Keeping customers happy isn’t just about solving problems—it’s about solving them quickly, tracking what went wrong, and ensuring it doesn’t happen again. When people feel unheard or frustrated, they leave.
That’s customer churn. And if it continues, it can quietly harm your business. You can reduce churn by making your customer support more organized and efficient. HubSpot Service Hub gives you two powerful tools to help: tickets and custom reports.
Let’s discuss how to use HubSpot’s ticketing system and custom reporting tools to improve customer support, increase retention, and create a better experience for every customer who reaches out.
When customers reach out with a problem, how you respond can make or break their trust. A slow or messy support experience is one of the fastest ways to lose them.
That’s where a ticketing system helps. HubSpot’s ticketing tool keeps every issue organized, tracked, and assigned, so nothing falls through the cracks. You can create tickets from your inbox, forms, or a contact’s record, and move them through clear pipeline stages.
This kind of structure matters. 97% of consumers and 98% of contact center managers agree that customer service interactions impact brand loyalty.
With HubSpot tickets, you can:
Support shouldn’t feel scattered. When your system is clear and consistent, your team is faster, and your customers are more likely to stay.
Identifying problems before they escalate is one of the most effective ways to reduce customer churn. But to do that, you need a system that shows you what’s going wrong and lets you act fast.
HubSpot’s ticketing tools make it easy to track issues as they arise, identify trends over time, and ensure every customer receives the help they need. Here’s how to set things up so you’re not just reacting to churn, you’re preventing it.
You don’t have to create tickets by hand every time someone reaches out. In HubSpot, you can connect support forms and team inboxes so that tickets are created automatically when a customer submits a request.
This means:
And because 89% of clients say a fast response influences who they buy from, setting up automation helps you meet that expectation from the very first touchpoint.
Ticket pipelines help you organize issues by type (e.g., “Bug Reports” or “Billing Questions”) and track their progress with custom stages like “Open,” “In Progress,” and “Resolved.”
Why this matters:
When your pipeline reflects how your team actually works, it’s easier to spot weak spots before they lead to churn.
Every ticket should tell a story, not just about the issue, but about who it affects. That’s why HubSpot lets you associate tickets with the customer who submitted them and the company they belong to.
With this setup:
Support feels stronger when it’s personal. And 65.2% of consumers say being treated like a valued customer is what makes a support experience great.
Once your ticketing system is in place, the next step is to learn from it. HubSpot’s custom reporting tools help you turn raw support data into insights that prevent churn.
Instead of guessing why customers leave, you can track what’s happening and fix it before it becomes a bigger problem.
Here’s how to use HubSpot’s custom reports to strengthen your customer support and boost retention.
Start by creating reports that show which types of support issues come up most often. You can group tickets by category, product, or topic to spot patterns quickly.
For example:
Seeing this data in one place helps you prioritize fixes and improve the customer experience where it matters most.
Speed matters in support. With HubSpot, you can build reports that show how long it takes your team to respond to or resolve each ticket.
This helps you:
53.5% of consumers say fast response time is a top factor in good customer service. The faster you act, the more likely customers are to stay.
Using filters and segmentation, you can build reports that highlight which customers may be unhappy or at risk of leaving. For instance, you might report on:
This makes it easier to flag problems early and reach out before a customer decides to leave. You’re not just solving tickets, you’re protecting relationships.
Once your reports are built, you can add them to shared dashboards so your whole team stays informed. Everyone can see what’s working, what needs attention, and how support is improving over time.
Dashboards help you:
70% of brands say they see a direct link between service and business performance. Reporting turns customer support into a driver of growth, not just a cost center.
You don’t need to be a data expert to build a helpful report in HubSpot. The custom report builder guides you through everything, and with the right setup, you can identify problems early and take action before customers churn.
Here’s how to create a report that helps your support team protect customer relationships.
When you start your report, the first step is picking which data to include. For churn prevention, start with tickets, and then connect related data like contacts, companies, or feedback surveys.
To do this:
This setup gives you a full view of the issue and the people behind it.
Next, you’ll decide which pieces of information (called fields) to include in your report. Think about what matters most for retention.
For example, add fields like:
Drag and drop the fields into the report layout. If you’re unsure which chart to use, turn on Smart Chart, and HubSpot will suggest one for you.
Filters help you narrow down your data so you only see the information that’s useful. For example, you can filter to:
This helps you focus on issues that are happening right now—or catch patterns before they get worse.
The way your report looks matters too. HubSpot gives you different chart types (bar, line, pie, table, etc.) so you can pick the one that best shows what’s going on.
Here are a few ideas:
If you want quick action, keep the chart simple. Your team should be able to glance at the report and know what’s happening.
Once your report is ready, click Save and choose whether to:
You can also export it as a file to share outside HubSpot.
If you want to keep it up to date, reports refresh automatically every 2 hours, but you can also click Refresh anytime to get the latest data.
Building reports is important, but turning those reports into action is what actually reduces churn. Dashboards let your team see the big picture in real time, while workflows help you stay responsive without needing to check reports manually.
Together, they turn your data into daily habits that protect customer relationships. Here’s how to put it all into practice.
A dashboard is like a control center. It brings all your key reports together in one place so your team can check in quickly and take action fast. You can build different dashboards for different teams, or create one shared view for everyone involved in customer support.
Your dashboard might include:
Having these reports side by side helps your team stay focused on the most urgent problems. It also helps you spot trends, like a sudden spike in technical issues, before they affect more customers.
Once your dashboard is set up, you’ll want to keep an eye on a few essential metrics. These are your early warning signs. If these numbers start moving in the wrong direction, it’s a signal that customers might be feeling frustrated or overlooked.
Examples of KPIs to track:
Watching these KPIs helps your team stay accountable and gives you a straightforward way to measure whether your support is improving over time.
You can’t rely on manual check-ins for everything. That’s where automation comes in. HubSpot lets you create workflows that automatically assign tickets, send alerts, or flag at-risk customers based on set conditions.
This makes it easier to respond fast without constantly watching the dashboard.
A few useful ideas:
These automated actions help you catch churn signals as they happen, not after it’s too late.
Reducing customer churn doesn’t require guesswork. It just takes the right tools and habits. When you use HubSpot’s ticketing system to track every issue and custom reporting to learn from those patterns, you can respond faster, fix problems early, and build trust that lasts.
The key is consistency. Set up your support process so nothing slips through the cracks. Use dashboards to keep your team aligned. And make reporting part of your regular routine, not just something you check when things go wrong.
When customers feel heard and helped quickly, they’re far more likely to stay. The more visible your support process becomes, the more loyal your customer base will be.
At Origin 63, we help teams turn HubSpot into a more intelligent, more strategic system that drives retention. If you want to build better support processes, reduce churn, and make the most of your tools, let’s talk.
Work with us to implement HubSpot in a way that works for your team and your customers.