HubSpotThe company
MentorShow is a French online learning platform. A yearly subscription gives members a catalogue of video masterclasses and programmes taught by more than 50 experts: authors, entrepreneurs, therapists and scientists. MentorShow Plus adds weekly group coaching sessions with a MentorShow coach, and the company runs free live online events such as Healing Days. Members write in French, English and Spanish. The support team works entirely from HubSpot Service Hub, which holds every ticket, contact and conversation.
The problem
MentorShow told us they receive between 5,000 and 13,000 tickets a month depending on the period. A large share is not a question at all: PayPal notices, auto replies, survey responses, Trustpilot reviews, a member writing “merci”.
The real questions are easy to get wrong. A webinar has a replay for ten days. A group coaching session has no replay at all. A masterclass is on demand and may be dubbed or subtitled. Access ends on the renewal date and there is no lifetime plan. A reply that mixes these up creates a second ticket.
Ophélie Casado set up eesel at MentorShow. Her condition, from her first message to us, was that the team keeps working entirely from HubSpot, with no second interface to log into.
How it runs
MentorShow created its eesel workspace in June 2026 and went live on HubSpot at the end of July. One agent fires on every new customer message, inbox conversation or ticket. It answers from MentorShow’s HubSpot knowledge base, 123 articles, and five uploaded files, including a list of which masterclasses are dubbed into which languages. Its instructions, written in French, say:
- Decide whether to act at all. Nine kinds of ticket are left alone, from PayPal notices to misrouted mail, emails about a live event that is starting, and replay requests, which a HubSpot workflow already handles.
- Read the whole thread and the member’s HubSpot record: subscription status, next renewal date, past tickets. A login problem from someone with no active subscription is not a login problem.
- Write an internal note on the ticket, always in French: an analysis for the team, then a draft reply in the member’s language. Vouvoiement throughout, 150 words at most for a technical or billing question, 250 if the member is going through something hard, and no signature, because HubSpot adds the team’s own.
- Hand some things straight to a person: refunds, billing checks, account changes, legal threats, anything touching a member’s wellbeing. It never quotes a price, promises a refund or gives a processing time.
- One exception is written in: on six narrow topics, and only on a brand new ticket no person has touched, it may reply directly. In practice almost everything goes to the team as a draft.
A month of work
Between 8 August and 8 September 2026 eesel read about 1,200 HubSpot items for MentorShow: 648 inbox conversations and 586 tickets. It ran 837 knowledge base searches and wrote 432 reply drafts for the team, each with its analysis. Volume climbed through August: 115 in the first week live at the end of July, 380 in the week of 17 August, 854 in the week of 24 August.
What is next
Ophélie Casado runs the setup and keeps adding rules as cases come up: which subject lines mean a live event is in progress, how to handle a billing dispute with care, what to do when a member asks for a call.
The instructions already hold the next step. On six topics (cancelling, unsubscribing from the newsletter, a password reset, a standard login problem, MentorShow versus MentorShow Plus, turning on subtitles) eesel may answer a new ticket itself, mark it as answered by eesel, categorise it and close it. That lane is barely used today. Opening it up as the team gains confidence in the drafts is where the time saving grows.