This guide will walk through how to build custom dashboards in Hubspot Service Hub, covering key features, setup steps, and best practices to help businesses get the most out of their customer service analytics.
1. Why Use Custom Dashboards in Hubspot Service Hub?
Custom dashboards provide real-time insights into customer service performance by displaying key metrics in a single, easy-to-read interface.
Key Benefits of Custom Dashboards:
- Monitor ticket volume and resolution times to optimize efficiency.
- Analyze agent performance to ensure high-quality support.
- Track customer satisfaction metrics to improve service strategies.
- Identify trends and potential issues before they escalate.
By customizing dashboards, businesses can focus on the metrics that matter most, ensuring data-driven decisions that enhance customer experience.
2. Accessing the Hubspot Dashboard Builder
To begin building a custom dashboard in Hubspot Service Hub, follow these steps:
- Log into Hubspot and navigate to the Reports & Dashboards section.
- Click Dashboards in the main navigation menu.
- Click Create Dashboard in the top-right corner.
- Choose between starting from scratch or selecting a pre-built template.
- Name the dashboard based on its purpose (e.g., Customer Support Overview).
- Set user permissions to control who can view and edit the dashboard.
Once the dashboard is created, it’s time to add custom reports and widgets to display the most relevant customer service data.
3. Adding Custom Reports to the Dashboard
Hubspot allows businesses to add custom reports that display specific customer service metrics.
How to Add Reports to a Custom Dashboard:
- Open the dashboard editor.
- Click Add Report and select Create Custom Report.
- Choose a report type, such as:
- Single-object reports (e.g., Tickets, Conversations, Contacts).
- Cross-object reports (e.g., Support Tickets + Customer Satisfaction).
- Funnel reports (e.g., Tracking issue resolution stages).
- Select data fields and filters to refine the report (e.g., "Tickets Closed in the Last 30 Days").
- Customize the chart type (e.g., bar chart, pie chart, line graph).
- Click Save & Add to Dashboard to include the report in the dashboard.
Popular Reports for a Service Hub Dashboard:
- Ticket Volume Trends: Track the number of customer inquiries over time.
- Agent Performance Metrics: Monitor how many tickets each agent handles.
- Response and Resolution Times: Analyze how quickly issues are resolved.
- Customer Satisfaction (CSAT) Scores: Measure overall service effectiveness.
- Net Promoter Score (NPS) Trends: Identify customer loyalty trends.
By combining different reports, businesses can create a comprehensive customer service dashboard.
4. Customizing Dashboard Layout and Design
Once reports are added, businesses can organize and customize the dashboard layout for better visibility.
How to Customize Dashboard Layout:
- Drag and drop reports to arrange them in priority order.
- Resize widgets to highlight the most critical data points.
- Group similar reports together (e.g., Agent Performance, Ticket Trends, Customer Feedback).
- Add text boxes to provide context for key metrics.
- Use color coding to differentiate between different types of data.
A well-structured dashboard ensures that teams can quickly access key insights without navigating through unnecessary data.
5. Automating Dashboard Updates and Alerts
To ensure real-time data tracking, Hubspot Service Hub allows businesses to automate dashboard updates and set alerts.
How to Automate Dashboard Updates:
- Dashboards automatically update with the latest data from customer interactions.
- Use filters to adjust time frames (e.g., "Last 7 Days," "Last 30 Days," "This Quarter").
- Create scheduled dashboard emails to send reports to team members.
Setting Up Alerts for Key Metrics:
- Navigate to Reports > Custom Alerts.
- Select the metric to monitor (e.g., "Tickets Pending for Over 48 Hours").
- Set a threshold that triggers an alert (e.g., "If ticket resolution time exceeds 3 days").
- Choose notification recipients (e.g., support managers, team leads).
Alerts help teams proactively manage customer issues, preventing delays and improving response times.
6. Sharing Dashboards with Teams
Hubspot allows businesses to share dashboards with team members, ensuring that everyone has access to critical customer service data.
How to Share a Custom Dashboard:
- Open the dashboard settings.
- Click Manage Access and select:
- Private Dashboard: Only visible to specific users.
- Shared with Teams: Accessible to designated teams (e.g., Support Team, Sales Team).
- Public Dashboard: Available to all users in the Hubspot account.
- Click Save Changes to apply permissions.
Best Practice: Schedule automated email reports so that team members receive regular updates on key metrics.
7. Best Practices for Effective Custom Dashboards
To ensure a useful and actionable dashboard, follow these best practices:
Keep It Simple and Focused
- Only include essential metrics that drive decision-making.
- Avoid cluttering the dashboard with irrelevant data.
Use Data Visualizations for Better Insights
- Replace text-heavy reports with graphs and charts.
- Use color-coded metrics to highlight performance trends.
Update and Review Metrics Regularly
- Check if the dashboard aligns with current business goals.
- Adjust filters and data sources as needed.
Assign Ownership and Responsibility
- Designate team members to monitor specific reports.
- Set up alerts for critical support metrics.
Integrate with Other Hubspot Hubs
- Link Service Hub dashboards with Hubspot CRM, Sales Hub, and Marketing Hub to get a 360-degree view of customer interactions.
By following these best practices, businesses can create a powerful and insightful customer service dashboard that drives better decision-making.
Final Thoughts
Custom dashboards in Hubspot Service Hub allow businesses to track customer service performance, monitor key metrics, and improve support efficiency. By automating reports, setting alerts, and sharing insights with teams, businesses can provide faster, more efficient, and more personalized customer service.