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From Freshdesk to HubSpot: Centralising Customer Support at Travelnest

Travelnest migrated from Freshdesk to HubSpot Service Hub Enterprise to centralise support, unify teams and channels, introduce AI-powered automation, and build a more scalable support operation.

32%

24/7
Inbound Tickets Resolved by AI Support Operations

 

Industry

Travel Technology

Product

Service Hub Enterprise

Timeline

6 Weeks

TRAVEL TECHNOLOGY PLATFORM

About Travelnest

Travelnest is a travel technology company that helps holiday home owners advertise and distribute their properties across more than 30 global booking sites, including Booking.com, Airbnb, and Expedia. The platform is designed to help property owners increase bookings, improve visibility, and simplify listing management across multiple channels.

As Travelnest continued to grow and onboard more property owners and guests, customer support became a critical part of daily operations. However, the systems and processes in place were not built to scale with that growth, which started to create operational challenges for the support team.

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The Scaling Challenges

As support volumes increased, the existing setup became harder to manage, with conversations spread across systems, manual processes, and limited visibility across support performance.
  • Customer data and conversations were split between Freshdesk and HubSpot, meaning teams did not have a single view of the customer.
  • Providing 24/7 customer support was not possible without adding additional team members, which would have significantly increased payroll and operational costs.

  • A large number of low-value, repetitive enquiries were consuming agent time that could be spent on more complex customer issues.

  • Reporting across support channels was fragmented, making it difficult to track performance, SLAs, and team efficiency.

  • The existing support setup had limited automation and no effective way to introduce AI-driven support, making it difficult to reduce ticket volume.

The goal was to scale to 24/7 support without adding headcount.

Travelnest decided to move to HubSpot Service Hub to centralise support, introduce automation and AI, improve reporting visibility, and build a support operation that could scale to 24/7 coverage without increasing headcount or operational complexity.

Create a unified operation across all teams and channels

Enable 24/7 support through automation and AI

Improve reporting, SLAs, and performance visibility

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Designing the New Support Operation

To support Travelnest’s growth and operational needs, Pixcell implemented HubSpot Service Hub Enterprise as the central support platform, migrating from Freshdesk, consolidating support channels, introducing automation and AI, and building reporting dashboards to give the team full visibility over performance and SLAs.

ICONS (6)

Freshdesk to HubSpot Migration

Migration from Freshdesk to HubSpot Service Hub Enterprise, including ticket data, conversation history, and workflows, ensuring a smooth transition without disrupting ongoing support operations.

 

ICONS (2)

Multi-Channel Helpdesk Setup

Consolidation of email, live chat, WhatsApp, phone, and messaging channels into a single HubSpot helpdesk, giving the team a unified view of all customer conversations.

 

ICONS (4)

Ticket Automation & Routing

Implementation of automated ticket routing, categorisation, SLAs, and escalation workflows to reduce manual admin work and improve response times.

ICONS (5)

AI Customer Support Agent

Deployment of an AI-powered customer agent to automatically resolve common customer queries and reduce the volume of tickets handled by human agents.

 

ICONS (7)

Knowledge Base Migration

Migration and restructuring of the knowledge base to support both customers and AI automation with accurate, structured information.

 

ICONS (8)

Reporting & Dashboards

Creation of operational dashboards and reports to track ticket volumes, response times, agent performance, and SLA compliance.

 

ICONS (9)

Integrations

Integration with tools such as Aircall and other communication platforms to ensure all customer interactions are logged and tracked in HubSpot.

 

📲 🤝 ✅

Training & Adoption

Team training and onboarding to ensure advisors, managers, and operations teams could fully adopt HubSpot and the new support workflows.

 

Business Impact & Results

The new support setup delivered measurable improvements across efficiency, automation, and scalability.

24/7 Customer Support Coverage

With automation and AI in place, Travelnest can now provide 24/7 customer support without increasing headcount, ensuring customers receive support at any time.

32% of Inbound Support Handled by AI

AI now handles 32% of inbound support queries, reducing manual workload and allowing the team to focus on more complex customer issues.

Unified Customer Platform

Support, Sales, and Customer Success now work in one unified platform, giving all teams a shared view of the customer and improving collaboration across the entire customer lifecycle.

Stuart Munro

HEAD OF CUSTOMER OPERATIONS



Pixcell have shown a great deal of flexibility and a genuine willingness to fix issues and help us improve, rather than being overly focused on hours or ticket volumes.

Our setup is fairly unique and can be complex, but Pixcell have taken the time to understand how our business works and consistently find solutions to difficult problems.

Overall, we’re in a good place and would recommend Pixcell as a partner.

TRAVELNEST
Copy of Pixcell-Icon-14

Looking to Scale Your Customer Support Operation?

Pixcell helps growing companies implement HubSpot across Sales, Marketing, and Customer Service, including migrations from platforms like Freshdesk and Zendesk.

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Top Clutch Hubspot Partner Consultant United Kingdom 2025