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Service Analytics

Get out-of-the-box reports that measure team performance, customer satisfaction, and support efficiency in real-time.

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  • Measure rep performance including response time and support volume

  • Easily view customer satisfaction (CSAT) scores and boost close rates

  • Monitor how your customers are interacting with your support team

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Improve your customer experience with actionable insights.

When your data lives in disparate systems and you need an analyst to build reports, your customers’ issues are put on the back burner while you’re busy trying to make sense of your customer data.

With HubSpot's service analytics tools, get out-of-the-box reports to quickly uncover insights about your support team. Easily visualize data on rep productivity, average ticket response time, post-support survey scores, overall support volume, and more. Let your support team focus on what matters most: putting the customer first.



  1. Stop waiting in line for critical service reports.

    Most data visualization tools aren't designed for everyday users. They're meant to be used by analysts, leaving you waiting in their queue to get reports. HubSpot's service analytics comes with the reports you need built in, so you can unlock insights fast and resolve customer problems even faster.

  2. Gain quick insight on service rep productivity.

    Understand how efficiently your service reps are resolving customer issues. With out-of-the-box analytics reports, you gain insight into average time to close, response time on chats, and ticket volume in a matter of seconds — and resolve bottlenecks within your team before they pile up.

  3. Uncover customer insights with ease.

    Make your customers feel seen and valued by understanding their pain points. Service analytics in Service Hub provides easily digestible reports on vital customer service data such as how your customers use your knowledge base, chat wait time, customer satisfaction scores, and more.

Have questions? Give us a call and we'll walk you through it.

+1 857-829-5060

Any time you have a more robust picture of a customer, your interactions with the customer are going to be better. HubSpot gives us that complete picture.

RICK RAVEN

Director of Customer Success

Studio Designer

Frequently Asked Questions

Get answers to your questions about HubSpot's customer service analytics software. 

Service analytics is a set of out-of-the-box reports available in Service Hub. This feature provides service leaders with insight into rep productivity, customer satisfaction, customer knowledge base usage, and more.

You can get started with Service Hub for free. If you want more advanced features to help automate and scale your support operations, HubSpot offers premium features with Starter, Professional, and Enterprise editions.

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.

You'll find more than 1,000 custom integrations in our App Marketplace. From Jira to Slack to Facebook Messenger, it's easy to connect HubSpot to your service team's favorite tools in just a few clicks. We want you to spend less time toggling between different tools and more time working hands-on with your customers.

Service Hub customers typically see measurable results within six months. Large enterprises experience a 20% increase in ticket close rates, while customers using AI tools spend 65% less time closing tickets. Our ROI calculator, based on data from 248,000+ customers, can provide personalized projections for your specific team size and industry.

HubSpot service analytics gives you comprehensive insights across all aspects of your customer service operations. Track essential metrics like rep productivity, average ticket response time, customer satisfaction (CSAT) scores, support volume, and ticket close rates.

Core performance metrics:
  • Rep productivity and ticket resolution efficiency
  • Customer satisfaction scores and survey responses
  • Average response times for chats and tickets
  • Support volume trends and peak periods
  • Knowledge base article usage and effectiveness

Advanced analytics (Enterprise):
  • Revenue generated after ticket closure
  • Self-service effectiveness (chatbots and AI Customer Agent handoffs)
  • Knowledge base articles that lead to ticket creation
  • Customer journey analytics across all touchpoints
  • Chatbot performance by type and handoff rates