What users are saying about
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Top Rated
65 Ratings

Freshservice

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Top Rated
65 Ratings
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Score 8.7 out of 100
14 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Freshservice

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

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.
Max Safier | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
HubSpot Service Hub
8.5
Organize and prioritize service tickets
Freshservice
9.6
HubSpot Service Hub
8.6
Expert directory
Freshservice
8.5
HubSpot Service Hub
7.8
Service restoration
Freshservice
9.8
HubSpot Service Hub
Self-service tools
Freshservice
9.4
HubSpot Service Hub
Subscription-based notifications
Freshservice
9.1
HubSpot Service Hub
8.2
ITSM collaboration and documentation
Freshservice
8.9
HubSpot Service Hub
7.5
ITSM reports and dashboards
Freshservice
7.8
HubSpot Service Hub
Ticket creation and submission
Freshservice
HubSpot Service Hub
9.6
Ticket response
Freshservice
HubSpot Service Hub
9.4

ITSM asset management

Freshservice
8.5
HubSpot Service Hub
Configuration mangement
Freshservice
8.9
HubSpot Service Hub
Asset management dashboard
Freshservice
8.3
HubSpot Service Hub
Policy and contract enforcement
Freshservice
8.4
HubSpot Service Hub

Change management

Freshservice
8.7
HubSpot Service Hub
Change requests repository
Freshservice
8.6
HubSpot Service Hub
Change calendar
Freshservice
8.7
HubSpot Service Hub
Service-level management
Freshservice
9.0
HubSpot Service Hub

Self Help Community

Freshservice
HubSpot Service Hub
8.4
External knowledge base
Freshservice
HubSpot Service Hub
8.4
Internal knowledge base
Freshservice
HubSpot Service Hub
8.4

Multi-Channel Help

Freshservice
HubSpot Service Hub
8.0
Customer portal
Freshservice
HubSpot Service Hub
8.9
IVR
Freshservice
HubSpot Service Hub
7.0
Social integration
Freshservice
HubSpot Service Hub
7.1
Email support
Freshservice
HubSpot Service Hub
7.8
Help Desk CRM integration
Freshservice
HubSpot Service Hub
9.4

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

HubSpot Service Hub

  • 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.
Rafeeq Ahmed (Ali) | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

HubSpot Service Hub

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

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Support Rating

Freshservice

Freshservice 9.9
Based on 12 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

HubSpot Service Hub

For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together within one cohesive system.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

HubSpot Service Hub

  • It has made our client interactions more streamlined with all info in one place.
  • Workflows, snippets, and email templates have helped automate processes we used to do one by one by hand.
Barbara Wiesner | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

HubSpot Service Hub

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

HubSpot Service Hub Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.3
HubSpot Service Hub
8.6

Likelihood to Renew

Freshservice
9.1
HubSpot Service Hub

Usability

Freshservice
8.9
HubSpot Service Hub

Support Rating

Freshservice
9.9
HubSpot Service Hub

Implementation Rating

Freshservice
8.2
HubSpot Service Hub

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