BlueHill is a unified customer operations platform that helps teams manage support tickets, automate client onboarding, track projects, and collaborate effectively. It's designed for SaaS companies, agencies, and professional services firms who want to deliver exceptional customer experiences.

BlueHill is built for customer success teams, support teams, agencies, SaaS companies, and professional services firms. Anyone who needs to manage customer relationships, handle support tickets, or streamline onboarding can benefit from BlueHill.

What features does BlueHill offer?

BlueHill offers customer support ticketing, client onboarding workflows, project management boards, a customer portal, team collaboration tools, analytics and reporting, workflow automation, email integration, a form builder, role-based permissions, API access, and webhooks for integrations.

Does BlueHill offer a free trial?

Yes, BlueHill offers a 14-day money-back guarantee with full access to all features. No credit card required to start your trial.

How much does BlueHill cost?

BlueHill offers multiple pricing tiers: a Starter plan at $29/user/month and a Professional plan at $79/user/month (billed annually). Enterprise pricing is available for larger teams with custom requirements.

What reports come built in?

Status reports (this-week-vs-last-week per project), SLA attainment (first-response and resolution), time-tracking summaries (per customer / project / team member), onboarding throughput, ticket volume by category / priority / customer, and customer-health views from the CustomerMetrics model.

Can I export to BI tools like Looker or Tableau?

Yes. The REST API exposes every metric and event. Teams that want their own dashboards typically pipe the activity timeline into Snowflake / BigQuery / Postgres via webhooks (see Automation) and build there.

Where does the status-report data come from?

Every status transition (board, task, ticket) is recorded by record_board_status_change to the activity timeline. The board_status_computer helper rolls those events up into the weekly comparison view.

Each CustomerTask carries time_estimate and time_unit fields, plus actual time entries logged against the task. Time entries categorize as billable / non-billable. Reports group by customer, project, team member, and date range.

Are SLA breaches surfaced anywhere?

Yes — the Ticket model has sla_breach_at which stamps automatically when due_date passes without resolution. The SLA dashboard groups by customer tier, by team, and by category.

Can I see per-CSM workload?

Yes. Reports filter by assigned_to (for tasks) and by team member (for time entries). Workload distribution views show open items per CSM, with priority weighting.

What about customer health scoring?

The CustomerMetrics model aggregates signals from the interaction timeline, onboarding progress, ticket volume, and time entries into per-customer health. Threshold-based health states (green / amber / red) surface on the customer record.

Feature

Analytics & reporting — status reports, SLA dashboards, time tracking

BlueHill ships status reports (this week vs last week), SLA dashboards, time-tracking reports, and customer-health metrics — all powered by the activity timeline and metrics models. No external BI tool required.

What BlueHill analytics covers

Analytics in BlueHill is intentionally narrow and operational, not a general-purpose BI tool. The reports are the ones a customer-facing team actually opens every Monday morning:

Status reports — this week vs last week, per project
SLA attainment — first-response time, resolution time, breach rate
Time tracking — hours by customer, project, team member; billable vs internal
Onboarding velocity — average days to milestone, completion rate
Ticket volume — by category, priority, customer, source
Customer health — derived signals per account

For deeper BI work (cohort retention, funnel analysis, revenue attribution), pipe the data to your warehouse and build there. The API is open.

The data behind the reports

BlueHill's reporting layer is built on three models and one big logging system:

Metrics — system-wide counters and aggregates (ticket throughput, SLA rates, etc.)
CustomerMetrics — per-customer rollups (health score, engagement, onboarding progress)
task_activity event log — every status change, every interaction, every assignment is appended to a single time-ordered log
board_status_computer — the helper that rolls task_activity events into weekly snapshots for status reports

This means every report is grounded in real events, not a periodic aggregate that drifts out of sync. When a ticket transitions to Resolved, that's logged. When a customer task hits Done, that's logged. The reports query against the log.

Status reports (this week vs last week)

The status-reports view is the workhorse for weekly standups and customer QBR prep. It compares:

| Project | This Week | Last Week | Δ | Status | |---|---|---|---|---| | Acme · Q1 Onboarding | 18 | 12 | +6 | On Track | | TechFlow · Migration | 9 | 14 | −5 | Delayed | | Globex · Renewal | 22 | 8 | +14 | Ahead |

The "this/last week" columns count completed tasks or resolved tickets per project per week. The delta column flags directional movement. The status column is computed from project-level rules (e.g. "Delayed" if delta is meaningfully negative).

CSMs use this to prep QBRs in 15 minutes instead of 90. Managers use it to spot drift before customers complain.

SLA dashboards

The SLA dashboard pulls from the Ticket model's due_date, first_response_at, resolved_at, and sla_breach_at fields. Views available:

First-response attainment — % of tickets where the first outbound reply happened before the agreed SLA
Resolution attainment — % of tickets resolved before due_date
Breach rate by priority — Urgent vs High vs Normal vs Low
Breach rate by customer tier — Enterprise vs Mid-market vs SMB
Trend over time — week-over-week, month-over-month

The trickiest variable in SLA tracking is "who pauses the clock when the ticket goes Pending or Waiting on Customer". BlueHill pauses on Waiting on Customer (the customer is the blocker) and continues on Pending (the team is the blocker) by default — configurable per tenant.

Time tracking + reports

Time tracking lives at the task level. Every CustomerTask carries time_estimate (forecast) and time_unit (hour / day). Actual time is logged via time entries against the task.

Reports group by:

Customer + date range → for invoicing
Team member + date range → for utilization
Project + date range → for engagement profitability
Billable vs internal → for billable utilization metric

The reports export cleanly to CSV for QuickBooks import, or sync via webhook for real-time invoicing.

Customer health

The CustomerMetrics model derives health from a weighted set of signals:

Onboarding milestone progress (heavily weighted in the first 90 days)
Recent interaction volume (drop = risk signal)
Open ticket count and aging
Time-since-last-touchpoint
Exec sponsor engagement (calendar events, email responses)
NPS / CSAT scores (if collected via Forms)

Health states surface on every customer record and aggregate into the at-risk view. The weights are configurable per tenant — different industries weight signals differently.

Onboarding velocity

For teams running structured onboarding (the Onboarding feature), the velocity report shows:

Average days from contract-signature to first-value milestone
Distribution by customer segment
Where in the template the average customer slows down
Comparison this quarter vs last quarter

Useful for the "is our onboarding actually getting faster" conversation that comes up every QBR with leadership.

Exporting and BI integrations

Three paths:

CSV export — every report has a download button
REST API — GET /api/metrics, GET /api/customer_metrics, GET /api/activity for programmatic access
Webhook → warehouse — fire events to Snowflake / BigQuery / Postgres for real-time analytics

We don't try to be your BI tool. We try to surface the operational reports your customer-facing team needs to do their job, and stay out of the way for the rest.