Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. Learn more.
Capterra carefully verified over 2 million reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more.
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more.
Customer support departments, marketing teams, sales teams, content creators, and operations teams.
We are an industry agnostic product. Some of the industries we serve include: Education Information Technology Banking Health care NGO TeleCommunication Enterprises Hospitality Food & Beverages
Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically.
There have been a few times when I have lost my work due to screens closing.
The "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.
Fine-tune editing of text, images and page layout are sometimes required, yet there's no way to implement that level of editing due to a complete lack of css / html editor for Knowledge Base articles.
The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer.
There are not a lot of things that I disliked. The one thing that comes to mind is that the knowledge base set-up didn't transfer really wel when adding articles.
I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.
A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered).
Highly stable and great escalation platform and the customer contacts list management and file sharing is very effective through Faveo Helpdesk capabilities.
We have run into problems that are hard to troubleshoot.
All of the build in features are very good to use, the most amazing feature is the Email notification, its really easy to monitor.
The installation process was difficult and costly.
Highly stable and easy customer support solution and the quality of its communication and routine management and the access control functions are very responsive and easy to create reports.
The forms building process is quite complicated as the main fields are driven from the default form and this is quite confusing.
We switched over from Spiceworks to Faveo for our small MSP here in the US, and the team was instrumental in helping us to ensure that the tickets were successfully migrated - all 47,000 of them.
Some options used in admin panel are confusing.
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.
Prioritize real-user-identified key features according to your needs to find your best fit.
HubSpot Service Hub
Top FeaturesFaveo Helpdesk
Faveo Helpdesk
Talk with a software expert for free. Get a list of software that’s great for you in less than 15 minutes.
Products similar to those you're currently comparing: