Freshdesk vs. HubSpot Service Hub

Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.

Incentivized

I'd recommend HubSpot Service Hub for sure. When switching from a different platform to HubSpot Service Hub orgs and admins can count with a vast number of trainings in HubSpot Academy and most of them are free. This means users will find the resources they need without needing to reach for their superiors for training sessions or guidance.

Incentivized

• Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
• Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
• There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.

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.

Incentivized

• Data Security.
• SLA Policies where it is not customer / contract driven but agents / groups driven.
• Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
• Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
• Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.

Incentivized

• The app is a bit confusing and does not seem to have all of the features that the online browser does
• A bit expensive. I do think it is worth it because of the simpleness but it is a very pricy software
• Sometimes when you reach out to HubSpot Service Hub support, they send you a link to public articles instead of helping. But sometimes they do jump in and look

Incentivized

My company that used Freshdesk was acquired by another company that uses Salesforce, so our only reason to keep Freshdesk would be records, but migrating the tickets, notes, and company details from Freshdesk to Salesforce was straightforward enough. Had the acquisition not occurred, we would have renewed Freshdesk because the cost of switching would've been too great in terms of price, time, and sunk cost (our Freshdesk customizations would not port over well).

Incentivized

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!

Incentivized

although it has room for improvements, this is still a very robust service hub for any type of software. An internal comment I often heard was, that if we were to make this as good as for example zendesk, it shouldn't have to feel like we must have external systems integrated to the HubSpot Service Hub (in zendesk, most things happen within the same system). I suppose this is more a matter of preference, because just like all other hubs, we see way more benefits of allowing our service working in the same way as the other departments (which won't happen if you have an external service system).

Incentivized

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.

Incentivized

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.

Incentivized

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.

Incentivized

Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.

Incentivized

Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.

Incentivized

Most important, Freshdesk is a user- friendly platform which directly supports interfaces and navigates user to start. Helps to provide multiple and complex documentation and troubleshooting. It provides build templates for different workflows and processes also refuces effort and time to implement and perform corporate tasks and complete the execution.

Incentivized

I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.

Incentivized

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.

Incentivized

My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.

Incentivized

• Increased response times - Client Success maintains at 98% SLA for resolution
• Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
• Standardization of internal procedures via templates, canned responses and automations

Incentivized

• Survey results allow is to determine a conference's success, regardless of registration numbers.
• The comments within the survey and the ease of aggregating those comments allow us to make changes based on the themes of the responses.
• There are other aspects of the tool that we will begin to use soon that we will be able to speak about in future reviews.

Incentivized