HubSpot Service Software flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Ticket pipeline stage

A defined step in a ticket pipeline that marks where a request sits in its lifecycle, such as new, waiting on contact, or closed; stage drives status and reporting.

Shared inbox

A Conversations inbox connected to a team email address or channel where multiple users read and reply to the same threads, with replies logged to the contact record.

Ticket association

A link between a ticket and records such as contacts, companies, deals, or other tickets; associations control sidebar context and enable cross-object reporting.

SLA time to first response

The clock measuring elapsed time between ticket creation and the first agent reply, evaluated against working hours defined in the SLA's calendar settings.

SLA time to close

The clock measuring elapsed time from ticket creation until the ticket enters a closed stage, paused or resumed according to configured working-hours and status rules.

Round robin assignment

A routing method that distributes incoming tickets or conversations evenly across eligible users in sequence, ignoring current workload differences between agents.

Conversation handoff

The transfer of a chat from a bot to a live agent, triggered by a user request, keyword match, or failed intent; the thread then enters the inbox queue.

Knowledge base grounding

Configuring an AI customer agent to answer only from published knowledge base articles, which limits answers to approved content and excludes drafts.

AI confidence threshold

A setting that determines the minimum certainty required for an AI agent to answer directly; below it, the conversation escalates or offers a human handoff.

Bot intent

A recognized purpose behind a visitor's message, matched by the chatbot to route the conversation to a specific branch, answer, or handoff action.

Load balanced routing

A routing rule that assigns new tickets based on current open ticket counts per user, aiming to equalize workload rather than rotate strictly in sequence.

Ticket workflow enrollment

The trigger condition that adds a ticket to an automation; criteria are checked when the trigger event occurs, and existing tickets are not enrolled retroactively.

Suggested replies

AI-generated draft responses shown to agents inside the conversation composer; the agent reviews, edits, and sends, unless auto-send is explicitly enabled.

Chatbot branch

A conditional path in a bot flow that directs the conversation based on a button choice, captured input, or contact property value.

Knowledge base category

A grouping level above articles that organizes content for navigation and shapes article URL paths; subcategories add a further level of structure.

Article publish state

The status of a knowledge base article as draft, published, or scheduled; only published articles appear publicly and feed bots and AI agents.

Private knowledge base

A knowledge base restricted to registered visitors or SSO-authenticated users, so content is not publicly indexed or readable without login.

Article SEO fields

Per-article metadata including title, meta description, URL slug, and canonical tag, which control how the article appears in search results.

Knowledge base search analytics

Reports of what visitors search for, including terms returning no results; repeated no-result searches signal content gaps to fill.

Article template

A predefined structure such as how-to, troubleshooting, or FAQ that sets default headings and layout so articles stay consistent across authors.

Multi-language article variant

A language-specific version of an article within a multi-language knowledge base, each with its own publish state, URL, and translation status.

Self-service deflection

The reduction in tickets achieved when customers resolve issues through knowledge base content or bots instead of contacting support directly.

Customer health score

A composite number built from weighted factors such as ticket volume, sentiment, survey results, and product usage, used to flag accounts at risk.

Health score grade

A label mapped to a numeric health score range, such as healthy, neutral, or at risk; thresholds are configurable and must be documented for reporting.

Cohort retention analysis

Grouping contacts or companies by start period and tracking the percentage still retained in later periods to reveal churn patterns over time.

CSAT percentage positive

The share of survey responses rated positive on a 1-5 or 1-7 scale; report it alongside response rate, since low response rates weaken confidence.

NPS calculation

Percent promoters (scores 9-10) minus percent detractors (scores 0-6) on a 0-10 scale; passives score 7-8 and are excluded from the calculation.

Average time to close

A ticket report measure of elapsed time from creation to closed stage, typically averaged across tickets filtered by pipeline, team, or period.

SLA compliance rate

The percentage of tickets that met a given SLA target within the reporting period, split by pipeline or team and compared against breached tickets.

Repeat contact rate

The share of customers who open new tickets for the same or related issues within a period; a leading indicator of unresolved problems and churn risk.

Report-level filter precedence

Filters set on an individual report override dashboard-level filters, so conflicting settings can hide data; consolidate filters to avoid misleading results.

Ticket sentiment trend

A time series of sentiment scores assigned to ticket conversations, used alongside survey data as an early warning of declining customer satisfaction.