Customer success and support agents

The Customer Success & Support area holds Ticket Categorization (triage one support ticket) and QBR Prep (a quarterly business review brief for a customer account). Both need HubSpot permission to read tickets; a connection approved before Alignify asked for it must be reconnected once.

Use it to triage a HubSpot support ticket. Run it on a ticket (the picker searches your tickets); it reads the ticket, its company, contact, related deals and interactions and produces a category, urgency, a routing recommendation, whether to escalate, the evidence and a suggested reply focus. HubSpot updates: a note on the ticket, the Alignify fields alignify_ticket_category, alignify_ticket_urgency and alignify_escalation_recommended, the HubSpot ticket Category and Priority fields (only values that exist in your portal; review first unless opted in), a task for the ticket owner when escalation is recommended, and a link between the ticket and the requester's company when the ticket has none (always reviewed). Runs on demand only. Best depth: Light for routine triage, Expert for escalations. Price: 1 / 2 / 4 credits.

Use it before a quarterly business review or renewal call. Run it on a customer company; it reads the company, its support tickets and interactions, contacts and related deals and produces a QBR brief: account health score and label, support outcomes, risk and expansion signals, a recommended agenda and actions. HubSpot updates: the brief as a note on the company, the Alignify fields alignify_health_score and alignify_health_label, and up to 3 tasks for the company owner for high or urgent actions. Runs on demand only. QBR Prep costs double because it reads a whole account: Light 2, Expert 4, Deep 8 credits. Best depth: Expert; Deep for large accounts with many tickets.