When users face issues, they expect quick resolutions and seamless communication—and businesses that fail to deliver risk losing trust and loyalty. 

This was the case for a forward-thinking EdTech company that had outgrown its existing ticketing system. The company's legacy platform was expensive, disconnected from its broader operations, and struggled to keep up with the volume and complexity of customer requests.

The time had come for a change. The company turned to Origin 63 to transition its legacy ticketing system to a more integrated and efficient platform, leveraging HubSpot's HelpDesk.

The Challenge: A Costly System That Couldn't Keep Up

For years, the company relied on Zendesk to manage customer support tickets. While functional, the system presented significant challenges as the company grew. 

First, it operated in isolation, leaving its support team disconnected from the sales and marketing teams using HubSpot. This lack of integration made it harder to share information across departments and slowed down internal processes.

Additionally, the system was expensive, straining resources without delivering the flexibility and scalability the business required. Ticket management was cumbersome, with manual processes leading to inefficiencies and increased risks of human error. 

As ticket volumes rose, meeting their high customer satisfaction (CSAT) standards—a hallmark of their service reputation—became harder.

The company also faced operational risks tied to an aging platform. Without modern automation or effective SLA tracking, high-priority issues risked delays, and complex cases struggled to find the correct resolution paths. 

Recognizing these pain points and their potential impact on customers and team morale, the company needed a more cost-effective solution capable of scaling with its future growth.

A Tailored Helpdesk Transformation for Long-Term Success

Faced with increasing complexity in its support operations, the company partnered with Origin 63 to completely revamp its ticketing processes and streamline its helpdesk system. 

The transformation was about migrating data and rethinking how support could be delivered more effectively and efficiently. Here's how the new solution came to life:

1. Ensuring a Smooth Transition from Zendesk to HubSpot

The migration process was at the project's core, as it had to ensure all ticket histories, customer data, and ongoing cases were seamlessly transitioned without disrupting operations. Origin 63 meticulously planned and executed the migration in several phases:

The first phase involved data mapping. Before transferring any data, the team worked closely with the company to identify which fields in Zendesk, such as ticket statuses, user interactions, and activities, needed to be retained. 

This step also included cleaning up outdated or unnecessary records to ensure the new system was streamlined.

The next step involved sandbox testing. Sample data was pushed into a test environment (sandbox) to verify accuracy and functionality. Any discrepancies were addressed before proceeding to the production phase.

On the final migration day, a delta push was performed to ensure the latest updates from Zendesk, such as ongoing ticket statuses, were accurately reflected in HubSpot. This approach prevented gaps in communication or confusion for both the support team and their customers.

This careful process guaranteed continuity in customer service, maintaining trust and reliability throughout the transition.

2. Simplifying Ticket Creation and Routing

The company’s biggest challenge was managing 12 separate ticket forms across its support operations. These forms were previously isolated, making it hard for users to know where to start and for agents to categorize and route tickets efficiently. 

HubSpot’s Knowledge Base only supports a single linked form in its navigation menu. To work around this limitation, Origin 63 created a main “Submit a Request” form that linked users to a custom Knowledge Base page containing all 12 forms. 

This allowed users to select the most relevant form to their issue, ensuring accurate ticket categorization. 

Origin 63 embedded links and organized this page to create a seamless experience where users could easily navigate between options without feeling overwhelmed.

Once a ticket was submitted, HubSpot workflows analyzed details such as the form type and categorized the ticket accordingly. Tickets were then routed directly to the appropriate team or agent. This eliminated manual sorting, reducing errors and speeding up response times.

These changes ensured every ticket reached the right hands with all necessary details already included, giving agents a head start on resolving customer issues.

3. Prioritizing Responses: Implementation of SLA Metrics

Origin 63 introduced service-level agreements (SLAs) tailored to the company’s specific needs to ensure tickets were addressed promptly. These metrics were configured to track benchmarks for tickets based on priority levels:

• High Priority: Urgent tickets required a 1-hour response and an 18-hour resolution.
• Medium Priority: Standard tickets had a 3-hour response and a 40-hour resolution.
• Low Priority: Non-urgent tickets were allotted a 6-hour response and 58-hour resolution.

HubSpot dashboards displayed real-time SLA performance, highlighting overdue tickets and prioritizing those nearing their deadlines. This visibility helped support managers identify bottlenecks and take proactive measures to keep operations running smoothly. 

Clearly defining expectations empowered the team to prioritize work effectively and maintain their high CSAT scores.

4. Enhancing Collaboration and Communication

With a growing support team handling a high volume of tickets, clear communication became a priority. Origin 63 implemented several automation features to streamline both internal collaboration and external updates:

1. Automated Status Updates: Whenever a customer submits a ticket, they receive an automatic acknowledgment email. 

As tickets progress through statuses (e.g., “Waiting on Customer,” “On Hold,” etc.), both customers and agents are notified, reducing the need for manual follow-ups.

2. Internal Notes and Escalations: Tickets that required input from other teams, such as engineering, were updated with internal comments that tagged relevant team members. This kept communication focused and clear without involving the customer in behind-the-scenes discussions.
3. CSAT Feedback Loops: After tickets were resolved, automated CSAT surveys were sent out, allowing the company to gather valuable feedback and track trends over time. Responses were shared with team leads to celebrate wins or address areas for improvement.

This system reduced delays, improved accuracy, and ensured all team members aligned on ticket progress.

5. Making Self-Service Easy: Knowledge Base Enhancements

The limitations of HubSpot’s Knowledge Base navigation required creative problem-solving. While only one form could be linked in the Knowledge Base menu, Origin 63 designed a custom solution that allowed users to access multiple forms intuitively:

1. Embedding Form Links: Linking a single “Submit a Request” button to a Knowledge Base article containing categorized form links lets Origin 63 provide users with clear options for different issues. 

For example, users could select forms for technical support, content inquiries, or billing issues—all from one page.

2. Agent-Friendly Views: Each form submission was routed to a dedicated view in HubSpot, where support agents could quickly see and act on relevant tickets. 

These views were organized by ticket type, SLA priority, and status, giving agents immediate access to the most pressing tasks.

This made the customer experience smoother and reduced back-and-forth communications, allowing agents to resolve tickets faster.

Transformative Results: Delivering Efficiency, Visibility, and Satisfaction

The transition to HubSpot’s integrated helpdesk was more than just a systems change—it marked a transformation in how the company approached customer support. 

Origin 63 helped the company achieve tangible, far-reaching improvements by implementing streamlined processes, robust automation, and user-friendly tools.

1. Reduced Costs Through Streamlined Systems

Before working with Origin 63, the company relied on multiple disconnected tools for customer support, sales, and marketing. The setup wasn’t just expensive; it created inefficiencies that cost time and resources. 

Origin 63 helped them move to HubSpot, consolidating all these functions into one system.

This transition reduced subscription costs and eliminated the need for complex, time-consuming integrations. With fewer management tools, the team could focus on serving customers instead of troubleshooting their tech stack.

2. Faster, Smarter Ticket Management

The company’s previous setup with Zendesk required a lot of manual effort. Agents had to sort and route tickets, which often caused delays and mistakes. With HubSpot, Origin 63 introduced automated workflows to streamline this process

• Simplified Ticket Forms: Origin 63 reorganized 12 separate ticket forms into a single, easy-to-use system in the Knowledge Base. Customers could quickly find the right form for their issue, and tickets arrived pre-categorized based on the submitted form.
• Automated Routing: Tickets were sent directly to the right team or agent based on their type and urgency. For example, a high-priority technical issue was routed to the engineering team, while billing questions went straight to the finance team.

This automation didn’t just save time—it made it easier for agents to start working on tickets immediately, reducing backlogs and improving response times.

3. Greater Visibility Into Performance

Before migrating to HubSpot, the company struggled to track its support team's performance. Without precise data, it was hard to know where delays were happening or whether high-priority tickets were being handled quickly enough. 

Origin 63 solved this by setting up real-time dashboards and SLA tracking. With these tools, managers could:

• Monitor ticket statuses at a glance and address overdue tasks right away.
• Track SLA metrics, like response and resolution times, to ensure urgent issues are being prioritized.
• Use detailed reports to identify trends, such as the most common issues or agents needing additional support or training.

For example, one report showed that technical support tickets took longer to resolve than expected. Armed with this data, the company added more training for agents handling those tickets, significantly reducing resolution times.

4. Sustained Customer Satisfaction

Customer satisfaction was already a strength for the company, and the new system improved it. 

Origin 63 implemented automated updates that kept customers informed throughout the process, from acknowledging their ticket submission to notifying them when an issue was resolved.

Customers felt confident their concerns were being addressed. In post-resolution surveys:

• 90% of respondents rated their experience as “happy.”
• The team achieved a substantial 17% survey response rate, well above the industry average.

These improvements didn’t just maintain the company’s reputation—they enhanced it, showing customers they could rely on timely, professional support.

5. A Smooth, Seamless Migration

Operational disruption is a significant risk of any system migration, but with Origin 63’s meticulous planning, the company experienced none.

Origin 63 worked closely with the company to map Zendesk ticket properties to HubSpot, cleaning up outdated data. Sample data was tested in a sandbox environment before being moved to the live system. 

On launch day, a delta push ensured that all active tickets reflected their latest statuses, so nothing slipped through the cracks.

Training sessions and hands-on demonstrations ensured the support team was ready to use HubSpot from day one. This included showing them how to navigate new workflows, dashboards, and SLA tracking tools.

Customers never experienced service disruptions, and agents could hit the ground running with their new tools.

A Zendesk Migration That Elevated Customer Service

Origin 63 helped this EdTech leader elevate their customer support capabilities to match their innovative approach to education. The result was a scalable, efficient, and customer-centric system that enhanced service delivery while aligning seamlessly with existing operations.

This project wasn't merely about moving data but fundamentally reshaping how the company approached customer service. Implementing custom workflows, SLA metrics, and enhanced Knowledge Base functionalities brought efficiency and clarity to their operations. 

Meanwhile, the seamless migration and innovative solutions ensured continuity for their team and customers. The company is now better positioned to handle growing ticket volumes, maintain its high CSAT scores, and leverage data for strategic decision-making.

If your business seeks similar transformative solutions, consider exploring how integrated platforms like HubSpot can revolutionize customer support operations.

It’s Your Turn to Upgrade Your Ticketing System

Don’t let outdated tools and inefficient processes limit your potential. At Origin 63, we excel in transforming helpdesk operations for businesses like yours, creating streamlined, scalable solutions that drive results. 

Let us help you deliver exceptional support—contact us today to start your transformation!