The Challenge
Music Admin provides publishing administration, digital distribution, sync licensing and catalog management services for music publishers and record labels. As the company grew, its support infrastructure struggled to keep up.
Zendesk had become both expensive and overly complex for the team’s needs. All support requests were managed in a single ticket pipeline, making it difficult to properly triage requests or route them to the right internal teams. Reporting was also unreliable because every ticket category—from catalog inquiries to distribution questions—was grouped together.
Without automated ticket assignment, new requests often sat untouched in the “New” stage, slowing response times and creating unnecessary manual work for the support team.
Music Admin needed a more streamlined help desk solution that could better support categorization, routing and performance visibility.
The Solution
Kiwi implemented Service Hub Professional for Music Admin’s 12-person support team and migrated their support operations from Zendesk into HubSpot using HubSpot’s Zendesk-to-Help Desk migration beta.
To improve triage and reporting, we created five separate ticket pipelines based on support category, each with automated ownership assignment, SLAs and workflows. Ticket routing, notifications and follow-ups were automated, including alerts for tickets stuck in “Waiting on us” for more than 24 hours and dynamic confirmation emails for customers.
We customized HubSpot properties to replicate Zendesk tags and ticket types, connected three shared inboxes to the Help Desk and built SLA dashboards to track team and channel performance. Snippets and workflows were also implemented to replace canned responses and automate common support communications.
The Outcome
Music Admin now operates with a streamlined support system built entirely within HubSpot.
An average of 1,000 monthly tickets is now automatically categorized and distributed across five dedicated pipelines with predetermined ownership, eliminating delays that previously occurred when all requests entered a single queue.
With automated routing, SLA tracking and centralized inbox management, the support team has clearer visibility into ticket performance and a more structured process for managing customer requests. Improved segmentation and reporting now allows leadership to better understand support volume, response times and team workload, creating a scalable foundation for continued growth.
Hear from our happy client…
Kiwi was incredible—they went above and beyond during our onboarding process. Our company is in a MUCH better spot than we were before working with them. They helped me feel like a power user of Service Hub. Highly recommend!
Luke, Director of Operations
Music Admin