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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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Read all reviews

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)
    9.6
    96%
  • 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 7.8

Self Help Community

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

9.3
Avg 7.6

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 7.5
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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 9.6.

The most common users of HubSpot Service Hub are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(49)

Reviews

(1-12 of 12)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
December 03, 2021

HubSpot Service Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Max Safier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
April 25, 2021

360 Customer View

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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).
April 25, 2021

HubSpot Service Hub

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
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