9.1
Spot Score
HubSpot Service Hub Review: Is It The Right Help Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Plan Available
GDPR
SOC 2
HIPAA
ISO 27001Starts from $45 / Month when Billed Yearly, also offers free forever plan
Stella
Santa Cruz
gofundme Charity
Legalzoom
Kahoot!Trusted by many companies including Stella
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
SpotSaaS Analysis for HubSpot Service Hub
HubSpot Service Hub is a help desk software solution used by Customer Support Managers and IT Support Specialists in companies with 50–500 employees. A rating of 4.3/5 from 849 reviews indicates broad validation, suggesting it is well-regarded by a significant number of users.
The software excels in managing inbound support efficiently, and its smooth integration with HubSpot CRM is a major advantage for those already using HubSpot's ecosystem. However, new users might find the platform complex, and the customization options are somewhat limited, which could be a drawback for teams needing tailored solutions.
Quick facts about HubSpot Service Hub
What is HubSpot Service Hub?
HubSpot Service Hub is the all-in-one help desk software that makes it easy for users to create and manage inbound support requests in just a few clicks. This cloud-based solution integrates with HubSpot CRM to keep in touch with key customer stages in the buying process. Plus, no matter how complex the organization is, HubSpot Service allows to configure roles for everyone on the team, which helps to know who's working on what at any given time.
Pricing
Starts from $45 / Month when Billed Yearly
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRHIPAAISO 27001SSO & MFA supported
Data residency:Global
HubSpot Service Hub Software Demo
HubSpot Service Hub was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider HubSpot Service Hub
- Use cases
- Technology, SaaS, E-commerce
- Team types
- Customer Support Manager, IT Support Specialist
- Company size
- 50–500 Employees
Why teams choose HubSpot Service Hub
Seamless Integration with HubSpot CRM: Provides a unified view of customer interactions, enhancing collaboration across sales, marketing, and service teams.
User-Friendly Interface: Designed with ease of use in mind, reducing the learning curve for new users and facilitating quick adoption.
Robust Automation and Workflow Tools: Offers tools to automate repetitive tasks, streamline processes, and ensure consistent service delivery.
Is HubSpot Service Hub right for you?
What buyers should know before shortlisting HubSpot Service Hub
HubSpot Service Hub offers a comprehensive solution for managing customer support requests. Its integration with HubSpot CRM enhances customer relationship management, making it ideal for businesses looking to streamline their support processes.
HubSpot Service Hub pros and cons
- HubSpot Service Hub pros
Seamless Integration with HubSpot CRM: Provides a unified view of customer interactions, enhancing collaboration across sales, marketing, and service teams.
User-Friendly Interface: Designed with ease of use in mind, reducing the learning curve for new users and facilitating quick adoption.
Robust Automation and Workflow Tools: Offers tools to automate repetitive tasks, streamline processes, and ensure consistent service delivery.
- HubSpot Service Hub cons
May require training for new users.
Advanced features can increase costs significantly.
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What is the pricing of HubSpot Service Hub?
HubSpot Service Hub Pricing Plans
Free
Contact management
Ticketing
Live chat
Team email
Tickets closed reports
Show more +
Starter
Includes features of Free tools, plus
Conversation routing
Simple ticket automation
Multiple ticket pipelines
Multiple currencies
Show more +
Professional
Includes features of the Starter plan, plus
Service analytics
Customer feedback surveys
Customer portal
Playbooks
Enterprise
Includes features of Professional plan, plus
Single sign-on
Admin notifications management
Field-level permissions
Custom objects
Show more +
HubSpot Service Hub reviews and ratings
Buyer sentiment
Buyer sentiment is very strong across 822 reviews, with consistently positive feedback.
What buyers like
- Easy inbound support management
- Integrates with HubSpot CRM
- Configurable team roles
Common complaints
- Limited customization options
- Can be complex for new users
- Higher cost for advanced features
What users are saying
AU
Anonymous User
01/22/24
"Hubspot has helped us organize our small company and given us time back!"
What do you like best about HubSpot Service Hub? All the information is in one easy-to-navigate place. It is pretty user-friendly and intuitive, and ...
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CC
Charlie C
01/19/24
"All-in-one, customizable CRM solution."
What do you like best about HubSpot Service Hub? I like creating my own dashboards and filtering data exactly how I need it to be filtered. It ...
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EA
Ema A
01/09/24
"Great platform to excel CX!"
What do you like best about HubSpot Service Hub? The academy courses! It's been super helpful to know that besides the content-rich Help Page, I can ...
Read more
NC
NATALIA C
01/02/24
"AN AMAZING TOOL TO WORK WITH and deal with customers"
What do you like best about HubSpot Service Hub? THE FACILITY THAT INFORMATION CAN BE OBTAINED AND FILTERED. HELP US TO KEEP TRACK OF ALL OUR PRODUCTS ...
Read more
KV
Kevin V
12/28/23
"Great customer service tool"
What do you like best about HubSpot Service Hub? HubSpot is a fantastic tool for managing large eCommerce customer databases and their support ...
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CS
César S
12/19/23
"Data flows both ways easily!!!"
What do you like best about HubSpot Service Hub? The data it's easy to find and to update. The UI it's nice and very intuitive. The Integration was ...
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- Real pricing — no sales pressure
- A demo or quick answers, your call
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What are the features of HubSpot Service Hub?
HubSpot Service Hub’s Alerts (Escalation) feature ensures timely handling of unresolved tickets by automatically notifying the right team me…
HubSpot Service Hub’s Automated Routing intelligently directs incoming support tickets to the appropriate agents or teams based on criteria…
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HubSpot Service Hub’s Contract (SLA Management) feature allows organizations to define service level agreements and monitor compliance throu…
HubSpot Service Hub’s Customizable Branding feature allows businesses to personalize the customer support experience by adding their logo, b…
HubSpot Service Hub’s Document Storage feature lets support teams attach, manage, and share relevant files directly within support tickets.…
HubSpot Service Hub’s Incident Management feature helps support teams track, manage, and resolve service disruptions or unexpected issues ef…
HubSpot Service Hub’s Knowledge Base provides a centralized hub of helpful articles, FAQs, and tutorials for customers and agents. Fully sea…
HubSpot Service Hub’s Known Issue Management feature enables support teams to log, track, and communicate updates on recurring or widespread…
HubSpot Service Hub’s Live Chat feature enables real-time communication between customers and support agents through websites or portals. In…
HubSpot Service Hub’s Macros (Templated Responses) allow agents to quickly send standardized replies for common queries, reducing response t…
HubSpot Service Hub’s Multi-Channel Communication consolidates support interactions across email, chat, web forms, and more into a single in…
HubSpot Service Hub’s Self Service Portal allows customers to access the knowledge base, submit tickets, and check ticket statuses independe…
HubSpot Service Hub’s Social Media Integration enables support teams to manage customer inquiries from platforms like Facebook Messenger and…
HubSpot Service Hub’s Surveys & Feedback feature helps businesses measure customer satisfaction through post-interaction surveys such as CSA…
HubSpot Service Hub’s Ticket Management system centralizes and organizes customer inquiries for efficient resolution. Tickets can be categor…
HubSpot Service Hub security and data handling
Key compliance certifications and security features for IT and security teams evaluating HubSpot Service Hub.
Certifications
Security features
Developer & data
Alternatives to HubSpot Service Hub
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Why buyers keep looking beyond HubSpot Service Hub
Users have reported that HubSpot Service Hub offers limited customization capabilities, particularly in tailoring workflows and ticketing systems to specific business needs. This can be a drawback for organizations requiring more flexible configurations.
Many advanced features, such as detailed reporting, automation, and AI-driven insights, are gated behind higher-tier plans like the Enterprise subscription. This pricing structure may make it less accessible for smaller businesses or those with limited budgets.
Some users have found it challenging to manage workflows that involve multiple departments or teams, especially when communication moves to email and isn't always logged back into the ticketing system. This can lead to visibility issues and missed opportunities.
Compared to some competitors, HubSpot Service Hub's self-service options, such as knowledge bases and community forums, are relatively basic. This may not meet the needs of businesses aiming to empower customers with comprehensive self-help resources.
While HubSpot Service Hub is suitable for small to medium-sized businesses, larger organizations with complex support requirements may find the platform's scalability limited. This can affect its ability to handle high volumes of tickets and intricate service workflows.
Although HubSpot Service Hub integrates well within the HubSpot ecosystem, users have noted that its integration capabilities with third-party applications and tools are not as extensive as some other platforms. This can be a limitation for businesses relying on a diverse set of software solutions.
HubSpot Service Hub Customers
Stella
Santa Cruz
gofundme Charity
Legalzoom
Kahoot!
Rakuten Advertising
Oceanspray
Soundcloud
Reseller Ratings
Unific
HubSpot Service Hub Support Options
Frequently Asked Questions About HubSpot Service Hub
Common questions buyers ask before choosing HubSpot Service Hub.
HubSpot Service Hub is a Help Desk Software. HubSpot Service Hub offers Incident Management, Social Media Integration, Multi-Channel Communication, Macros (Templated Responses), Document Storage and many more functionalities.
Buyers commonly note the following limitations of HubSpot Service Hub: May require training for new users.; Advanced features can increase costs significantly.; Customization options may be limited..
Some top alternatives to HubSpot Service Hub includes Zoho Desk, Freshservice, Freshdesk, Zendesk Support and BoldDesk.
HubSpot Service Hub offers Freemium, Subscription, Quotation Based pricing models
The starting price of HubSpot Service Hub is $45/Month when Billed Yearly
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Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
