HubSpot Service Hub

Score8.4 out of 10

52 Reviews and Ratings

Top Performing Features

+7%

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

Cat avg: 8.6

+11%

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Cat avg: 8.2

+9%

External knowledge base

Customers can self-service by searching through help articles.

Cat avg: 8

-7%

Ticket creation and submission

Users and agents can easily enter new support requests.

Cat avg: 9.1

Worst Performing Features

-13%

IVR

Includes an interactive voice response system for routing callers to the correct agent or information.

Cat avg: 8.1

-9%

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Cat avg: 8

-13%

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Cat avg: 8.6

HubSpot Service Hub Features from Reviews

7.9-5%

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8

8.5+5%

External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1

8.1-3%

Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.1
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6

HubSpot Service Hub Features from the Vendor

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Ticket creation and submission
Users and agents can easily enter new support requests.
Ticket response
Agents can easily follow up with customers.
Automated responses
Common requests can automatically trigger a standard response.

External knowledge base
Customers can self-service by searching through help articles.
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Surveys/polls
Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Live help chat
Live chat allows customers to get help via instant messaging within a software product or on a company website.

Contact Management
Team Email
Reporting Dashboard
Conversation Routing
Multiple Ticket Pipelines
Multiple Currencies
Calling SDK
Logged-in Visitor ID
1:1 Video Creation
Goals
Playbooks
Single Sign-On
User Roles
Team Management