Freshservice vs. HubSpot Service Hub

Freshservice is a great solution if you plan to use multiple modules and incorporate multiple business units. The all in pricing allows exploration of the many capabilities of the platform without worrying about cost as it is set per agent per month. If you only need ticketing the price in my opinion is not competitive. Also, as Freshservice does so many thing, they do them all adequately. So for the all in pricing you are giving up having top tier product in each module.

Incentivized

It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.

Incentivized

• Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
• Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
• Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.

Incentivized

• It makes it easier for us to keep track of customer awareness and review in one spot.
• The great thing about how easy it is to use all of its fantastic tools.
• The ability to check customer retention.
• It's easy to track and measure the success of our organization's sales team.
• This is a fantastic all-in-one customer success suite that includes ticketing.

Incentivized

• Figuring out the automations is sometimes tricky. For example, if you want to pull the information for an asset and put in the service tag into the ticket then this uses Liquid filters which are sometime hard to understand
• Would love to see a more feature rich CMDB built into the assets module
• Reporting is not granular enough and some reports are nearly impossible to generate

• Need to be able to customize and prioritize tiles when in deal view
• Should have web forms and telescripts built into the program (templates)

Incentivized

Freshservice is pretty ingrained in our IT processes and policies. A replacement would take quite a while to do, but we are mostly satisfied with the service so we have no plans on moving.

Incentivized

Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.

Downtime is minimal (it does happen but not often)

Incentivized

There are days where it can get a bit slow for a short time, but these are rare and I wouldn't exactly blame it on their product. The system itself processes requests very quickly.

Incentivized

I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.

Incentivized

Training was enough to use the base website

Incentivized

Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.

Incentivized

Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.

1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules 4. Reporting - easiest to produce reports in Freshservice 5. Workflows - Workflows are far superior and easier to configure as compared with other products Service Now is great for the above as well, but it comes at a far greater cost as compared.

Incentivized

Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user

Incentivized

Was not able to update us proactively about our renewal causing lost of access

Incentivized

The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.

Incentivized

We did not have professional services.

Incentivized

• Freshservice has allowed us to handle approximately 20% more tickets and incidents per month, compared to our previous legacy system.
• Back & forth communication between our techs and end users was very poor prior to Freshservice. Freshservice has changed all that. Email and other communication is now very fluid and easy for both groups. Communication has increased significantly.
• Supervisor reporting and management are also much better. It's much easier and quicker to get information about how things are going. The "at a glance" dashboards are very effective and I use them daily.
• Freshservice has a technician leaderboard that has caused our techs to push themselves to surpass their counterparts. The end result is that tickets get resolved more quickly and our end users get their issues resolved faster.

Incentivized

• Lead management has become more streamlined
• Sales targets are visible; any changes made can be easily tracked and accounted for
• Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals

Incentivized