Most support teams know they need better reporting, but many don't know where to start. Tickets get closed every day, but executives can't see what's happening. Managers don't have a clear view of how the team is performing, and it's hard to spot problems before they grow bigger.
HubSpot Service Hub dashboards pull metrics into one place. Instead of digging through spreadsheets or chasing numbers across different tools, leaders get a clear view of what matters most: response times, resolution rates, customer satisfaction, and SLA compliance.
In this blog, we'll walk through how to build dashboards in Service Hub that give leadership the visibility they need to make faster, smarter decisions and keep service running smoothly.
Without clear data, it's easy for support teams to fly blind. Managers don't know which tickets are taking too long, where bottlenecks are forming, or how customers really feel about the service they're getting.
This makes it hard to improve or even know if things are going in the right direction. Dashboards bring all of your important support metrics into one view. Instead of checking multiple systems or waiting for weekly reports, leaders can open HubSpot and instantly see how the team is doing.
This real-time visibility makes it easier to catch issues early, coach reps, and make data-driven decisions.
The stakes are high. Poor customer experiences worldwide generate $3.7 trillion in sales risk for businesses. When leaders can track the metrics that matter, they can invest in the right areas, celebrate wins, and fix problems before customers walk away.
Not every metric deserves a spot on your dashboard. Leadership needs to see the numbers that actually move the needle, not just vanity metrics that look good but don't help make decisions. Here are the most important KPIs to track in HubSpot Service Hub:
This shows how long it takes your team to reply to the first message from a customer. Fast response times matter because customers expect quick help. In fact, 73% of consumers say they would leave a company after just one bad experience.
If this number starts climbing, it's a sign your team might be overwhelmed or that tickets aren't being routed correctly.
Resolution time tracks how long it takes to fully close a ticket. While response time is about speed, resolution time is about efficiency.
If tickets are staying open for too long, it could mean issues are more complex than expected or that your team needs better tools or training.
Service Level Agreements (SLAs) set expectations for how quickly tickets should be answered or resolved.
Tracking SLA compliance shows whether your team is meeting those commitments. If compliance starts dropping, leaders know they need to adjust workloads or add more support capacity.
CSAT measures how happy customers are after an interaction. HubSpot makes it easy to send short surveys after tickets close, and the results feed directly into your dashboard. A dip in CSAT scores is an early warning that service quality might be slipping.
This matters because 43% of customers said that poor customer service discouraged them from buying from a brand again.
NPS shows how likely customers are to recommend your business. While CSAT tracks satisfaction with individual interactions, NPS gives you a bigger picture of customer loyalty.
Both metrics together help you understand not just if customers are happy today, but if they'll stick around tomorrow. The payoff is clear: 75% of customers will spend more on brands that offer good customer experiences.
Customers reach out through email, chat, phone, and social media. Tracking ticket volume by channel helps you see where most requests are coming from. If chat tickets are spiking, you might need to adjust staffing or add automation to handle the load.
This data helps you invest in the right channels and identify opportunities to shift requests to self-service options like knowledge bases or chatbots, which can reduce overall ticket volume.
This metric shows how often your team solves a problem in the first reply. High first contact resolution means customers don't have to follow up multiple times, which saves them time and builds trust. It also reduces the overall workload for your team.
When customers get answers right away, they're more likely to stay loyal and recommend your brand to others.
Tracking this rate over time helps you identify which types of issues are easiest to resolve quickly and which ones need better resources, training, or documentation to improve efficiency.
Building a dashboard in Service Hub is straightforward. You can start from scratch or use one of HubSpot's pre-made templates. Here's how to set one up step by step:
In your HubSpot account, go to Reporting, then click Dashboards. This is where all of your dashboards live. If you're starting fresh, you'll see options to create a new dashboard or choose from HubSpot's library.
HubSpot offers pre-made dashboard templates that are tailored to common use cases. For support teams, look for templates focused on service performance, ticket resolution, or customer satisfaction.
If you prefer to build your own, select "Create dashboard" and give it a clear name like "Support Team Performance" or "Leadership Service Dashboard."
Once your dashboard is created, click "Add report." You can choose from saved reports or create a new one. For example, you might add a report showing average response time over the last 30 days, or a breakdown of tickets by priority level.
HubSpot's report library lets you search for reports by topic, so you can quickly find ones related to tickets, customer feedback, or SLA tracking.
You can move reports around on your dashboard by dragging and dropping them. You can also resize reports to highlight the most important metrics. For example, if SLA compliance is a top priority, make that report bigger so it stands out.
Add notes to your dashboard if you want to provide context or instructions for your team. Notes can include text, images, or even video, which is helpful when explaining how to read certain reports.
Decide who can view or edit the dashboard. You can keep it private, share it with your entire team, or limit access to specific users or teams. For leadership dashboards, you might want to share them with managers and executives while keeping editing rights restricted to the support team lead.
Dashboard filters let you narrow down the data you're looking at. For example, you can filter by date range, ticket owner, or ticket pipeline. This is useful when leaders want to see performance for a specific team member or compare data from different time periods.
HubSpot also lets you create quick filters that pin certain properties to the top of the dashboard for easy access. For example, you could add a quick filter for "Ticket Owner" so managers can quickly see how each rep is performing without rebuilding the dashboard.
Yes, HubSpot Service Hub tracks SLA compliance and makes it easy to report on. SLAs help you set clear expectations for how quickly your team should respond to or resolve tickets.
When you set up SLAs in HubSpot, the system automatically tracks whether tickets are meeting those goals.
In Service Hub, you can create different SLA policies based on ticket priority, channel, or other criteria. For example, high-priority tickets might have a 2-hour response SLA, while low-priority tickets might have a 24-hour SLA.
Once these policies are in place, HubSpot tracks each ticket's progress and flags any that are at risk of missing the deadline. This gives reps and managers real-time visibility so they can take action before a ticket goes overdue.
To add SLA compliance to a dashboard, create a report that shows the percentage of tickets meeting their SLA targets. You can break this down by priority level, ticket owner, or channel to see where compliance is strong and where it needs improvement.
For example, if email tickets are consistently missing their SLA while chat tickets are on track, you might need to adjust workloads or add more reps to handle email.
Dashboards aren't just for tracking numbers. They're tools that help leaders make better decisions, coach their teams, and improve the overall customer experience.
Here's how executives and managers can use Service Hub dashboards in practice:
When leaders check dashboards regularly, they can see patterns forming. Maybe response times are creeping up during certain hours, or CSAT scores are dropping after a recent product update.
Catching these trends early makes it easier to fix them before customers start complaining.
Dashboards help managers give more specific feedback. Instead of saying "response times need to improve," a manager can say "your average response time last week was 6 hours, but the team average is 3 hours.
Let's figure out where the bottleneck is." This kind of coaching feels more helpful and less like guesswork.
When support teams hit goals like reducing resolution time or improving CSAT, dashboards make it easy to share those wins with the rest of the company.
You can email a dashboard, share a link, or even display it on a screen in the office so everyone sees the impact of great service. This matters because 88% of customers say good customer service makes them more likely to purchase from a brand in the future.
If ticket volume is spiking and SLA compliance is dropping, the data tells you it's time to hire more reps or invest in automation.
Dashboards take the guesswork out of staffing decisions and help leaders allocate resources where they're needed most.
A dashboard is only useful if people actually look at it. Here are some tips to make sure your Service Hub dashboards stay relevant and actionable:
Don't cram every metric you can find onto one dashboard. Focus on the 5 to 7 KPIs that matter most to your team's goals. If a dashboard feels overwhelming, leaders will stop checking it.
For example, if your goal is to improve customer retention, focus on metrics like CSAT scores, NPS, and first contact resolution rate. If you're scaling your support team, prioritize ticket volume by channel, average response time, and SLA compliance.
Matching your dashboard to specific goals keeps it focused and actionable instead of cluttered with numbers that don't drive decisions.
Make sure every report has a clear title so people know what they're looking at. Use charts and graphs that are easy to read at a glance, like bar charts for comparisons or line graphs for trends over time.
Avoid pie charts with too many slices or tables with dense rows of numbers, as these are harder to scan quickly. Color coding can also help.
For example, use green to show metrics that are on track and red to flag areas that need attention, so leaders can spot problems immediately without reading through details.
Your team's priorities will shift over time. Maybe you're focused on response times this quarter, but next quarter you'll need to prioritize CSAT scores. Review your dashboards regularly and adjust them to match what matters most right now.
Schedule a quarterly review with your leadership team to evaluate which metrics are still relevant and which ones should be swapped out. This keeps your dashboard aligned with business objectives and prevents it from becoming outdated or ignored over time.
Dashboards work best when they're part of a routine. Set a weekly or monthly time for leadership to review performance as a team. This creates accountability and makes it easier to spot issues early. For example, you might hold a 15-minute Monday meeting where managers review the dashboard together, discuss any red flags, and set priorities for the week ahead. Making dashboard reviews a habit ensures that data drives decisions instead of sitting unused in the background.
Support teams generate a lot of data, but without the right tools, that data doesn't turn into action. HubSpot Service Hub dashboards bring clarity by pulling the most important metrics into one place.
Leaders can see response times, resolution rates, SLA compliance, and customer satisfaction scores without digging through reports or chasing numbers across different systems.
Building dashboards doesn't have to be complicated. Start with the metrics that matter most to your team, customize the layout so it's easy to read, and share it with the people who need it.
Over time, these dashboards become a tool for coaching reps, improving service quality, and making smarter decisions about where to invest your time and resources.
When leadership has visibility into service performance, the whole team benefits. Issues get caught early, wins get celebrated, and customers get the fast, reliable support they deserve.
Origin 63 helps teams set up HubSpot Service Hub dashboards that give leadership the visibility they need to make smarter decisions. We'll customize your dashboards, connect the right reports, and train your team so you can track what matters most.
Ready to see your service performance in real time? Talk to Origin 63 today and start building dashboards that drive results.