you can choose from the following support channels: 
   • Email: Users with a Starter, Professional or Enterprise subscription can request support from a customer support specialist by email. You will usually receive a response within one working day. 
   • Call me: Users with a Professional or Enterprise subscription can request a callback from a customer support specialist. You will usually receive a call within five minutes.
     
     
6. Tap "Send" in the top right corner. After you submit a ticket, you can check all open and past tickets with HubSpot Support on your desktop.

How to view your HubSpot support inbox

After submitting a ticket, you can review any open and prior tickets with HubSpot Support. Follow the below steps to access your HubSpot support inbox:

• Click on the help icon for questions at the top right of the main navigation bar in your HubSpot account.
• To review your support tickets, click on "Support inbox".
   

• You can filter your requests in the left sidebar of your support inbox. Users with access permission for the account can view the requests submitted by all users in the account by selecting the "Include company requests" checkbox.
  
  
  • All tickets: all tickets in the support inbox. 
  • Open tickets: ongoing tickets in the support inbox. 
  • Closed tickets: closed and completed tickets in the support inbox. 
  • Favourites: tickets that have been favorited in the support inbox. To add a ticket to your Favourites, click the favourite star icon at the top of a ticket.
    
    

• In an open ticket, you can do the following: 
  • To send or reply to an email from HubSpot Support, enter text into the message field, then click "Send".
  • To continue a chat, click "Continue this chat". 
  • To close a ticket, at the bottom of the ticket timeline, click "Close this ticket".
    
    
• In a closed ticket, you can do the following:
  • To submit ticket feedback, at the bottom of the ticket, fill out the survey. 
  • To reopen and discuss issues covered in the ticket, click "Reopen this ticket". 
  • To create a new ticket for new questions or issues, click "Create a new ticket".
    
    

For additional information, visit HubSpot's support page.

Why choose a HubSpot solutions provider for HubSpot support?

While HubSpot offers basic support options, many businesses with complex requirements need more in-depth and customised support, and therefore turn to a HubSpot-certified agency or solutions provider.

HubSpot partners provide a wealth of expertise and can offer more personalised support.

Here are some of the benefits of partnering with a HubSpot solutions provider:

• Expertise and experience: Solutions providers are certified professionals with deep knowledge of the platform and extensive experience working with a variety of businesses.
  
  
• Tailored solutions: Solutions provider can provide customised solutions that align with specific business needs and goals, ensuring that HubSpot is used to its full potential.
  
  
• Proactive support: Rather than just reacting to issues, HubSpot Partners offer proactive support, helping businesses anticipate and prevent problems before they arise.
  
  

Examples of services offered by HubSpot Solutions Providers

Solutions provider, such as Huble, offer a wide range of services to ensure businesses maximise the potential of their HubSpot platform:

• Implementation: HubSpot Partners and solutions provider can manage the initial setup and configuration of HubSpot, ensuring that it is correctly integrated with existing systems and tailored to the business’s requirements. This includes HubSpot CRM Migration and various onboarding services like HubSpot Marketing Hub Onboarding, HubSpot Sales Hub Onboarding, HubSpot Service Hub Onboarding, HubSpot Content Hub Onboarding, and HubSpot Ops Hub Onboarding.
  
  
• Training: Comprehensive training programs help teams understand how to use HubSpot effectively, covering everything from basic features to advanced functionalities. Personalised training sessions, workshops, and ongoing education are provided to keep your team up to date with the latest HubSpot capabilities.
  
  
• Ongoing Support: Continuous support services include troubleshooting, optimisation, and strategic guidance to ensure that HubSpot remains aligned with business goals and delivers maximum value. This includes Flexible HubSpot Support and HubSpot Managed Services to address evolving needs and challenges.
  
  
• HubSpot Integrations: Expertise in integrating HubSpot with other systems and platforms your business uses, ensuring seamless data flow and enhanced operational efficiency.
  
  
• Change governance: Solutions providers assist in managing change governance, ensuring that any modifications or updates to the HubSpot platform are systematically planned, implemented, and monitored. This helps maintain stability and performance while adapting to new business requirements.
  
  
• Website development: Professional website development services to build or enhance your business's online presence, ensuring it is fully integrated with HubSpot. This includes creating HubSpot CMS-powered websites that are optimised for performance, user experience, and lead generation.
  
  

These services enable companies to realise the full potential of HubSpot by ensuring smooth implementation, effective usage and strategic alignment with broader business objectives. 

However, many organisations require flexible HubSpot support to adapt to their changing needs and address specific challenges as they arise.

Let's take a look at flexible HubSpot support in detail.

Flexible HubSpot Support with Huble Flex

Huble Flex is a service designed to fulfil all your HubSpot needs with one comprehensive solution. It is tailored to streamline the management and optimisation of the HubSpot platform and offers companies a comprehensive approach that integrates development, design, integration and strategy.

For example, imagine a mid-sized e-commerce company that needs to integrate its HubSpot CRM with its existing inventory management system, while also needing an overhaul of its marketing automation and email campaigns. With Huble Flex, the company can access a team of developers to handle the technical integration, designers to update the email templates and marketing materials, and strategic consultants to ensure all activities align with their sales and customer retention goals.

Huble Flex eliminates the need to coordinate with multiple agencies and provides the organisation with a streamlined, efficient solution tailored to their specific needs, providing a unified service that consolidates every aspect of HubSpot management. This end-to-end approach ensures that every element of HubSpot is optimised to work in harmony and deliver the best possible results for your business.

Let’s look at Huble Flex in more detail and how this service benefits organisations that require HubSpot support. 

How Huble Flex simplifies HubSpot Management 

Managing HubSpot can be complex, given its wide array of features and capabilities. Huble Flex simplifies this by integrating diverse needs into a single service package.

It provides companies with the following service options:

• Development: With Huble Flex, you get access to experienced developers who will customise and enhance your HubSpot setup. This includes building custom workflows, developing bespoke apps, and creating custom solutions that meet the unique needs of your business. Whether you need advanced automation, personalised dashboards or unique integrations, Huble Flex developers have the expertise to bring your vision to life.
  
  
• Design: You'll have access to creative professionals who will ensure your HubSpot assets are visually appealing and effective. This includes everything from designing engaging email templates and landing pages to creating eye-catching graphics and user-friendly website layouts. The design team will ensure that all your HubSpot content not only looks good, but also drives engagement and conversions.
  
  
• Integration: You can also access specialists to integrate HubSpot with other tools and platforms that your organisation uses. This includes seamless data synchronisation between HubSpot and your CRM, ERP, marketing automation tools and other software systems. By ensuring that all your tools work together seamlessly, Huble Flex helps you maintain consistent data, streamline workflows and improve overall operational efficiency.
  
  
• Strategy: You also have access to strategic advice to align your HubSpot activities with overall business goals. This includes comprehensive audits of your current HubSpot setup, identifying opportunities for optimisation and developing strategic plans to achieve your marketing, sales and customer service goals. Huble Flex strategists will work closely with your team to ensure that every aspect of your HubSpot usage supports your long-term business goals.
  
  

If you have these challenges, Huble Flex is the right option for you

If you’re facing challenges with managing HubSpot, Huble Flex offers a comprehensive solution that can streamline and enhance your operations.

Here’s how Huble Flex can help:

• Managing multiple service providers: Huble Flex eliminates the need to juggle multiple service providers by offering all necessary HubSpot services through one comprehensive solution. This leads to more cohesive and streamlined management of the platform.
  
  
• Overseeing multiple agency contracts: With Huble Flex, businesses no longer need to manage multiple agency contracts for different HubSpot services. This reduces administrative overhead and ensures a more coordinated approach to managing HubSpot.
  
  
• Adapting to changing business needs: Huble Flex operates on a quarterly commitment model, providing the flexibility to adapt to changing business needs. This model allows businesses to scale services up or down based on their evolving requirements, ensuring they always receive the appropriate level of support.
  
  
• Lack of specialised expertise: Huble Flex offers access to a diverse team of specialists, each an expert in their respective fields. Whether you need technical developers, creative designers, integration experts, or strategic advisors, Huble Flex provides the right professionals for every aspect of HubSpot management.
  
  
• Aligning HubSpot activities with business strategies: A key advantage of Huble Flex is its focus on aligning HubSpot activities with your overarching business strategies. This ensures that every action taken within HubSpot contributes to your broader goals, enhancing the platform’s effectiveness and driving growth.
  
  
• Executing effective creative direction: Huble Flex provides creative direction and execution specifically tailored for HubSpot platforms. This ensures that all marketing materials, campaigns, and customer interactions are not only visually appealing but also optimised for performance within the HubSpot ecosystem.
  
  

Huble Flex represents a strategic and streamlined approach to managing HubSpot, offering businesses a comprehensive service that integrates all necessary elements under one roof. This option of HubSpot support simplifies HubSpot management, aligns it with business goals, and provides the flexibility needed to adapt to changing business needs. 

Enhancing your business with flexible HubSpot support

Efficient HubSpot support is essential for businesses looking to maximise the potential of their marketing, sales, and customer service operations. With the right support, companies can navigate the complexities of the HubSpot platform, tackle technical challenges, and ensure their activities align with broader business goals.

HubSpot's own support channels provide valuable resources, but partnering with a Solutions Provider like Huble offers a more comprehensive and tailored solution. Huble Flex stands out by consolidating all HubSpot-related services under one roof, eliminating the need for multiple agency contracts and providing a flexible quarterly commitment model. This approach ensures that businesses have access to a complete team of specialists who can address their varying needs and align HubSpot activities with overarching strategies. 

To learn more about how Huble Flex can benefit your organisation, contact Huble today and take the first step towards unlocking the full potential of HubSpot