--- title: HubSpot Enterprise Support Operation for iMerit | Unleash Tech Worx description: iMerit needed more than a ticketing tool — it needed a complete support operation. See how Unleash Tech Worx built it in HubSpot Service Hub Enterprise. --- [![logo](https://unleashtechworx.com/hubfs/logo.png)](https://unleashtechworx.com/?hsLang=en) - [Home](https://unleashtechworx.com/?hsLang=en) - [About](https://unleashtechworx.com/about-us?hsLang=en) - Careers - [Join The Team](https://unleashtechworx.com/careers?hsLang=en) - [HubSpot Bootcamp](https://unleashtechworx.com/hubspot-bootcamp?hsLang=en) - Solutions - [Services](https://unleashtechworx.com/solutions?hsLang=en) - [CRM Setup](https://unleashtechworx.com/service-crm-setup?hsLang=en) - [Consulting Services](https://unleashtechworx.com/service-consulting-services?hsLang=en) - [Marketing Automation](https://unleashtechworx.com/service-marketing-automation?hsLang=en) - [Service Automation](https://unleashtechworx.com/service-service-automation?hsLang=en) - [Success Stories](https://unleashtechworx.com/success-stories?hsLang=en) - Tools - [RevOps Calculator](https://revops.unleashtechworx.com/) - [Business Case Builder](https://businesscase.unleashtechworx.com/) - [ROI Calculator](https://roi.unleashtechworx.com/) - [Blogs](https://unleashtechworx.com/unleash-blogs?hsLang=en) - [FAQ's](https://unleashtechworx.com/faq?hsLang=en) - [Contact Us](https://unleashtechworx.com/contact-us?hsLang=en) iMerit # How **iMerit** Launched a Full Enterprise Support Operation in HubSpot A phased HubSpot Service Hub Enterprise implementation covering ticketing, knowledge base, customer portal, structured feedback, and reporting — delivered across four controlled milestones. **Client:** iMerit **Service:** HubSpot Service Hub Enterprise **Duration:** 6–8 Weeks 200 Hrs Scoped Implementation Effort 4 Milestones: Phased, Controlled Rollout 3 Survey Types: CSAT, NPS & CES Live The Client ## iMerit iMerit needed more than a ticketing tool switched on inside HubSpot — it needed a complete support operation: structured ticketing with SLAs, a self-serve knowledge base, a branded customer portal, automated feedback capture, and reporting leadership could actually act on. Unleash Tech Worx ran the engagement as a phased, four-milestone build over six to eight weeks, with implementation billing starting from the first kickoff call. The Challenge ## The Challenge Before the build, iMerit had no structured support operation to speak of: **Unstructured ticketing:** Support requests had no defined pipelines, stages, or SLAs to move through consistently. **No self-serve support:** There was no knowledge base or customer portal for customers to find answers on their own. **Manual assignment & escalation:** No round-robin or rules-based routing existed to get tickets to the right agent, fast. **No structured feedback loop:** Nothing systematically captured CSAT, NPS, or CES data tied back to tickets. **No support reporting:** No dashboards existed for SLA compliance or agent performance. The Approach ## The Approach Unleash Tech Worx built the entire support operation as one connected system inside HubSpot Service Hub Enterprise, phased for controlled deployment and measurable progress at every stage: Ticket pipelines, stages & custom properties Round-robin / rules-based assignment automation Escalation routing & SLA configuration Knowledge base structure, branding & migration Customer portal with visibility & access controls Customer agent setup with handoff automation CSAT, NPS & CES surveys with auto-triggers Service, SLA compliance & agent dashboards Support team & supervisor/admin training QA review, go-live & 1-month post-launch support The Client ## iMerit 1 #### Milestone 1 — Weeks 1–2 Kickoff, portal access, teams & permissions, ticket pipelines, SLAs, and assignment automation. 2 #### Milestone 2 — Weeks 2–3 Knowledge base structure, branding, article migration, and a live customer portal. 3 #### Milestone 3 — Weeks 3–5 Customer agent setup, handoff automation, and CSAT/NPS/CES surveys live with routing. 4 #### Milestone 4 — Weeks 5–6 Service & SLA dashboards, team training, QA review, go-live, and project sign-off. ## The Shift #### Before 1. No structured pipelines, stages or SLAs 2. No self-serve knowledge base or portal 3. Manual, ad hoc ticket assignment 4. No systematic CSAT/NPS/CES capture 5. No dashboards for SLA or agent performance #### After 1. Full ticketing system with SLAs & automation 2. Live knowledge base & branded customer portal 3. Automated, rules-based assignment & escalation 4. CSAT, NPS & CES surveys running on autopilot 5. Real-time dashboards for leadership & supervisors ## Services Provided HubSpot Service Hub Enterprise ImplementationTicketing & SLA ConfigurationKnowledge Base SetupCustomer Portal ConfigurationAgent Automation & Handoff RulesCSAT / NPS / CES Survey SetupService & SLA DashboardsEscalation & Assignment AutomationSupport Team TrainingPost-Go-Live Support ## The Outcome iMerit went from zero structured support tooling to a full enterprise operation in HubSpot Service Hub — live ticketing with SLAs, a self-serve knowledge base and customer portal, automated CSAT/NPS/CES capture, and real-time dashboards for leadership. 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