What users are saying about
Top Rated
85 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 85 reviews and ratings
31 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.6 out of 100
Based on 31 reviews and ratings
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
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
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
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
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
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.
IT Security Manager
Paraco Gas CorporationOil & Energy, 501-1000 employees
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.
Contact Center Solutions Engineer
VesuvITas Contact Center Solutions GroupInformation Technology & Services, 11-50 employees
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.
Help Desk Manager
Trine UniversityHigher Education, 201-500 employees
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.

Verified User
Representative in Sales
Food & Beverages Company, 1001-5000 employeesCons
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
Sr. System Engineer
Keesing Media Group B.V.Publishing, 201-500 employees
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)
VP Marketing & Business Development
Conveyco TechnologiesLogistics & Supply Chain, 51-200 employees
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 |
- 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 |
Enterprise | Starting at $1,2002 |
- monthly (annually)
- 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.

Verified User
Supervisor in Information Technology
Media Production Company, 1001-5000 employeesHubSpot 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.

Verified User
Manager in Information Technology
Higher Education Company, 51-200 employeesHubSpot 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.

Verified User
Administrator in Information Technology
Banking Company, 201-500 employeesHubSpot 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.

Verified User
Supervisor in Information Technology
Media Production Company, 1001-5000 employeesHubSpot 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.
Student Health Business Systems Analyst / IT Operations
UC MercedHealth, Wellness and Fitness, 11-50 employees
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
VP of Marketing
FamePickMarketing & Advertising, 11-50 employees
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.
Assistant Director of IT
Greenville CollegeHigher Education, 201-500 employees
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
Pre-Sales manager
CAST SOFTWARE India pvt LtdComputer Software, 201-500 employees