Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
HubSpot Service Hub
Score8.4 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$15
per month per seat
Pricing
Freshdesk
HubSpot Service Hub
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
Service Hub Starter
$15
per month per seat
Professional
$100
per month per seat
Enterprise
$150
per month per seat
Enterprise
Starting at $1,200
per month
Offerings
Pricing Offerings
Freshdesk
HubSpot Service Hub
Free Trial
Yes
No
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
A discount is offered for annual billing.
More Pricing Information
Community Pulse
Freshdesk
HubSpot Service Hub
Considered Both Products
Freshworks Inc
Verified User
Chose Freshdesk
We initially used HubSpot Service Hub but found it extremely lacking and only appropriate for small businesses. Freshdesk was able to help us manage our tickets prioritization and execute automation that addressed redundant tasks.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Salesforce Service Cloud required a longer deployment time for us. It also required adding different modules to achieve the same level of integration between channels and tools. HubSpot Service Hub allowed us to do something similar to what we currently have in Freshdesk, with …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
We felt that Freshdesk offered better value in terms of pricing and offered a matching feature set. It was also highly recommended by a member of a team that had used Freshdesk in their previous organisation. Lastly the fact that it could integrate into Hubspot (that we use as …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshdesk
It is easier to start with, but less robust overall. Freshdesk has a better free tier, and had some advanced customization capabilities. Zendesk is easier to get to an advanced level with, has more and better integrations, and has a better data tool. HubSpot is comparable to …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Over our time using Freshdesk we have tried to always keep up-to-date with other options within the sector but we've never found anything that has made us consider changing the system. Aside from features and costs we've always felt valued and supported as a customer so there …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Lead Product Engineer in Engineering at Fasal - Grow More, Grow Better™ (Computer Software, 51-200 employees)
Chose Freshdesk
The other products in this genre has also amazing offerings and their quality is great, though we have chosen Freshdesk because of the following differentiators -
Excellent onboarding, Ease of learning and Very intuitive UX
Module-wise pricing and integrations between different …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshdesk
One of the main reasons we went with Freshdesk was the search. Some other ticketing systems have horrible search functions that make it very difficult to surface the communications you're looking for. It's also meant to be a ticketing system first, and some others we've seen …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Account Relationship Specialist in Marketing at The Post and Courier (Marketing & Advertising, 51-200 employees)
Chose Freshdesk
We're actually already using other systems to make up for the lack of things that Freshdesk can do. However, Freshdesk is easy to learn and easy to use. With everything going more digital, we need software that can keep up. Freshdesk is still a good project management tool. We …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
HubSpot
Verified User
Chose HubSpot Service Hub
Freshdesk is a significant upgrade over email-based service. HubSpot is a simple and quick way to collect user reviews and provide customer service.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose HubSpot Service Hub
Hubspot Automations are very powerful has it provides a drag-and-drop interface to create journeys on doing automation. It integrates seamlessly with the Hubspot CRM and the integration is much deeper and powerful
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose HubSpot Service Hub
For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I'd give it a 9 or 10 for the survey functionality because that is what we use regularly. I left it at an eight because we don't yet have experience with some of the other functionalities within the ServiceHub. Based on our demos, the ticketing system and the ChatBot are great, and we look forward to adding them soon.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
HubSpot [Service Hub] had many integrations we needed to connect to our CRM, and the cost was just right from them VS the others. We had to look at all the features, and HubSpot CRM just had way more than the others and more bang for your buck. So the Service Hub was just a bonus with their CRM tools.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Very professional, they would always ask for the steps followed and where we went wrong, they would politely share the video recording to review in case any other team member faces the same issue
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Easy to keep track of leads and track their journey into becoming a customer. For example, we can tell which leads open what emails and target people differently to help increase sales.
Even though HubSpot Service Hub is very expensive, I do think it is worth the price because we can keep track of all leads/ customers very easy, track the customer journey, rework emails with AI, etc.
HubSpot Service Hub also has reporting so you can track everything which helps to improve our sales
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
