Hanna Hosk
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Customer support portalSupport cases with promises kept

A portal where customers log in to create and follow their support cases, with the support process running behind it.

For
Consulting firm, in HubSpot
Year
2026
Status
In progress
CustomerPortalProcessSupportCustomerSupport portallog in, create caseTier stampPriorityand triageResponse timein office hoursSupport team
Every case gets its tier, priority and response time before it reaches the support team. Swipe sideways to see all of it.

Problem

Support requests came in through many channels, with no clear response times per customer tier.

What I built

I lead the testing and build the process behind the portal: tier stamping on every case, priority and triage, response times per tier counted in office hours, and case counters per company.

Result

All three support tiers run end to end in the test environment. Going live is next.

Stack

  • HubSpot Content Hub
  • HubSpot Service Hub
  • JavaScript
  • Workflows

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