HubSpot Service Software key terms

The central workspace where support teams receive, organize, and respond to customer conversations across email, chat, and other connected channels from one shared location.

A connected email address that multiple team members can view and reply from, with assignment and status controls that prevent duplicate or conflicting responses.

A record representing a single customer request or issue, tracking its status, owner, priority, associated contact, and full conversation history over time.

An ordered set of stages a ticket moves through from creation to closure, letting teams visualize workload and measure how long resolution takes.

The stage label that shows where a ticket sits in its lifecycle, such as new, waiting on contact, or closed, and that drives automation and reporting.

The individual user currently responsible for a ticket, whose assignment determines who is accountable for the next action and appears in workload reporting.

A threaded exchange with a contact across a channel such as email, live chat, or messaging, which can be linked to a ticket and to the contact record.

A connected communication source, such as an email inbox, website chat widget, or messaging app, through which customer conversations enter the help desk.

A service level agreement in software form: a policy that sets target response and resolution times and can trigger escalation when those targets are at risk.

The act of raising a ticket's priority or handing it to a more senior team or specialist when it breaches policy, nears an SLA deadline, or exceeds normal complexity.

Logic that automatically assigns incoming conversations or tickets to the right team or user based on criteria such as channel, keyword, contact property, or availability.

An assignment method that distributes new items in turn among eligible users or teams so workload stays balanced without manual triage.

An automated sequence of actions, such as sending an email, setting a property, or changing ticket status, triggered when a record meets defined enrollment criteria.

The condition that causes a record to enter a workflow, evaluated as filters on properties or events, and re-evaluated when the record is edited.

A scripted conversational tool that greets visitors, answers common questions, and collects details before handing the conversation to a human agent.

An AI-powered conversational agent that uses knowledge base content and connected data to answer customer questions and resolve requests with limited human involvement.

The transfer of a conversation from an automated agent or bot to a human user, ideally carrying context such as transcript and collected contact details.

A structured library of help articles that support agents use internally and customers can browse for self-service answers, organized by category and permissions.

A public-facing website where customers search help articles, browse categories, and sometimes submit or track their own support requests without contacting an agent.

A single knowledge base document containing a title, body content, category, and visibility settings, which can be surfaced in search, chat, or agent replies.

A feature that proposes relevant knowledge base articles to an agent while they draft a reply, helping them answer faster and consistently.

A topic customers ask about that lacks adequate article coverage, identified by analyzing search terms and unanswered questions and then used to prioritize content creation.

Upvote or downvote input collected from readers on a help article, used as a signal of content quality and to flag articles needing revision.

A composite metric combining signals such as product usage, support history, and engagement to indicate how likely a customer is to renew or churn.

The assessed likelihood that a customer will cancel or not renew, often expressed as a band or score derived from health signals and used to prioritize outreach.

A contact or company property that stores a computed health value, updated by workflow logic or integrations so teams can segment and report on customer risk.

The share of customers who remain active and renew over a period, a core outcome that service quality, onboarding, and proactive support aim to improve.

A structured questionnaire, such as CSAT or NPS, sent after an interaction or on a schedule to measure satisfaction and loyalty and feed service reporting.

Customer satisfaction score, typically the percentage of respondents rating an interaction positively on a short scale, used to gauge service quality at the ticket level.

Net Promoter Score, calculated from the share of promoters minus detractors on a zero-to-ten likelihood-to-recommend question, reflecting overall relationship loyalty.

A dashboard or saved view summarizing support performance, such as ticket volume, resolution time, and satisfaction, used to spot trends and staff appropriately.

The elapsed time between a customer's first message and the first human reply, a key service metric often governed by SLA targets.

The total time from ticket creation to closure, used to measure efficiency and compare performance across teams, channels, and issue types.

The count of tickets created, open, or closed over a period, broken down by channel or category to forecast demand and balance agent workload.

A report comparing individual or team output, such as tickets closed per day and average response time, used for coaching rather than punishment.

The profile storing a customer's identity, properties, and timeline of interactions, which links conversations, tickets, and survey responses to one person.