With HubCoach, a Revenue Hub Latam product, the person working a ticket sees next to the HubSpot record whether the reply SLA is about to expire, whether the ticket was reopened again or whether the resolution is missing. The Side Panel suggests your team’s articles that match the case, and the person replies and closes in HubSpot, as always.
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The team works the ticket queue, but the person on a case does not always see what matters in time. We see it in support teams across Chile and Latin America.
The reply SLA is about to expire and nobody notices until it does.
The ticket was reopened for the third time and is handled as if it were new.
It was closed without a recorded resolution, so the next case starts from zero too.
Agree on what each person checks when opening a ticket: the SLA HubSpot reports, the owner, the customer’s last message and the resolution before closing. Define who escalates, when and with which article.
Reply SLA in 2 hours: reply first and record the commitment to the customer on the ticket.
Ticket reopened twice: review the previous resolution before replying and escalate if it happens again.
Closing the ticket as “resolved” without saying what was done.
Pausing the SLA with no reminder and forgetting the case.
The ticket checks and the support templates work on your portal’s real fields.
SLA overdue or due soon, ticket without an owner, reopened repeatedly or closed without a resolution. You switch off the ones that do not apply.
They link status, owner, priority and SLA to your real fields, with short diagnosis and escalation steps.
Start with the tickets that hurt your customers most.
Reply and resolution SLA, paused SLA, no owner, reopened and closed without a resolution. Switch off the ones that do not apply.
In Processes, with your portal’s real fields and short escalation steps.
On an open ticket, the Side Panel suggests the ones that match the subject and description.
Before extending the pilot to the whole queue.
Review a sample of pilot tickets with the service leader.
HubCoach supports the agent; the SLA and the reply stay in HubSpot.
Everyone on the support team knows what to look at when a ticket opens, whether they work in Chile or elsewhere in Latin America.
The handoff guide covers what service needs to receive from sales; the articles show how to set up ticket notices.
The trigger, the minimum context, who receives and what confirms acceptance.
5 min readRead the guideGuide ticket classification, follow-up, escalation and resolution.
2 min readRead the articleSee suggested guidance without leaving the ticket you are reviewing.
2 min readRead the articleEnable the rulebook by category, for the organization or a connected portal.
2 min readRead the articleHubCoach is a Revenue Hub Latam product. It grew out of what we solve when we implement and run HubSpot with sales and service teams in Chile and Latin America.
No. HubCoach reads the SLA state that HubSpot reports and shows it next to the ticket with your team’s instructions. SLAs are configured in HubSpot.
No. It suggests articles and shows notices; the person replies, records the resolution and closes the ticket in HubSpot.
Yes. An administrator can switch off each check, a whole category or the library, for the organization or for one portal.
It compares the words in the ticket’s subject and description with your published articles. That is why it helps to title them the way customers ask.
Tickets are available in every HubSpot account. Ticket SLAs require Service Hub Professional or Enterprise. Without SLAs set up, HubCoach still checks the owner, messages awaiting a reply, paused tickets with no reminder, reopenings and tickets closed without a resolution.
Yes. The extension and the app are in Spanish and English, and each connected portal can have its own exceptions. We built it for teams in Chile and Latin America.
Current seats are full. Tell us about your team, in Chile or elsewhere in Latin America, and what you would like it to do better in HubSpot.
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