Great Software Support Ticketing System
January 07, 2025

Great Software Support Ticketing System

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with HubSpot Service Hub

We utilize HubSpot Service Hub as our Support Desk ticketing system. We are a software provider and HubSpot Service Hub provides a way for our client users to submit support requests and issues to our team. Using HubSpot Service Hub we are able to log, document communication and information related to the ticket, track status, automate notifications to clients, and provide updates on status to our clients. If bugs or technical issues are identified that need to be escalated to our development team, we are integrated with JIRA (our development ticketing system) so that we can continue to track the status of the JIRA tickets. The dashboards and analytics help us to monitor ticket volumes by date ranges (day, week, month, quarter, year, or custom), by client, product, team member, etc. There is a client portal feature that is available, but we have not been able to utilize yet because of domain issues (on us), but we hope to implement that functionality so that clients can check on the status of their tickets without contacting us.

Pros

  • Customizable to your processes and use case
  • User-friendly / intuitive
  • Dashboards, Reports and Analytics
  • Available Integrations (JIRA, etc.)

Cons

  • We've had some issues setting up the Client Portal functionality because we merged with another company and are still operating under two domains; Setting up the Client Portal could be easier or they could provide better support to help us work through it
  • We've been able to do everything we need to do with HubSpot Service Hub
  • HubSpot Service Hub has enabled us with the data we need to make the business case to expand our Support Team based on the increase in number and complexity of support tickets.
  • By allowing us to automate certain communications within the ticket lifecycle, HubSpot Service Hub has saved our Support Team members time and increased efficiency.
  • HubSpot Service Hub allows us to provide the metrics and reports that our clients require on a weekly, monthly and annual basis.
User friendly - we were able to configure, customize and start using the system without any training. It is pretty intuitive for users that are not familiar with the software. We have been able to do everything that we need to do to support our Support Team Ticketing process with HubSpot Service Hub. We are able to pull all of the reports and metrics that we need to monitor the effectiveness of our Support team.
We were previously using Salesforce.com for our Support Team Ticketing System. Our company implemented HubSpot Marketing Hub and were looking at the CRM Hub for sales/business development, so it made sense to use one system that could support our enterprise needs. We had a very bad experience with Salesforce.com - mainly customer support and billing issues. In my opinion, they have rested on their laurels for too long and got too big to take care of their smaller clients. We find the HubSpot Service Hub team members to be easier to work with and support to be better.

Do you think HubSpot Service Hub delivers good value for the price?

Yes

Are you happy with HubSpot Service Hub's feature set?

Yes

Did HubSpot Service Hub live up to sales and marketing promises?

Yes

Did implementation of HubSpot Service Hub go as expected?

Yes

Would you buy HubSpot Service Hub again?

Yes

I can only speak to our use case - in which HubSpot Service Hub is used as our Support Desk ticketing system. It is well suited to intake and log support issues, it makes communication with clients easy, and allows us to track and move tickets through custom statuses. HubSpot Service Hub also allows us to integrate with JIRA when we need to escalate and assign tickets to our development team so that we can continue to track status. It is well suited to automate communications, routing of tickets to different queues, and customizing ticket statuses.

HubSpot Service Hub Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Ticket creation and submission
10
Ticket response
9
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help ()
Not Rated

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