What users are saying about
Top Rated
85 Ratings
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Score 8.5 out of 100
31 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • HubSpot Service Hub ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.8

Freshservice

78%
8.5

HubSpot Service Hub

85%
Freshservice ranks higher in 5/9 features

Organize and prioritize service tickets

9.0
90%
47 Ratings
8.7
87%
10 Ratings

Expert directory

6.4
64%
37 Ratings
7.9
79%
4 Ratings

Service restoration

7.3
73%
30 Ratings
N/A
0 Ratings

Self-service tools

8.4
84%
45 Ratings
N/A
0 Ratings

Subscription-based notifications

7.9
79%
38 Ratings
8.2
82%
6 Ratings

ITSM collaboration and documentation

8.0
80%
41 Ratings
7.6
76%
5 Ratings

ITSM reports and dashboards

7.6
76%
40 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
9.3
93%
10 Ratings

Ticket response

N/A
0 Ratings
9.3
93%
10 Ratings

ITSM asset management

7.8

Freshservice

78%

HubSpot Service Hub

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.6
86%
39 Ratings
N/A
0 Ratings

Asset management dashboard

7.8
78%
41 Ratings
N/A
0 Ratings

Policy and contract enforcement

6.9
69%
31 Ratings
N/A
0 Ratings

Change management

8.1

Freshservice

81%

HubSpot Service Hub

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

8.4
84%
38 Ratings
N/A
0 Ratings

Change calendar

7.5
75%
33 Ratings
N/A
0 Ratings

Service-level management

8.3
83%
38 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
8.7

HubSpot Service Hub

87%
HubSpot Service Hub ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.7
87%
9 Ratings

Internal knowledge base

N/A
0 Ratings
8.7
87%
9 Ratings

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
8.1

HubSpot Service Hub

81%
HubSpot Service Hub ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
9.0
90%
4 Ratings

IVR

N/A
0 Ratings
7.0
70%
3 Ratings

Social integration

N/A
0 Ratings
7.2
72%
4 Ratings

Email support

N/A
0 Ratings
7.8
78%
6 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.3
93%
6 Ratings

Attribute Ratings

  • HubSpot Service Hub is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.6

Freshservice

86%
48 Ratings
8.7

HubSpot Service Hub

87%
11 Ratings

Likelihood to Renew

9.1

Freshservice

91%
1 Rating

HubSpot Service Hub

N/A
0 Ratings

Usability

9.0

Freshservice

90%
5 Ratings

HubSpot Service Hub

N/A
0 Ratings

Support Rating

10.0

Freshservice

100%
14 Ratings

HubSpot Service Hub

N/A
0 Ratings

Implementation Rating

8.2

Freshservice

82%
1 Rating

HubSpot Service Hub

N/A
0 Ratings

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | 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

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.
Anonymous | 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

Pricing Details

Freshservice

General

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

Starting Price

$19 Per Month Per User

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
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$50 per month

HubSpot Service Hub Editions & Modules

Edition
Starter$50 ($45)1
Professional$400 ($360)1
EnterpriseStarting at $1,2002
  1. monthly (annually)
  2. per month
Additional Pricing Details

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 9.0
Based on 5 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 10.0
Based on 14 answers
I really like their support team, they are very friendly and very knowledgeable. Every time I have contacted them with any doubt, they were able to resolve it, and when my inquiry had no response, they would escalate the requests as feedback. Accessing their portal, you can also verify that your request has been properly escalated.
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

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
Matt Zuvella | 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

  • 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
Abhishek Sinha | TrustRadius Reviewer

Screenshots

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