HubSpot Service Hub

HubSpot Service Hub

About TrustRadius Scoring
Score 8.7 out of 100
HubSpot Service Hub

Overview

Recent Reviews

HubSpot Service Review

10 out of 10
December 03, 2021
I use HubSpot Service as the primary source of my communication with customers every day. HubSpot makes it so easy to filter, categorize, …
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360 Customer View

8 out of 10
April 25, 2021
HubSpot is used by one side of the company, mostly to receive, manage, and track incoming requests from customers on a variety of tech …
Continue reading

Popular Features

View all 13 features

Ticket response (10)

9.3
93%

Ticket creation and submission (10)

9.3
93%

Organize and prioritize service tickets (10)

8.7
87%

External knowledge base (9)

8.7
87%

Reviewer Pros & Cons

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Video Reviews

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Pricing

View all pricing

Starter

$50 ($45)

Cloud
monthly (annually)

Professional

$400 ($360)

Cloud
monthly (annually)

Enterprise

Starting at $1,200

Cloud
per month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.hubspot.com/pricing/service…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $50 per month

Features Scorecard

Incident and problem management

8.5
85%

Self Help Community

8.7
87%

Multi-Channel Help

8.1
81%

Product Details

What is HubSpot Service Hub?

Service Hub is a help desk software that is included in HubSpot's Customer Relationship Management (CRM) platform. Businesses use Service Hub to provide streamlined customer support. Service Hub enables multi-channel communication, which allows customer support teams to quickly resolve service requests. It offers help desk and ticketing automations that reduce the need for data entry. Service Hub's automation features prioritize service tickets, allowing the customer support team to address critical requests first.

Streamlined Customer Service

This software also includes a live chat function that gives customers answers to their support questions in real time. If a service agent is unavailable, customers can search through the Knowledge Base, a self-service library that indexes product information. This feature allows businesses to create a source for help articles, videos, and other documentation. Customers can search for the information without having to call the support number or submit a ticket.


Service Hub improves the efficiency of customer service and time management for help desk agents. The software helps businesses of all sizes grow their customer base. Service Hub can also increase customer retention through self-service and improved response times. You can use Service Hub as a standalone help desk software or part of the full CRM platform. HubSpot's help desk software includes over 750 integrations and can seamlessly fit into your customer service workflow.

Flexible Subscription Plans

HubSpot offers a range of pricing tiers that make Service Hub extremely scalable. Small businesses with a limited budget can take advantage of the features in Service Hub's free plan. The free tier includes ticketing, live chat, and reporting features for businesses that are looking to establish a comprehensive help desk. Service Hub gives small businesses the opportunity to expand their help desk capabilities and support their growing customer base.


The more advanced customer service features, such as the knowledge base and automations, are available with a paid subscription. Those who are looking for a more organized help desk would benefit from Service Hub's ticket pipelines and routing. Service Hub is also great for evaluating customer experience. Businesses that are interested in getting feedback directly from their customers will appreciate Service Hub's customer support and experience surveys. These surveys are available with the professional plan, which requires at least five users.


Enterprises can use Service Hub to manage multiple teams or businesses. HubSpot offers an enterprise tier with Single Sign-On, user roles, and field-level permissions. The field-level permissions are especially helpful for larger corporations with security concerns. Service Hub also give Enterprises the ability to manage employee performance. You can use the playbook feature to develop a source of guides and resources for your customer service teams. Service Hub also allows Enterprises to set team goals that help employees stay focused on providing better customer support.


HubSpot Service Hub Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Live help chat

Additional Features

  • Supported: Contact Management
  • Supported: Team Email
  • Supported: Reporting Dashboard
  • Supported: Conversation Routing
  • Supported: Multiple Ticket Pipelines
  • Supported: Multiple Currencies
  • Supported: Calling SDK
  • Supported: Logged-in Visitor ID
  • Supported: 1:1 Video Creation
  • Supported: Goals
  • Supported: Playbooks
  • Supported: Single Sign-On
  • Supported: User Roles
  • Supported: Team Management

HubSpot Service Hub Screenshots

Service Hub helps to quickly address service tickets

HubSpot Service Hub Video

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HubSpot Service Hub Integrations

  • HubSpot Service Hub offers more than 750 custom integrations in their App Marketplace.

HubSpot Service Hub Competitors

HubSpot Service Hub Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

View all alternatives

Frequently Asked Questions

What is HubSpot Service Hub?

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.

How much does HubSpot Service Hub cost?

HubSpot Service Hub starts at $50.

What is HubSpot Service Hub's best feature?

Reviewers rate Help Desk CRM integration highest, with a score of 9.4.

Who uses HubSpot Service Hub?

The most common users of HubSpot Service Hub are from Small Businesses (1-50 employees) and the Computer Software industry.

Reviews and Ratings

 (28)

Reviews

(1-11 of 11)
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Matt Zuvella | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We have used the suite of Hubspot products including Service Hub for 3+ years and are very satisfied. Hubspot has done an excellent job of tying all its systems in together so our team does not have to jump back in forth between different software. Our main use if for incoming support tickets for both our VIP and regular users. Overall Hubspot does a good job with ticket handling but slightly lacks on the ticket automation features.
  • Ticket responses
  • Built in live chat
  • Incredibly easy setup
  • Automation features are lacking
  • Main inbox is confusing for new users
  • Overall site speed needs to be improved
Hubspot does a great job combining all the core aspects (live chat, tickets, CRM) of customer service needs into one system. Normally this takes 3 or 4 systems that you have to link together. Now not all the aspects are excellent but they definitely get the job done.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We needed a tool for our email customer support and we've been users of the Hubspot CRM for a long time. With the Hubspot Service Hub, we can not only manage our CRM contacts, but also get to know on the timeline view when a contact sends us a ticket via email. Service Hub is super easy to setup and offers some very reliable ways to communicate with our prospects and customers.

The training needs for the platform was minimal and our agents loved the UI.
  • Super Easy to Integrate and get started
  • Simple Interface reducing the training needs
  • Integrates seamlessly with Hubspot CRM in the timeline view
  • Allows configuring workflow rules
  • Customer Portal for customers to track tickets
  • Tool is pretty expensive
  • The pricing should not scale with contacts as it gets very expensive at scale
  • Customer Support could be done better
- Extremely effective tool for customer support
- Workflow feature to automate scenarios is very useful
- Very easy to setup and start using
- The training needs for the tool are minimal
Score 8 out of 10
Vetted Review
Verified User
Review Source
HubSpot Service Hub is used for the lead management and the overall lead lifecycle.
  • Lead management
  • Deal lifecycle
  • Meeting integration requirements from the other enterprise applications
  • The UI could be made more interactive
  • Include more features that can be leveraged by enterprises like license management
  • Not sure if catalog and inventory management could be done or not. If not, then it can be incorporated.
We have been using HubSpot Service Hub for lead and sales management and I think for an organization like ours, it suits the purpose. It can easily be integrated with other apps and data flows seamlessly.
December 03, 2021

HubSpot Service Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
I use HubSpot Service as the primary source of my communication with customers every day. HubSpot makes it so easy to filter, categorize, respond and track all tickets. It makes my role of Customer Success much easier knowing HubSpot takes care of the essentials, leaving me more time to focus on customer service.
  • Organize tickets
  • Snippets
  • Detailed information
  • Forwarding a ticket(email) within a new ticket would be a great feature rather than forwarding separately.
  • Have more than one ticket owner on a ticket.
I use HubSpot Service as the primary source of my communication with customers every day. HubSpot makes it so easy to filter, categorize, respond and track all tickets. It makes my role of Customer Success much easier knowing HubSpot takes care of the essentials, leaving me more time to focus on customer service.
Rebekah Longenecker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use this across our whole organization for keeping track and working with our customers and our dev team. HubSpot Service Hub helps us to stay on track with tickets and interact with our customers. Also, the feedback surveys are so helpful and help us to know where we need to improve. The integrations work seamlessly!
  • Ticketing
  • Tracking tickets
  • Manage inboxes
  • Creating chat flows
HubSpot Service Hub helps me keep track of all our customers' requests, manage collaborative inboxes, integrates great with Google, Zoom, and several other tools. All of our team can see everything in one place. Our customers like being able to chat with us instead of having to pick up the phone to contact us.

HubSpot Service Hub is easy to use, and customer support has always been super helpful and is quick to respond.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are using HubSpot Service Hub to monitor our customers' activities and determine when we need to reach them. Being able to watch our customers' activities beneficial to us. This allows us to analyze and upgrade processes in order to strengthen and expand our company. With HubSpot, we even create email campaigns, and it's very easy to do so and link the client lists to which we want to send an email. As a result, communication and customer service are important aspects that we are handling.
  • 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.
  • At times, the search is a little uneven.
  • I'm still unable to add access to drafted articles.
  • The number of formats available for input surveys is very low.
HubSpot smooth collaboration organizes activities and does it all with a user-friendly interface. We use the knowledge centre to provide technical documentation to our clients, and it works well. I can multitask between customer support and sales thanks to the service hub. This has helped me make a good impression in my current job. Because of its simplicity, I continue to recommend it to others.
Max Safier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our sales and service departments are using Hubspot Service Hub at the moment. Hubspot Service [Hub] is great because now our ticketing system lives within our CRM vs. before we were on two different systems. We can now tag our tickets to our deals we sell to keep track of all the work for those clients
  • We were able to Standardized email and chat responses
  • We were Helping customers self-serve through our knowledge base
  • The Ticket automation is great!
  • Also Measuring customer experience was a big thing in our analytics
  • HubSpot can get it expensive depending on what you are doing
  • Their Contracts Aren’t Flexible
  • The Templates are Difficult to Modify
  • You Have to Pay for Additional Technical Support
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.

April 25, 2021

360 Customer View

Score 8 out of 10
Vetted Review
Verified User
Review Source
HubSpot is used by one side of the company, mostly to receive, manage, and track incoming requests from customers on a variety of tech issues. It also helps sales and account management easily manage relationships with new and existing clients in one place. Most of our client communication gets logged here.
  • It's great at unifying voice, text, and email communications.
  • 360 customer views are easy to set up.
  • Good automation features.
  • Search can be a bit wonky at times.
  • Reassignment of tickets and conversations separately can be confusing.
  • Conversation threading is awful (each response shows entire history, leading to a lot of scrolling).
Probably the best and most applicable use case is where you want a full customer 360 and sales pipeline all in one package, which is where HubSpot really shines. If you don't need all the extra features, HubSpot still does well, but you may want to look into other options that are more focused on your particular use case.
April 25, 2021

HubSpot Service Hub

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use HubSpot Service Hub across our company, tracking all interactions with our B2B partners and our clients. Because we also use the Sales Hub, it allows us to seamlessly move a contact or company from prospect to client, with all records/history available for reference.
  • Log calls, meetings and emails within each ticket.
  • We've set up workflows to allow automated emails and processes that save us time every day.
  • Multiple ticket pipelines allow us to track and report different types of things separately or together (billing. special projects, general inquiries, etc).
  • The lack of spell check in email.
  • Inability to remove a contact or company from a ticket and associated records and have it remain unassociated each time.
We really like how easy it is to use for most members of the team, as well as how customizable it is, with ticket properties we can add as needed to refine or sort for subsets of clients.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Actually I am also a user of HubSpot Service Hub. I also recommended our organization to use HubSpot for social media marketing and for other services. The IT department and marketing department are using this software from long period of time. Also thinking about using HubSpot in sales department to help marketing areas.
  • Simplicity of usage
  • More efficient
  • Easy to maintain and easy to install the software
  • Good helping guides to get started.
  • Marketing of products can be done more efficiently by using HubSpot Service Hub.
  • Huge customer management and services can be provided using HubSpot.
  • Better usage of HubSpot will have huge impact in organization's success
This software can have huge impact in marketing and sales purposes. Better understanding of the techniques of HubSpot can give unpredictable growth of the product's sales of organization.
Ed Romaine | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Service Hub provides us a concise way of taking care of our customers. We like the clean simple path it takes us down. Training levels are minimum (which is always important). And to me, it provides a 360 degree view to our sales and service teams for each customer. This is vital for keeping relationships, up-selling, not losing an opportunity and keeping customers happy.
  • Easy to use
  • Visibility to entire team
  • Problems don't fall between the cracks
  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
I think Service Hub is perfect for organizations that [are] starting to modernize their service support and those who can gain tremendous value in involving the sales team into service. I think most organizations do a horrible job of keeping sales people involved with their customers when there are problems.... until they are a disaster (sometimes too late). HubSpot Service Hub eliminates that excuse and problem.