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HubSpot Service Hub

HubSpot Service Hub

Overview

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…

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Recent Reviews

HubSpot Service Review

10 out of 10
December 03, 2021
Incentivized
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
Incentivized
HubSpot is used by one side of the company, mostly to receive, manage, and track incoming requests from customers on a variety of tech …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket response (11)
    9.5
    95%
  • External knowledge base (10)
    9.3
    93%
  • Organize and prioritize service tickets (11)
    9.2
    92%
  • Ticket creation and submission (11)
    8.7
    87%
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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
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Product Demos

HubSpot Service Hub Demo

YouTube

HubSpot Service Hub Demo by Gal Tarrab-Levi of Cacao Media

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

9.3
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.1
Avg 7.7
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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

Screenshot of Service Hub helps to quickly address service tickets

HubSpot Service Hub Video

💡📘 Interested in HubSpot Service Hub? Click here to learn more about HubSpot Service Hub*: https://bit.ly/3eAfFDA Or, browse HubSpot Service Hub reviews, pricing and compare with popular alternatives at https://www.capterra.com/p/182476/HubSpot-Service-Hub/?utm_source=you...
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HubSpot Service Hub Competitors

HubSpot Service Hub Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

HubSpot Service Hub starts at $50.

Zoho Desk, Help Scout, and Jira Service Management are common alternatives for HubSpot Service Hub.

Reviewers rate Ticket response highest, with a score of 9.5.

The most common users of HubSpot Service Hub are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(49)

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
March 12, 2022

HubSpot Service Hub--where all our leads and deals stay

AS
Abhishek Sinha
Pre-Sales manager
CAST SOFTWARE India pvt Ltd (Computer Software, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
HubSpot Service Hub is used for the lead management and the overall lead lifecycle.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
HubSpot Service Hub Feature Ratings
Incident and problem management (3)
N/A
N/A
Organize and prioritize service tickets
N/A
N/A
Ticket creation and submission
N/A
N/A
Ticket response
N/A
N/A
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help
N/A
N/A
Return on Investment
  • 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
Other Software Used
AppDynamics, Microsoft 365 (formerly Office 365), Microsoft Azure Active Directory
May 14, 2021

"Excellent tool for team management and reporting"

Verified User
Representative in Sales
Food & Beverages Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
HubSpot Service Hub Feature Ratings
Incident and problem management (6)
81.66666666666666%
8.2
Organize and prioritize service tickets
80%
8.0
Expert directory
80%
8.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
82%
8.2
Customer portal
90%
9.0
IVR
80%
8.0
Social integration
80%
8.0
Email support
80%
8.0
Help Desk CRM integration
80%
8.0
Return on Investment
  • The platform for marketing is easy to use. The Marketing emails are simple to make.
  • Data storage in one place.
  • Customer support, email tracking.
Alternatives Considered
Freshdesk is a significant upgrade over email-based service.
HubSpot is a simple and quick way to collect user reviews and provide customer service.
Other Software Used
April 25, 2021

360 Customer View

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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).
Likelihood to Recommend
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.
HubSpot Service Hub Feature Ratings
Incident and problem management (6)
86.66666666666666%
8.7
Organize and prioritize service tickets
90%
9.0
Expert directory
70%
7.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
90%
9.0
Ticket response
80%
8.0
Self Help Community (2)
70%
7.0
External knowledge base
70%
7.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
82%
8.2
Customer portal
90%
9.0
IVR
70%
7.0
Social integration
70%
7.0
Email support
80%
8.0
Help Desk CRM integration
100%
10.0
Return on Investment
  • HubSpot has been an improvement on our previous product which didn't have working search.
  • HubSpot has made client management much better.
  • HubSpot has been less expensive then the previous product we had.
Alternatives Considered
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.
Other Software Used
Atlassian Confluence, Jira Service Management (Jira Service Desk), Discord, Autodesk Tinkercad
February 16, 2021

My honest review on HubSpot and its features.

KR
Kunnath Rahul
Electrical Engineer
Jyothi Engineering College (E-Learning, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
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.
HubSpot Service Hub Feature Ratings
Incident and problem management (6)
70%
7.0
Organize and prioritize service tickets
60%
6.0
Expert directory
80%
8.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
60%
6.0
Ticket response
60%
6.0
Self Help Community (2)
75%
7.5
External knowledge base
70%
7.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
62%
6.2
Customer portal
80%
8.0
IVR
N/A
N/A
Social integration
70%
7.0
Email support
80%
8.0
Help Desk CRM integration
80%
8.0
Return on Investment
  • Positive impacts such as product sales are happened for good.
  • Some technical issues while integrating with other softwares.
  • Email integration is good.
Alternatives Considered
Agile software is a good one but not as HubSpot Service Hub. Because the restrictions such as cost and complexity is more than HubSpot. By comparing other features also, HubSpot is better one. But the cost comparing to sales force software HubSpot is more costly. Sales force has good features like integrating with other softwares that can be difficult in HubSpot.
Other Software Used
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