Service pipeline with contract-linked time tracking
The challenge they faced
As an IT management services firm, the team managed multiple service requests across disconnected systems, lacking visibility into how requests moved through their workflow from intake to resolution. Without a unified process or shared data structure, tracking assignments, escalations, and service milestones was manual and error-prone, slowing response times and making it difficult to report on team performance.
The strategy we mapped
We began by mapping the team's service workflow against HubSpot Service Hub capabilities to identify the core requirements: how requests should move from intake through assignment, escalation, and resolution, and what data structure would support reliable tracking and reporting. This strategic map drove the technical build, sequenced to align with the urgent need to transition from ConnectWise before the platform shut down at the end of August. We imported the team's existing service records from ConnectWise, structured around contacts, companies, and tickets, then built out a unified pipeline with custom properties and automation logic to replace the manual, disconnected processes they had relied on.
The solutions we executed
We built a service pipeline in HubSpot Service Hub configured with specialized ticket stages, intake forms, and ticket tags to categorize requests as they arrive and route them to the right team members. Custom properties captured key tracking data at each step–assignment, priority, escalation status, and resolution milestones–so the team could move away from manual spreadsheets and email forwarding and gain visibility into how requests progressed from submission to close.
For tracking work performed against service requests, we built a time tracking system with a custom object to record hours and link each entry to the correct contract and ticket. The system supports multiple team members logging time to the same ticket, applies billable versus non-billable logic based on work type, and feeds this data into reporting so the team can see utilization and service cost by contract or customer.
We created several custom objects to model the team's business: Agreement and Agreement Line Item objects to track the master service agreements and their components, and a Service Component object to tie individual services to agreements so work tracking and billing could roll up to the contract level. These objects connected to the existing contacts and companies, creating a data structure that supported end-to-end automation from request intake through contract-based service delivery and invoicing.
We set up automated workflows to move tickets through the pipeline based on defined triggers–routing new requests to the correct service team, escalating overdue tickets, and generating notifications when milestones were reached. The workflows also linked time entries to the right contract and automatically updated contract status based on service completion, reducing the manual coordination work the team had been doing in ConnectWise and email.
What changed after the engagement.
The team now has a unified service pipeline in HubSpot Service Hub where requests move from intake through assignment, escalation, and resolution with full visibility. Custom ticket stages, intake forms, and automated routing direct requests to the right team members, while custom properties track assignment, priority, escalation status, and resolution milestones. A custom time tracking system records billable and non-billable hours linked to tickets and contracts, feeding utilization and cost reporting by contract or customer.
Custom objects for Agreements, Agreement Line Items, and Service Components connect contacts and companies into an end-to-end data structure that supports automated workflows for ticket routing, escalation, milestone notifications, and contract status updates based on service completion. The team moved from manual spreadsheets and email coordination in ConnectWise to a dependable, automated service delivery and invoicing pipeline in HubSpot.
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