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How do I find a useful article while working a ticket with HubCoach?

See suggested guidance without leaving the ticket you are reviewing. Suggestions depend on how your articles are titled: write them the way customers ask.

For service agents
2 min read
Updated October 4, 2026

A Knowledge article open in the Side Panel next to a contact: real HubSpot fields such as Phone number and Lifecycle stage appear in boxes — An article with real HubSpot fields next to the record, with sample data.

What are the steps?

Open an authorized ticket in HubSpot and open the Side Panel.
Choose Knowledge. Suggested for this ticket appears above the library.
Review the matching words under each article. They come from the ticket subject and description, not its full conversation.
Select an article to read it. Confirm that its instructions fit the customer’s situation.
Use Refresh suggestions after updating the ticket, or search the library if the results are not useful. In the web app, ticket evidence in the Board shows the same suggestions.

What does it look like in practice?

Example
A ticket about duplicate billing can suggest your published billing review guide.

What should you keep in mind?

Keep learning

What else might help?

Need help with HubCoach?

If you already use HubCoach, report what is not working in Friction reports, inside the app, so whoever maintains your rules and content can review it. If you do not use it yet, apply to the waitlist.

Apply to the waitlist

You can also write to us at contacto@revenuehublatam.com.

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