HubSpot Service Hub vs. osTicket

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HubSpot Service Hub
Score 8.5 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$50
per month
osTicket
Score 7.7 out of 10
N/A
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
$9
per month
Pricing
HubSpot Service HubosTicket
Editions & Modules
Starter
$50 ($45)
monthly (annually)
Professional
$400 ($360)
monthly (annually)
Enterprise
Starting at $1,200
per month
No answers on this topic
Offerings
Pricing Offerings
HubSpot Service HubosTicket
Free Trial
NoNo
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
HubSpot Service HubosTicket
Top Pros
Top Cons
Features
HubSpot Service HubosTicket
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HubSpot Service Hub
8.5
11 Ratings
7% above category average
osTicket
7.6
9 Ratings
4% below category average
Organize and prioritize service tickets9.211 Ratings7.99 Ratings
Expert directory7.94 Ratings9.04 Ratings
Subscription-based notifications8.26 Ratings8.47 Ratings
ITSM collaboration and documentation7.65 Ratings7.27 Ratings
Ticket creation and submission8.711 Ratings6.99 Ratings
Ticket response9.511 Ratings6.29 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HubSpot Service Hub
9.3
10 Ratings
18% above category average
osTicket
8.3
7 Ratings
7% above category average
External knowledge base9.310 Ratings9.05 Ratings
Internal knowledge base9.310 Ratings7.57 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HubSpot Service Hub
8.1
6 Ratings
5% above category average
osTicket
6.9
8 Ratings
11% below category average
Customer portal9.14 Ratings9.07 Ratings
IVR7.13 Ratings7.01 Ratings
Social integration7.34 Ratings4.01 Ratings
Email support7.86 Ratings9.57 Ratings
Help Desk CRM integration9.26 Ratings5.03 Ratings
Best Alternatives
HubSpot Service HubosTicket
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HubSpot Service HubosTicket
Likelihood to Recommend
8.6
(12 ratings)
9.1
(9 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
1.0
(2 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
HubSpot Service HubosTicket
Likelihood to Recommend
HubSpot
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.
Read full review
Enhancesoft LLC
For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
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Pros
HubSpot
  • 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.
Read full review
Enhancesoft LLC
  • osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
  • Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
  • Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
  • Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
  • Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).
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Cons
HubSpot
  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Read full review
Enhancesoft LLC
  • Language package should permit also the translation of the templates
  • It should not require the user to enter his details when creating a new ticket. This should be filled automatically
  • Improve the layout of the ticket messages to facilitate reading and interpretation.
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Likelihood to Renew
HubSpot
No answers on this topic
Enhancesoft LLC
It does well what I was looking for on a ticketing tool
Read full review
Usability
HubSpot
No answers on this topic
Enhancesoft LLC
I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.
Read full review
Support Rating
HubSpot
No answers on this topic
Enhancesoft LLC
Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
Read full review
Implementation Rating
HubSpot
No answers on this topic
Enhancesoft LLC
Grant all prerequisites are met, before installing to avoid any issue during the installation
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Alternatives Considered
HubSpot
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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Enhancesoft LLC
osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
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Return on Investment
HubSpot
  • 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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Enhancesoft LLC
  • When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
  • Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.
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ScreenShots

HubSpot Service Hub Screenshots

Screenshot of Service Hub helps to quickly address service tickets