Hey Hubspot users- ready to make your support game stronger, faster, and a whole lot smoother? HubSpot’s latest Service Hub updates are here to turn your ‘help!’ into a high-five.

If you’re a fan of Service Hub, then you’re going to love the latest updates rolling out. They're all about making your support process smoother, faster, and a bit more fun. Let’s dive into some of the shiniest new features.

Aircall Integration: Create Tickets from Calls

If your platform’s already integrated with Aircall, then this first update is definitely for you! Tired of manually creating tickets every time you get a call? Say goodbye to that hassle!
 
With this latest update, when a customer calls in with an issue, you can instantly generate a ticket, track the conversation, and make sure nothing slips through the cracks. No more hopping between platforms or scribbling notes—everything is all in one place.
 
If you’re an Aircall user but haven’t yet integrated it with HubSpot, now’s the perfect time to bump that task up your to-do list. After all, it’s just one more way to make sure your team stays on top of customer issues and keeps things running smoothly!

Assigning a Customer Agent to an Email

If you’re constantly battling email overload (who isn’t?), then this next update is for you. HubSpot is making it possible to assign a customer agent to your email accounts. Now, instead of struggling to assign tickets manually or losing track of customer queries, you can delegate emails to the right agent every time.
 
This not only improves response times but also ensures that your customers get the right help when they need it.
 
Whether it’s a quick query or a more complex issue, knowing who’s handling each case makes everything flow a little bit more smoothly.

Rotate Ticket Owners Based on Availability and Workload

Tired of seeing tickets sitting in limbo because the assigned agent is on lunch? HubSpot’s updated Rotate Owner action in workflows now lets you assign tickets based on agent availability.
 
Here’s the kicker—it also ensures an even distribution of tickets, so no agent is overloaded while others are twiddling their thumbs.
 
With the new options, you can assign tickets to specific users, teams, or even to the contact owner directly (with a fallback just in case). Plus, you can choose between a balanced assignment or random selection—whatever fits your team’s needs best. It’s all about getting the right tickets to the right people at the right time. No more missed SLAs or frustration on the floor!

Introducing "Urgent" Priority for Tickets

Let’s be honest—sometimes a “High” priority just isn’t high enough. HubSpot has added a new Urgent priority option to the ticket object, so now you can flag those time-sensitive issues that need immediate attention. You asked for it, and HubSpot delivered!
 
This feature is perfect for incidents or any situations where waiting isn’t an option. Now, when setting up tickets, you’ll have four priority options: Urgent, High, Medium, and Low. And for those managing SLAs, this means more flexibility and clarity in how you manage customer expectations.

Support SLAs for All Tickets Visible in Help Desk

Ever had a situation where you couldn’t assign an SLA to a ticket because it wasn’t created through a channel? Not anymore! HubSpot has updated their system to allow all tickets visible in the Help Desk to have an SLA assigned.
 
This update makes managing your support workflows even easier, ensuring that no matter how a ticket enters your system—whether it’s through automation, manually created, or via a customer request—you can still apply SLAs.
 
This should help prevent confusion around which tickets are covered by SLAs and give your support team a clear, consistent approach to prioritising work.

What’s Next?

While these updates are all live and available, HubSpot is also working on a couple of exciting features still in development. Soon, businesses will be able to assign customer agents directly to email accounts (hello, automated support!).
 
There’ll also be a choice to customise the handoff process for your Customer Agent—whether it should pass the baton to a human agent or keep handling things until your team is back online.

To Sum it Up…

The latest updates to HubSpot’s Service Hub are all about making support easier, faster, and more organised.
 
Whether you’re handling phone calls, emails, or ticket workflows, these new features let you manage customer interactions more efficiently, reduce response times, and ultimately provide a better experience for your customers.
 
So, if you haven’t checked out these updates yet, what are you waiting for? Your support team will thank you—and so will your customers!