HubSpot Service Hub vs OTRS: Which is a better fit?

Brooke: Hi, my name is Brooke. I'm the Director of Customer Success, and I would give HubSpot Service Hub a four star rating. For more ratings, you can look at the link below. Before HubSpot Service, I was working with Freshdesk and while their system was actually pretty good, it was not connected to our CRM and to marketing and sales efforts. And what's amazing about HubSpot Service is I'm able to look at tickets and what's coming in to our support and service area and connect it back to the different contacts that are associated with deals in the sales pipeline and marketing sequences that are going on. I chose HubSpot Service for a few reasons. One is that it's connected to our larger CRM, which is associated with HubSpot, so everything is connected to the marketing and sales channels, which is really helpful when collaborating with different teams. As the Director of Customer Success, it's really important for me to keep track of all of our tickets and be able to categorize them between our current customers, our potential customers, and people who are just trying out the system. And also it's just a super easy and intuitive platform that makes it really helpful to quickly go through all the tickets, create knowledge base articles, and do so many things that are so crucial as someone working on the support CS side. Getting started with HubSpot Service was actually super easy. The only hard part that needed to be done was importing previous tickets into the HubSpot system. That took just a few hours of work overall, otherwise everything else was super easy. Creating all the new articles for the knowledge base is also super simple because they help you import what you have from our previous platform as well. So HubSpot is really big on making sure your onboarding process is quite seamless and it has made for our start with them for the past few months super helpful. Something that we recommend for teams that are considering HubSpot service is to understand on what other components in your company are being used. So for example, if the sales team is working with a completely different platform or the marketing team is working with something else, you need to see if all of those different elements can be integrated within HubSpot itself, because what's amazing about HubSpot is having all those different elements interconnect, make your job for yourself, for your team, for your colleagues on another team, so much easier, and you can work seamlessly and understand how everything is working together. Our issue with our previous platform was that it wasn't connected to our CRM, and now with HubSpot Service, it makes things way easier.