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Freshdesk vs HubSpot Service Hub Comparison

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Overview

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

Category Leaders

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

15

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

20

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

3.2K

5

4

3

2

1

1.9K

1.1K

156

30

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.5

158

5

4

3

2

1

82

67

7

2

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Pros

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

Cons

There can be many layers to get through, and the lack of tags makes it hard to track.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features115
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Client Management
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Performance Metrics
  • Pipeline Management
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Virtual Assistant
  • Voice Mail
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features85
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Client Management
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Performance Metrics
  • Pipeline Management
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Virtual Assistant
  • Voice Mail
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations488
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft Outlook
  • PayPal
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twilio
  • Twitter/X
  • WooCommerce
  • WordPress
  • Xero
  • Zapier
  • Zendesk Suite
  • Total integrations186
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft Outlook
  • PayPal
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twilio
  • Twitter/X
  • WooCommerce
  • WordPress
  • Xero
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

PD
AvatarImg

Paul D.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Outstanding! FreshWorks make the Dream Work...

Reviewed 6 years ago
Pros

Ease of design and custom features. Support is fast and efficient. Integration with our Exchange environment has made retrieval of support requests much quicker which makes for happier customers. All members of support team and other departments can easily corroborate on a single or multiple requests by clients. Best support Bang for the Buck!

Cons

Would like to see better integration with API and HubSpot. Currently no way to auto populate summary into HubSpot contacts..

RC
AvatarImg

Robb C.

Information Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Switched to FreshDesk and haven't looked back

Reviewed 2 years ago

Positive. We switched from HubSpot and haven't looked back. Highly recommend.

Pros

It's easy to use and integrate with our existing platform. Ticket management is great. And, the Knowledge Base management is fantastic.

Cons

Spam detection could use a bit of work. It's not a pain but noticed.

AR
AvatarImg

Verified reviewer

Computer Software, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk did the job but it wasn't my favourite sales desk.

Reviewed 5 years ago
Pros

It did the job! I was able to track tickets and feature requests and assigning these tickets was easy. I found the customer service was fairly good.

Cons

I had a free trial of Freshdesk before moving to Hubspot. I found that Freshdesk was lacking in some more advanced features which Hubspot offered. It just wasn't for us in the end but would still recommend.

AS
AvatarImg

Anton S.

Computer Software, 11-50 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Freshdesk logo

Freshdesk

Intuitive Helpdesk, good support

Reviewed 2 years ago
Pros

intuitive use and support was on the ball all the time, despite the time difference

Cons

It's not really a con for the software, but we had to integrate it into a CRM (Hubspot) and moved to another ticketing system, one provided by Hubspot. It wasn't an issue with Freshdesk just an operational decision

AvatarImg
AvatarImg

Ben C.

Human Resources, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk

Reviewed 6 years ago

Have enjoyed using Freshdesk as the hub for Support tickets. Only issue I had was an unreturned call when I called Freshdesk Support for an issue with the product

Pros

Ease of use and that it's a central location for all my Support Tickets

Cons

Other than an issue with reaching Freshdesk support nothing

AR
AvatarImg

Verified reviewer

51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshdesk logo

Freshdesk

We use FreshDesk for our customer service database

Reviewed 6 years ago
Pros

It's super easy to use and alter to your direct needs. We've been able to integrate multiple apps so it is our only hub for all of our customer support

Cons

The customer support is difficult. No one can easily answer a question. They released an upgraded version but do not have the apps we need integrated into the update still.

SE
AvatarImg

Sintija E.

Electrical/Electronic Manufacturing, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Our team enjoys working with Freshdesk, and their support team is always quick and happy to help!

Reviewed 6 years ago
Pros

I think the user interface is easy to understand. Settings are very detailed, automations work great. Reporting is very insightful as well. I always appreciate the customer-centered approach and FD support team's interest to find the best solution for the customer, even if it calls for deeper investigations and creating custom solutions or work-arounds! That makes me confident that if I can't figure something out on Freshdesk, I know that I'll get it sorted when I'll reach out to their Support team.

Cons

We would really appreciate an integration with HubSpot. That would really be the cherry on top! Additionally, realtime stats on all reports would be great, too.

VK
AvatarImg

Vivek Kumar M.

Computer Networking, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Review facedesk

Reviewed a year ago
Pros

Freshdesk is a very truthfully company. It's a very huge company and having highest no. of employes

Cons

I need to improve the support system service .

MD
AvatarImg

Manish D.

Education Management, 201-500 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Very good product

Reviewed a year ago

Good

Pros

Seamless integration capabilities and easy to use

Cons

Customer service can be more adaptive and timely

SC
AvatarImg

Shubham C.

Information Technology and Services, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Best Ticketing and SLA managing product

Reviewed 5 years ago

Easy to use and track tickets and agents . easy to track SLA of customer.

Pros

Alerts / Escalation Email Integration IT Asset Management Self Service Portal Service Level Agreement (SLA) Management Ticket Management

Cons

There's no document storage feature which can be added further.

CL
AvatarImg

ClaIRE L.

Public Relations and Communications, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Finally able to migrate our channels into one!

Reviewed 2 years ago
Pros

our customer service team was able to bring all of our customer outreach platforms together and offer better service!

Cons

Felt a bit limited iwth some of the surveys and analytics available. It was also a bit pricey

TU
AvatarImg

Thazeem U.

E-Learning, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Best tool for live chat and support channel

Reviewed 2 years ago
Pros

We have used this tool with email and live chat ticket generation.It have integration with social media channels which is our best part to serve students.

Cons

Till now no cons in this service we have used.

GO
AvatarImg

Gabriel O.

E-Learning, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Good service but need to improve the design

Reviewed a year ago

The freshdesk made our company's tasks run faster and more efficiently, ending a major gap of lack of communication between teams.

Pros

freshdesk is an excellent service for customer management, as well as service and management of tasks to be performed. The service is being used in our corporation and it has performed excellently in organizing the company's tasks.

Cons

The design needs to be updated, seeking to make it modern and more intuitive

AR
AvatarImg

Verified reviewer

Consumer Goods, 10,001+ employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk

Reviewed 4 years ago
Pros

This software is really easy to use and provides great analytics for my team and my company. Very user friendly.

Cons

Service can take a while to respond which can be inconvenient.

AvatarImg
AvatarImg

Javier C.

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

It is a solution that allows you to quickly generate value to the business.

Reviewed 6 years ago

Organize the process of customer service and improve service times

Pros

With freshdesk it is very easy and flexible to customize the flows, also the export of data for analysis

Cons

The ticket fields do not have a function for the alphabetical ordering of their values, this has to be done one by one

AR
AvatarImg

Verified reviewer

Sports, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Loving It

Reviewed 6 years ago

Accountability, metrics, customer queries can be dealt with by others.....they do not just sit in an inbox operated by one person.

Pros

Always been hard to see metrics against performance/customer service. This is great in making accountability for customer service across the whole organisation.

Cons

We still need to send mass communication from outlook re-directing responses back to freshdesk. Would be good if you could do it all on one platform......if you can and I haven't found it, please delight me!

AR
AvatarImg

Verified reviewer

Transportation/Trucking/Railroad, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk for a small, parttime/hourly team

Reviewed 5 years ago

Customer support has been great. But I definitely find myself submitting more tickets and asking more questions than I think should be necessary.

Pros

Freshdesk has a lot of capabilities, and they've been hard at work deepening their offering, such as advancing specifically in call center and chat capabilities.

Cons

Migrating to their new product lines, especially FreshCaller, was a nightmare. We rely heavily on Freshdesk as our hub for all tickets and the integration was not a seamless one, requiring agents to have both Freshcaller and Freshdesk open. Agents also had a lot of issues with missed calls and notifications coming through, which resulted in a lot of lost hours with their support team over the phone.

JT
AvatarImg

Jeff T.

Retail, 1-10 employees

Used other for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshdesk logo

Freshdesk

Waste of Time

Reviewed 6 years ago

I was trying this software for my company. We have 8 users so I wanted to be sure before I spent money, so I used it for the free trial. Supposedly, they offer an entirely free version although less robust. When the full trial ended, I was still learning to admin and I wanted to see what my users really needed so I choose the "Sprout" plan that is free. I really wanted to know if I needed any of the...

Pros

The software works as expected. No issues.

Cons

Customer service is useless. They weren't interested in being of any help.

Ac
AvatarImg

Alex c.

Government Administration, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk - a breath of fresh air.

Reviewed a year ago
Pros

A significantly improved ITSM for our service desk operations. A pleasurable implementation with a knowledgeable and effective onboarding team. Has transformed our service desk!

Cons

We are developing further integrations and have not identified any limitations to date.

AA
AvatarImg

Akshat A.

Accounting, self-employed

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk honest review

Reviewed a month ago
Pros

There is nothing much which I like about it except the video calling part

Cons

The customer service is very bad and they send too many notifications

AR
AvatarImg

Verified reviewer

Alternative Dispute Resolution, 1-10 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Freshdesk logo

Freshdesk

It's more complex than I had hoped it would be

Reviewed 2 years ago
Pros

The customer service at FreshWorks is incredible.

Cons

It's geared to much larger businesses. I'm struggling to launch it. Also, it does not integrate with ConvertKit. :(

Mv
AvatarImg

Michiel v.

Retail, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Great Zendesk alternative

Reviewed 5 years ago

Freshdesk has served our business quite well for the last two years

Pros

The customer service team is very helpful

Cons

A lot of the functionality requires you to upgrade to a more expensive plan

RJ
AvatarImg

Rishabh J.

Logistics and Supply Chain, 10,001+ employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Best omnichannel customer service

Reviewed 3 years ago
Pros

Inside chating with customer regarding with anything also there are so many api for features

Cons

Too many custom apps make the tool clumsy. Field service management needs improvement.

SR
AvatarImg

Soumyaranjan R.

Information Services, 1-10 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Excellent support

Reviewed 5 years ago

Very good service

Pros

Easy to use interface and excellent support from developers.

Cons

Yet to find any. Till now it's running smoothly.

SC
AvatarImg

Shaktisinh C.

Writing and Editing, self-employed

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk review

Reviewed a year ago
Pros

Software costumer service is best for others software.

Cons

Use of this software are like least. Use is defferent others software.

AR
AvatarImg

Verified reviewer

Telecommunications, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

HubSpot Service Hub logo

HubSpot Service Hub

Easy to Use, Great for Starting Out

Reviewed 5 years ago

We're a pretty small company and it is easy to get overwhelmed by the demands of starting and growing a business from scratch. It is nice to have Service Hub as an 'add-on' for the CRM, Marketing automation and other features HubSpot offers as part of its full suite of tools. It has made it very easy for us to quickly add a "support portal" to our website, and it has helped our customers get answers to their most-asked questions more quickly than they could by just emailing our support team.

Pros

Using the HubSpot Service Hub is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful.

Cons

While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal.