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Automated Customer Service

Cut manual ticket work. Automation routes tickets, follows up, and keeps every team in the loop so you close more tickets.

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  • Route tickets to specialists faster with AI-powered automation

  • Send feedback surveys to customers and follow up automatically

  • Resolve more tickets with CRM and service data in one place

Service automation that treats customers like people.

Delivering fast, personalized customer service gets harder as you grow, especially as customer conversations happen across siloed channels. Automation is a good solution, but without the human touch, it can leave your customers clamoring to “talk to an agent.”

Customer service automation handles the routine work and keeps every conversation tied to unified customer data, so agents can craft scalable, personalized experiences and every internal team stays in the loop.

  1. Automation that runs on your customer data.

    As teams grow, they adopt disparate systems, and end up with messy data. HubSpot’s service automation engine is built on one unified CRM platform, connecting data across the business and integrating with favorite apps like Jira and Slack. Everyone works from one source of truth, so teams collaborate without chasing context.

  2. Automate support so no ticket gets missed.

    When service processes are manual, you risk missing customer issues that should be communicated across multiple teams. Automating customer service ensures the highest priority tickets get resolved. Then, set up triggers to create a deal or enroll customers into nurture sequences, all based on support tickets.

  3. Follow up on customer feedback automatically.

    When customer feedback lives in a siloed system, your front-line agents miss the opportunity to learn and act. With all your customer feedback in Service Hub, insights can actually lead to action. Follow up with customers automatically based on their NPS response, surface key product insights, and build social proof.

  4. Satisfy customers with seamless handoffs.

    Slow, manual handoffs break deals and compromise campaigns. Don’t let chats get lost with the wrong team. Align marketing, sales, and service with automation that keeps your teams talking — and your customers delighted. With automated routing and workflows for conversations, you can trigger notifications, set reminders, and generate tasks for the right teams.

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Frequently Asked Questions

Get answers to your questions about HubSpot’s automated customer service software.

Automated customer service involves managing customer inquiries through an automated system, like a chatbot or help desk for ticketing. Rather than eliminating service agents, it empowers them to prioritize the most important work. Key features of automated customer service in Service Hub include ticket routing, ticket automation, conversation routing, conversation automation, and automated feedback.

Service Hub can automate many repetitive parts of support, including:

  • Ticket routing and assignment
  • Priority and status updates
  • Internal alerts and escalations
  • Follow-up emails and customer updates
  • Satisfaction and feedback surveys
  • Answers to routine customer questions

Your team keeps the work that needs judgment.

Pricing depends on the plan you choose and the automation you need. You can start with the tools your team needs and add more advanced automation, like workflows and AI, as you grow. See Service Hub pricing for plan details, or talk to sales to find the right fit.

Absolutely. There is no programming required to start using Service Hub. We've created Service Hub with automation and contextual guidance built right in so you can start scaling your support operations in minutes — not months. And if you're looking for more customization and expertise, our solutions partners offer specialized support to help you get the most out of HubSpot.

Yes. Customer Agent is HubSpot's AI support agent. It answers common questions using your knowledge base and customer data, and hands off to your team with the full conversation when a person should step in. You set the rules and can start small, then expand as you build confidence.