14 Ratings
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Score 8.9 out of 100
402 Ratings
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Score 8.2 out of 100

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.
Max Safier | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HubSpot Service Hub
8.5
Jira Service Management (Jira Service Desk)
9.0
Organize and prioritize service tickets
HubSpot Service Hub
8.6
Jira Service Management (Jira Service Desk)
8.9
Expert directory
HubSpot Service Hub
7.8
Jira Service Management (Jira Service Desk)
9.0
Subscription-based notifications
HubSpot Service Hub
8.2
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
HubSpot Service Hub
7.5
Jira Service Management (Jira Service Desk)
8.4
Ticket creation and submission
HubSpot Service Hub
9.6
Jira Service Management (Jira Service Desk)
Ticket response
HubSpot Service Hub
9.4
Jira Service Management (Jira Service Desk)
Service restoration
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
8.4
ITSM reports and dashboards
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
8.7

Self Help Community

HubSpot Service Hub
8.4
Jira Service Management (Jira Service Desk)
External knowledge base
HubSpot Service Hub
8.4
Jira Service Management (Jira Service Desk)
Internal knowledge base
HubSpot Service Hub
8.4
Jira Service Management (Jira Service Desk)

Multi-Channel Help

HubSpot Service Hub
8.0
Jira Service Management (Jira Service Desk)
Customer portal
HubSpot Service Hub
8.9
Jira Service Management (Jira Service Desk)
IVR
HubSpot Service Hub
7.0
Jira Service Management (Jira Service Desk)
Social integration
HubSpot Service Hub
7.1
Jira Service Management (Jira Service Desk)
Email support
HubSpot Service Hub
7.8
Jira Service Management (Jira Service Desk)
Help Desk CRM integration
HubSpot Service Hub
9.4
Jira Service Management (Jira Service Desk)

ITSM asset management

HubSpot Service Hub
Jira Service Management (Jira Service Desk)
10.0
Configuration mangement
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
10.0
Asset management dashboard
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
10.0
Policy and contract enforcement
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
10.0

Change management

HubSpot Service Hub
Jira Service Management (Jira Service Desk)
7.7
Change requests repository
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
8.2
Change calendar
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
6.5
Service-level management
HubSpot Service Hub
Jira Service Management (Jira Service Desk)
8.5

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.
Rafeeq Ahmed (Ali) | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | TrustRadius Reviewer

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)
Ed Romaine | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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) 10.0
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
Anonymous | TrustRadius Reviewer

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.
Mhatet Ramos | TrustRadius Reviewer

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) 8.4
Based on 50 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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

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

Jira Service Management (Jira Service Desk)

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Jira Service Management (Jira Service Desk)

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Screenshots

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

Jira Service Management (Jira Service Desk)

General

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

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
Additional Pricing Details

Rating Summary

Likelihood to Recommend

HubSpot Service Hub
8.6
Jira Service Management (Jira Service Desk)
8.7

Likelihood to Renew

HubSpot Service Hub
Jira Service Management (Jira Service Desk)
10.0

Usability

HubSpot Service Hub
Jira Service Management (Jira Service Desk)
9.5

Support Rating

HubSpot Service Hub
Jira Service Management (Jira Service Desk)
8.4

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