HubSpot Service Hub
31 Ratings
Jira Service Management (Jira Service Desk)
481 Ratings

HubSpot Service Hub

31 Ratings
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Score 8.6 out of 100

Based on 31 reviews and ratings

Jira Service Management (Jira Service Desk)

481 Ratings
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Score 8.3 out of 100

Based on 481 reviews and ratings

Feature Set Ratings

  • Jira Service Management (Jira Service Desk) ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.5

HubSpot Service Hub

85%
9.0

Jira Service Management (Jira Service Desk)

90%
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features

Organize and prioritize service tickets

8.7
87%
10 Ratings
9.1
91%
78 Ratings

Expert directory

7.9
79%
4 Ratings
9.0
90%
2 Ratings

Subscription-based notifications

8.2
82%
6 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

7.6
76%
5 Ratings
8.9
89%
65 Ratings

Ticket creation and submission

9.3
93%
10 Ratings
N/A
0 Ratings

Ticket response

9.3
93%
10 Ratings
N/A
0 Ratings

Service restoration

N/A
0 Ratings
9.5
95%
2 Ratings

Self-service tools

N/A
0 Ratings
8.1
81%
72 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.2
82%
66 Ratings

Self Help Community

8.7

HubSpot Service Hub

87%

Jira Service Management (Jira Service Desk)

Feature Set Not Supported
N/A
HubSpot Service Hub ranks higher in 2/2 features
HubSpot Service Hub ranks higher in 2/2 features

External knowledge base

8.7
87%
9 Ratings
N/A
0 Ratings

Internal knowledge base

8.7
87%
9 Ratings
N/A
0 Ratings

Multi-Channel Help

8.1

HubSpot Service Hub

81%

Jira Service Management (Jira Service Desk)

Feature Set Not Supported
N/A
HubSpot Service Hub ranks higher in 5/5 features
HubSpot Service Hub ranks higher in 5/5 features

Customer portal

9.0
90%
4 Ratings
N/A
0 Ratings

IVR

7.0
70%
3 Ratings
N/A
0 Ratings

Social integration

7.2
72%
4 Ratings
N/A
0 Ratings

Email support

7.8
78%
6 Ratings
N/A
0 Ratings

Help Desk CRM integration

9.3
93%
6 Ratings
N/A
0 Ratings

ITSM asset management

HubSpot Service Hub

Feature Set Not Supported
N/A
10.0

Jira Service Management (Jira Service Desk)

100%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
10.0
100%
1 Rating

Asset management dashboard

N/A
0 Ratings
10.0
100%
1 Rating

Policy and contract enforcement

N/A
0 Ratings
10.0
100%
1 Rating

Change management

HubSpot Service Hub

Feature Set Not Supported
N/A
8.0

Jira Service Management (Jira Service Desk)

80%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.7
87%
67 Ratings

Change calendar

N/A
0 Ratings
6.5
65%
2 Ratings

Service-level management

N/A
0 Ratings
8.9
89%
71 Ratings

Attribute Ratings

  • Jira Service Management (Jira Service Desk) is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.7

HubSpot Service Hub

87%
11 Ratings
9.0

Jira Service Management (Jira Service Desk)

90%
79 Ratings

Likelihood to Renew

HubSpot Service Hub

N/A
0 Ratings
10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating

Usability

HubSpot Service Hub

N/A
0 Ratings
9.5

Jira Service Management (Jira Service Desk)

95%
2 Ratings

Support Rating

HubSpot Service Hub

N/A
0 Ratings
8.8

Jira Service Management (Jira Service Desk)

88%
48 Ratings

Likelihood to Recommend

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.

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Max Safier | TrustRadius Reviewer
Max Safier
View all 11 answers on this topic

Jira Service Management (Jira Service Desk)

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.

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Chris Guru | TrustRadius Reviewer
Chris Guru
View all 79 answers on this topic

Pros

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.

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Anonymous | TrustRadius Reviewer
Verified User
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Jira Service Management (Jira Service Desk)

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have

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Anonymous | TrustRadius Reviewer
Verified User
View all 79 answers on this topic

Cons

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)

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Ed Romaine | TrustRadius Reviewer
Ed Romaine
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Jira Service Management (Jira Service Desk)

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.

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Anonymous | TrustRadius Reviewer
Verified User
View all 79 answers on this topic

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
—

Jira Service Management (Jira Service Desk)

General

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

Starting Price

$0 per month

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. none
Additional Pricing Details
—

Usability

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.

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Mhatet Ramos | TrustRadius Reviewer
Mhatet Ramos
View all 2 answers on this topic

Support Rating

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.8
Based on 48 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.

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Anonymous | TrustRadius Reviewer
Verified User
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Alternatives Considered

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

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Matt Zuvella | TrustRadius Reviewer
Matt Zuvella
View all 11 answers on this topic

Jira Service Management (Jira Service Desk)

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

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Gary Smolyak | TrustRadius Reviewer
Gary Smolyak
View all 79 answers on this topic

Return on Investment

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

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Abhishek Sinha | TrustRadius Reviewer
Abhishek Sinha
View all 11 answers on this topic

Jira Service Management (Jira Service Desk)

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

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Anonymous | TrustRadius Reviewer
Verified User
View all 79 answers on this topic

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