HubSpot Service Hub vs Gorgias

Salesforce Sales Cloud

Zendesk Suite

LiveChat

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

Reporting/Analytics

Onboarding

Customer Engagement

Usage Tracking/Analytics

HubSpot Service Hub

Web-based

Android

iPad

iPhone

Freshdesk

Intercom

Zoho Desk

JIRA Service Management

LiveAgent

ChurnZero

Service Hub Starter

Service Hub Professional

Service Hub Enterprise

Marketer

At first, I used the free tools (not sure what the free plan includes today), and then paid for the premium for a while.

Creative Director

The wide range of capabilities that this software has is great for automating repetitive and time consuming Q and A sessions with clients.

Hr executive

I particularly didn’t feel any problem using hub-spot since our operations were single platform based but if u looking for diversity it may charge you extra.

Client Service Specialist II

It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications.

Head of marketing and development

In addition it has a great community both on and off thr platform as well as a well documented API with examples for many OOP languages.

customer service supervisor

It was hard to update specific things like times you are online or basic time settings.

Manager

I also find the live chat very useful because it connects directly with the CRM, so I never lose customer conversations.

Director

Chose between Zendesk, this gave us more features (e.g. unlimited web-to-ticket forms - which Zendesk said they did, but then said no after we'd signed up).

What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name.

Also, some of the reporting tools are a bit complicated at first, so new users may feel overwhelmed.

My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up.

Marketing & Growth Ops

The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Sales Marketing Manager 

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude.

CEO, Founder

With its powerful tools and features, you'll be able to streamline your workflows and provide faster and more efficient service to your clients, exceeding their expectations and ultimately driving growth for your business. While it may require some effort to initially understand and set up the platform, the benefits of doing so are well worth it. And with customer support available to assist you along the way, you can feel confident that you'll be able to take full advantage of all that this platform has to offer.

Marketing Specialist

With its intuitive interface, robust ticketing system, knowledge base functionality, and insightful analytics, it empowers organizations to enhance customer satisfaction and streamline their support operations. Despite the need for more integration options, HubSpot Service Hub remains a top choice for businesses seeking to elevate their customer service capabilities.

Engineer

its sometimes difficult to have my ticket rendered due to the Hubspot forms.

My overall experience with HubSpot is that it is a great way to have all client communication details in one spot.

Great tool with plenty of customizations available - have been using it for support tickets for several years now

Being able to establish a knowledge base for your clients and your team, is my personal favorite.

Even though it can be expensive as the team grows, the value and efficiency it brings make it worth it.

Guidance Facilitator

There are times that when I received notifications, it will covered up the latest.

Marketing Manager

The way it helps provide excellent support and build strong customer relationships.

IT Technician

It helps when looking and analysing growth.

HR Manager

The price is very high compared to other chats.

Homemaker

They were slightly fast with the type of services i wasnt in tge narjet for at the time

Business Development

The ticketing system makes it easy for you to organize and track customer calls, issues, and service requests.

Initial setup is difficult and may require assistance for those not familiar wit similar tools.

realtor

it was used to reserve spots and spaces, and it did the job.

Enrollment Growth

Sometimes it can be hard to find things since there is a lot on there

Very useful for managing day to day service

However, it would not allow any exceptions, and it prevented me from using it.

The service was prompt in reaching outcand figuring out what needed

All my employee programs are in one convenient spot and are easy to get to.

IT Manager

With this product, we have it easy when connecting with our customers.

Customer Success representative

HubSpot Service Hub is the best CRM service we ever used

One of the standout features of HubSpot Service Hub is its ticketing system.

I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform.

The chatbot functionality is also useful – I can customize it to suit my business needs.

Loans manager

The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online.

Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management ->

Human Resources Generalist

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively.

The ability to create distinct permission tiers is another feature I appreciate.

Business Development Specialist

The functionality of adding comments by customers is really helpful in being diligent"Feedback Surveys" really helps in getting to understand customer satisfaction and improvements in services needed.

It can be time-consuming for Hubspot data to be imported into other programs.

It's fantastic that you can add tickets and information from other parts of the site.

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform.

Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

I have encountered some emails not being delivered, which has affected my email outreach in the past.

Ticketing System

Customer Support

Chat and Chatbot

Email Management

Setup

User Interface

Team Collaboration

Pricing

Client Support

Business Growth

Large Enterprises

Small Business

Mid-size Business

HubSpot

Award-winning live chat, help desk, ticketing and call center software with AI, now UP TO 75% OFF. Start for free with a 30-day trial.

The conversational AI platform for ecommerce that drives sales and resolves support inquiries through hyper-personalized, instant customer interactions.

Queue Management

Alerts/Escalation

Automated Routing

Call Center Management

The Gorgias integration most frequently cited by reviewers is Shopify, an eCommerce product rated 4.9 out of 5 for its integration with Gorgias.

Integrations

By industry, Gorgias reviewers are most commonly professionals in retail (26%). The most frequent use case for Gorgias cited by reviewers is customer service (85% of reviewers).

Gorgias

eDesk

Tidio

Starter

Basic

Advanced

Enterprise

Head of Digital

Another recurring issue we’ve experienced is how Gorgias handles email suppression: if an internal email address happens to bounce somewhere along the chain, the system may start treating that address as invalid, and the affected employee cannot be tagged in tickets until support removes the suppression manually.

Ticket management could also be smoother, since merged tickets cannot be unmerged and sometimes the merge option doesn’t appear when needed.

Being able to tag the right people directly inside a ticket also cut down on the old cycle of forwarding emails and piecing together context from multiple places.

Their marketing and product announcements are overwhelmingly Shopify‑focused, which becomes frustrating when many promoted features turn out to be Shopify‑only despite Gorgias supporting multiple platforms.

Apart from the initial phone‑number‑porting hiccup, the system has been reliable, easy to adapt as our processes changed, and has become a central part of how we manage communication day to day.

Online Customer Experience and E-Commerce Sales Manager

It’s incredibly helpful for maintaining fast response times, organizing workflows, and keeping our support process consistent and scalable as we grow.

This has happened a handful of times over the years, and while support usually fixes it within a day, a recent incident took almost three weeks to resolve, creating real inconvenience for us.

Customer Service Expert

We use Gorgias every day as our ticketing system to answer questions and communicate with our customers.

Customer Relations

The variety of everything available to use on the platform and the training that they provide through their portal

Operations Analyst Project Manager

The platform could be great, but it is in a constant state of flux, and half the features don't work for BigCommerce sites.

Chief of Staff

Features, customer service, overall functionality, and willingness to provide not only more features, but value for money seems pretty decent.

Gorgias' pricing structure can be expensive, particularly for smaller businesses or those with fewer customer service agents.

Customer Support Manager

The automation and customer help desk can be changed and tailored to your specific needs.

Director of sales

It was hard to get notifications I only saw things when I went looking for them

Ecommerce Manager

The simple integrations to different tools and platforms as well as the simple layout and easy work

Operations Manager

Pricing can be a little high in comparison to some other platforms.

We use it every single day and rarely run into any issues.

System Admin

Can't create folders and drag and drop them in to it.

Application Specialist

Previously this was all done utilising a mailbox that we had so we have elevated our customer experience immensely.

Customer support

I give it 9/10, I am currently using this to manage my clients ecommerce shop

it was good it kept everything in one place and was easy to navigate while you are in the app

E-com Man

By the way, I reached them to benefit from referral program before creating the account.

It does seem like new updates are always an add-on.

Head of Ecommerce

It offers everything we had been using with Freshdesk but also integrates really well with Klaviyo and Shopify so we can get a much better picture of the customer.

It keeps everything in the same spot and is easy to navigate

The chat function and the autoresponder is quite bad

Growth Manager

The auto chat function is not worth the hassle of setting up

Admin

to many 3rd party plug in and to many add on

That all customer inquiries are in one location.

The system is geared specifically to Shopify.

It's a relatively straightforward platform to use - though I would say it is not as user-friendly/intuitive as one might think.

Software Engineer

They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc.

Gorgias is a very easy and well-integrated tool to gather all messages from your customers and answer them in the quickest possible time.

It is a very reliable and user-friendly platform that absolutely gets the job done!

Accounting

I also like how Gorgias provides a variety of features and integrations that can help optimize customer service operations and increase efficiency of customer engagement.

sensitive content hidden] from CS team confirmed we were in trial period.

Senior Director Sales Marketing

You may tailor the client experience you provide with Gorgias to meet your specific business requirements.

I would highly recommend this platform to any ecom. company.

Overall, I'd actually rate Gorgias 4.5 out of 5.

Gorgias is a powerful and user-friendly customer service platform that can help businesses of all sizes provide better customer service and support.

I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store.

There are some basic settings you can be change, but overall it feels very rigid and limited in terms of what you can customize and adjust to fit your specific needs.

owner

We like the ease of use and how it inegrates with shopify

Client Project Manager

Highly recommend using Gorgias, it’s been productive and effective for CX and suppor

Overall, it's a reliable system for achieving top productivity.

Dance Teacher / CS Rep

Gorgias was the first CS platform I used as a ticket agent (that mostly did emails)- the interface is super user friendly and easy to navigate.

Marketing

We like that Gorgias can integrate with most social media networks (Facebook, Instagram etc) and filter comments on posts, direct messages into Gorgias.

HubSpot Service Hub vs Gorgias Comparison (2026)

HubSpot Service Hub

Gorgias

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives