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Zoho Desk vs HubSpot Service Hub Comparison

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Overview

Category Leaders

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior...

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

14

/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

2.1K

5

4

3

2

1

1.2K

744

119

12

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.5

159

5

4

3

2

1

82

68

7

2

0

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

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

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

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
The user interface can be a bit confusing if you are an entry level user.
Lack of customization options in the lower subscription tiers.

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 review6 days ago
  • Vendor responds to reviews
  • Last review9 days ago

Key features

  • Total features158
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • 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 Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-built Templates
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Mail
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features84
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • 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 Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-built Templates
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Mail
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations99
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations188
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

JL
AvatarImg

James L.

Recreational Facilities and Services, 201-500 employees

Used daily for 1-2 years

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Expansive Knowledge Sharing Approach

Reviewed 2 years ago

Zoho Desk delivers attributes that are quality, and well captured to offer customer help desk procedures

Pros

Zoho Desk has a satisfactory knowledge hub, which increases the value for company customer coordination and communications. Zoho Desk has a digital support, where it gets interconnected with numerous customer help solutions.

Cons

Zoho Desk delivers an instant customer coordination, where substantial mechanisms such as direct live chat are well enhanced.

AR
AvatarImg

Verified reviewer

Consumer Electronics,

Used daily 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:

Zoho Desk logo

Zoho Desk

All integrated and seamless Experience

Reviewed 7 years ago

The best, my customer care and helpline is now officially always on.

Pros

The ticket board, its making the urgency in my team to get things done, the help center has all the information that my customers require and the best part is how they like the customization part. this is simply world class.

Cons

I would've really loved more integrations other than Zoho integrations. Because i use tools like HubSpot and Intercom so I would've loved to get more flexibility in that.

HK
AvatarImg

Hemendra K.

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

it took me some time to understand the set up. But now I feel tat I can move on

Reviewed 7 years ago
Pros

managing my service business an become more convenient. defining different type of service and reviews of customer helps me to enhance the service business

Cons

remainders on mobiles are not coming, for any task.SLA Created for contracts seems not be linked. Frond Desk support to our office can be helpful.

KS
AvatarImg

Kaushik S.

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

it took me some time to understand the set up. But now I feel that I can move on

Reviewed 7 years ago
Pros

managing my service business an become more convenient. defining different type of service and reviews of customer helps me to enhance the service business

Cons

remainders on mobiles are not coming, for any task.SLA Created for contracts seems not be linked. Frond Desk support to our office can be helpful.

AR
AvatarImg

Verified reviewer

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Streamlined customer service

Reviewed 6 years ago
Pros

- It helps all customer communication come to one location - It helps us monitor service level for customer service

Cons

Has been crashing quite a bit. Also the paid version per agent is more expensive given we have a few heavy users but others are light users.

GK
AvatarImg

Getinet K.

Airlines/Aviation, 10,001+ employees

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

I was able to configure SLA's, Rules, with customer classification and it was good. Ticket handling

Reviewed 7 years ago

Improve productivity

Pros

Easy to use, cloud service, easy customization, easy automation,easy customer handling and uses service desk best practices,

Cons

To be frank the software is very excellent compared to what we have been using from SAP, but price is looks expensive

AvatarImg

Caner Ö.

Computer Software, 1-10 employees

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Very very good

Reviewed 5 years ago
Pros

It contributes a lot to our business. Thanks to Zoho, we never miss a request

Cons

Everything is perfect. Thanks Zoho for trouble-free service

AR
AvatarImg

Verified reviewer

Hospitality, 1-10 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:

Zoho Desk logo

Zoho Desk

Great Product, Great Customer Service

Reviewed 6 years ago

Overall I am and have been very please with Desk. I will continue to recommend to my piers as well as continue to use because of the value of what you get for the money in no doubt worth it.

Pros

Customer Service Ease of Use Functionality

Cons

Sometimes access is slow. At times I know it is my ISP and others not.

AC
AvatarImg

Amy C.

Apparel & Fashion, 11-50 employees

Used daily for 2+ years

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Long Term User

Reviewed 2 years ago

We have used Zoho for our company's customer experience department for several years. We have all around been satisfied with our experience in the past. Most recently, we have had an issue with messages failing to send, and Zoho's customer support has, unfortunately, not been as helpful as we would have hoped with this situation.

Pros

Zoho Desk is very easy to navigate for your daily email needs.

Cons

Thoroughness and time management for Zoho's customer service team needs improvement.

SK
AvatarImg

Shoeb K.

Design, 1-10 employees

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Perfect solution for client query interactions

Reviewed 2 years ago
Pros

Having Zoho desk integrated with our web app, we were able to provide our clients with so much ease and flexibility to improve their customer experience.

Cons

Pretty much an all-rounder the service is from all perspectives.

MC
AvatarImg

Mary Cleofe P.

Retail, 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:

Zoho Desk logo

Zoho Desk

Product/ Software Review

Reviewed 2 years ago

The support desk platform is simple to use and offers a ton of useful features. Customer support is also excellent. They always answer quickly.

Pros

At its most basic level, Zoho Desk gives us the ability to quickly respond to requests from our teams. We adore having a self-service platform where users can easily check up FAQs and discover solutions to frequently asked questions.

Cons

aids in streamlining customer service operations, boosting agent output, and providing

AvatarImg
AvatarImg

Alfredo Guadalupe R.

Internet, 1-10 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:

Zoho Desk logo

Zoho Desk

Great service

Reviewed 7 years ago
Pros

Great service works fine for small and big teams, the best choice relative by price and service. I'll choose Zoho for all my teams

Cons

We don't have cons, possible cons: - Add custom domain - Add custom ssl But it's not a a problem...

AR
AvatarImg

Verified reviewer

Legal Services, self-employed

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:

Zoho Desk logo

Zoho Desk

My office manager my secretary and my bodyguard

Reviewed 2 years ago

I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it

Pros

I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend

Cons

No list with Zoho is the 99% secure and privacy service provide

ER
AvatarImg

Eduardo R.

Used daily for less than 6 months

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Very good application

Reviewed 7 years ago
Pros

I am starting now to use service desk and until now I don´t have a opinion about this software. I will test to verify the possibility to migrate my atual service desk .

Cons

I am starting now to use service desk and until now I don´t have a opinion about this software. I will test to verify the possibility to migrate my atual service desk .

MC
AvatarImg

Mauricio C.

Information Technology and Services, 1-10 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:

Zoho Desk logo

Zoho Desk

In our experience we can say that zoho is a great platform in which we can offer a better service

Reviewed 7 years ago

We can offer a better service to our clients, a fastly and easely service

Pros

The platform has a intuitive interface in which we can find easily our clients, tickets, task. Also we have observed a high availability during all this time working with zoho we never had had problems.

Cons

Actually we haven't found negative thing, we think this is a complete platform it allow modify a lot of things accord to our enterprise.

BT
AvatarImg

Brandon T.

Nonprofit Organization Management, 11-50 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Zoho Desk

Reviewed 6 years ago
Pros

Ease of use, customer service, brand modifications

Cons

Few integrations, web form not easily customized to site

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Efezino U.

Transportation/Trucking/Railroad, 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 recommend6/10

Share this review:

Zoho Desk logo

Zoho Desk

Increased Productivity

Reviewed 2 years ago

It helped us organize our interractions with our customers

Pros

Some potential pros of using Zoho Desk may include its ability to help businesses manage customer interactions and support requests, its team collaboration features, and its potential for automating certain tasks

Cons

Some potential cons of using Zoho Desk may include its cost, its potential complexity for users who are new to customer service software, and its potential limitations compared to other customer service software options.

JL
AvatarImg

James L.

Apparel & Fashion, 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 recommend7/10

Share this review:

Zoho Desk logo

Zoho Desk

Great experience

Reviewed 7 years ago

customer service

Pros

Does what we want it to do. User friendly and allows us to deliver customer service without any nonsense or over complicated systems.

Cons

Analytics could be more detailed to allow us to see a breakdown of tickets by category. Maybe we can do that, I have not found out how yet.

SG
AvatarImg

Shubha G.

E-Learning, 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 recommend5/10

Share this review:

Zoho Desk logo

Zoho Desk

Zoho Desk is Ease to use,Customer Service

Reviewed 9 months ago
Pros

Zoho Desk is Ease to use,Customer Service.

Cons

Its early to say. We are using from past 3 months

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Julio G.

Staffing and Recruiting, 51-200 employees

Used weekly for 6-12 months

Review source

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

Share this review:

Zoho Desk logo

Zoho Desk

Everything runs on Zoho Desk

Reviewed a year ago

The entire company uses Zoho Desk to manage our daily processes and report on our projects. We track our daily records with all the basic modules such as Contacts, Accounts and Transactions. We have customized most of these modules to better reflect our own internal processes, as this is easy to do in Zoho Desk. The built-in reporting features allow us to easily customize reports the way we want, giving us excellent business insights.

Pros

The reporting feature is very good. Similarly, the ability to create custom "views" in our module log gave us greater insight into key data stored in Zoho Desk. Integration with other Zoho applications is critical for us, and Zoho Desk acts as a hub for project tracking, communication and task tracking for our team. Most, if not all other Zoho applications are natively integrated with Zoho Desk. Zoho...

Cons

Honestly, I can't say anything negative about Zoho Desk. One last thing to add is that Zoho Desk has so many features that it is difficult to configure each one to optimize our team's success. It is important to use the features that best reflect our company's internal processes. Integrate with Zoho Social or other social networking tools. This may be due to my lack of effort to make better use of this existing functionality. I would say some UI improvements, although this feature works with the upcoming canvas generator.

RT
AvatarImg

Regina T.

Information Technology and Services, 1-10 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:

Zoho Desk logo

Zoho Desk

I've been a long time user of Zoho Desk and I must say how user friendly and reliable it has been.

Reviewed 6 years ago
Pros

I can get notifications for service request on my mobile devices. I can manage service request outside of the office. I can assign calls on the fly.

Cons

I have none so far, but to satisfy the review requirements, I will say I wish I had access to video tutorials.

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Julio Cesar L.

Internet, 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 recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Great Product with a really nice price

Reviewed 7 years ago

It's feature rich, there are so many options that make Zoho Desk a complete service. It's a good surprise to see a new service offering so many features. The interface is sometimes confuse. But this is not a real con, I think that a little redesign will put Zoho Desk on top of his competitors in terms of design.

Pros

It's feature rich, there are so many options that make Zoho Desk a complete service. It's a good surprise to see a new service offering so many features.

Cons

The interface is sometimes confuse. But this is not a real con, I think that a little redesign will put Zoho Desk on top of his competitors in terms of design.

RS
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Robert S.

Internet, 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 recommend7/10

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Zoho Desk

The new zoho desk brings together all the benefits that enables a fully functional service desk!

Reviewed 7 years ago

IT service management experience.

Pros

Automation, customization - brings a lot of features such as modules, templates, fields customization and the option of mapping dependencies whici is a great plus, customer portal is good also.

Cons

Still needs work on import/export and migration from other IT support/crm tools. There have been reported some issues with imports from other tools.

HY
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Hao Y.

Used daily for less than 6 months

Review source

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

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Zoho Desk

Great tool for customer service, easy to use

Reviewed 7 years ago

customer service made easy

Pros

I have been using Zoho for half a year, it's Help desk has got almost everything we need to handle customer service. It is easy to use and highly customised.

Cons

sometime i find its not easy to arrange my articles / sections in help center. but it doesn't effect user experience.

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José Z.

Financial Services, 1,001-5,000 employees

Used monthly for 1-2 years

Review source

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

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Zoho Desk

Téléphonie assurée

Reviewed 8 months ago

En réalité la téléphonie marche bien avec ce logiciel

Pros

Le logiciel sert beaucoup plus à l'efficacité du service client

Cons

Les offres coûtent chers et consomment d'unité

Showing original review in French. See translation

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Laura H.

Hospital & Health Care, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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

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HubSpot Service Hub

Great software for tracking sales and tickets

Reviewed 10 months ago

HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work.

Pros

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Cons

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

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Josh A.

Information Technology and Services, 11-50 employees

Used weekly for 6-12 months

Review source

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

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HubSpot Service Hub

Hubspot Service Hub

Reviewed 5 years ago

Overall, Service Hub has been a pleasantly surprising experience.

Pros

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Cons

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

JT
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Julia T.

Law Practice, 201-500 employees

Used daily for 1-2 years

Review source

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

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HubSpot Service Hub

HubSpot Service Hub

Reviewed 5 years ago

The service hub allows you to focus on areas that require your expertise, while allowing you to use HubSpot to organize your marketing goals and strategies. They make it so much easier to meet client expectations and stay on top of marketing trends.

Pros

HubSpot is a user-friendly application that is easy to navigate and with a platform intuitive for users. The service hub makes it a simpler process to connect with clients and follow up ticket tracking. There are three parts to the hub: client feedback, tickets for a help desk experience, and knowledge base to provide resources for clients.

Cons

It's available only through the upgrade to service professional and not currently available through our Enterprise subscription.

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Nicole J.

Management Consulting, 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 recommend6/10

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HubSpot Service Hub

Limited functionality

Reviewed 3 years ago

We have limited use for the service hub. It doesn't integrate easily into our workflow - we're just 2 entrepreneurs and there are many blocks during the day when we can't drop everything to respond to a chat. The software would work better for a dedicated service desk employee or team. However, we are happy to have the chat bot available on our website and Facebook messenger connected.

Pros

We added the chatbot into our website easily. We were up and running in minutes.

Cons

There's a couple minor things, but they add up. First, the Facebook Messenger integration broke, and every time I hit the "reconnect" button there would be an error. This problem seems to have fixed itself somehow and is now working again. Second, we are 2 entrepreneurs on the go and the chat bot has limited flexibility. For example we cannot reassign the chat to each other, nor can we use a round robin meeting for the "meet with me" feature.

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Jon U.

Computer Software, 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

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HubSpot Service Hub

Is great to have it all together in one place

Reviewed 5 years ago

It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients.

Pros

The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Cons

As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

RH
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Rachel H.

Computer Software, 51-200 employees

Used weekly for less than 6 months

Review source

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

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HubSpot Service Hub

Good Overall, Can be Overwhelming/Cluttered, Still Improving

Reviewed 5 years ago

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Pros

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base...

Cons

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge...