Most people think of tickets as just customer support requests. But smart SMBs are flipping the script—using HubSpot Service Hub tickets to track account health and prevent churn before it happens.
Here’s how you can turn tickets into an early-warning system for your customer base.
Start by defining what recurring issues are red flags. For example:
Repeated “billing issues” tickets from finance.
Product bugs logged more than twice in a quarter.
“Training request” tickets that indicate users aren’t confident.
Each one of these is a signal that an account may be at risk of downgrading or churning.
Why it matters: You move from reactive firefighting to proactive account management.
Create a dedicated ticket pipeline in Service Hub, separate from support. Call it something like Account Health. Each “ticket” in this pipeline represents a health issue tied to a company record.
This way, instead of losing patterns in scattered emails, you’ve got structured data inside the CRM.
Playbook Example:
Pipeline stages: Identified → Monitoring → At Risk → Resolved.
Automate reminders for CSMs to follow up on tickets stuck in “Monitoring” longer than 14 days.
Since Service Hub tickets live inside HubSpot CRM, they’re automatically associated with companies and contacts. That means:
Sales can see if an account is raising repeated service issues.
Customer success can spot patterns across the portfolio.
Leadership gets reporting on account health trends.
Pro tip: Create a workflow that bumps a company’s “Health Score” property down whenever certain ticket categories are logged.
Once you’re tracking account health tickets, reporting becomes easy. Examples:
“Top 10 accounts with recurring tickets.”
“Average time to resolve health signals.”
“Churn risk by ticket category.”
These reports give your team line of sight into risks before renewal time.
Service Hub isn’t just about fixing problems—it’s about predicting them. By turning tickets into account health trackers, you give your team a powerful early-warning system that directly protects revenue.
At Huntscape Operations Partners, we build these kinds of proactive Service Hub systems for SMBs. Instead of waiting for churn to hit, let’s help you prevent it.
👉 Talk to us about building an Account Health pipeline in Service Hub