--- title: "HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is HubSpot Service Hub the right Customer Service solution for you? Explore 193 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-22" --- HubSpot Service Hub 4.4 (193) [View alternatives](https://www.capterra.com/p/182476/HubSpot-Service-Hub/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 22nd, 2026 # Reviews of HubSpot Service Hub Ease of use 4.4 Customer Service 4.5 ## Pros and Cons in Reviews LD Liliana D Closing assistantRanching, 11 - 50 employeesUsed the software for: Less than 6 months. “We use hubspot in the company I work for, it has been great to track sales and chat with the team on where we are at for that certain deal.“ May 7, 2026 DC Daniel C Automation EngineerHealth, Wellness and Fitness, 51 - 200 employeesUsed the software for: More than 2 years. “Also I find the idea that you "can't" create an infinite loop of comms with its own stopping condition a little insulting, given you can craft the same thing using work arounds“ May 18, 2026 TC Torlock C Head of marketing and developmentComputer & Network Security, 2 - 10 employeesUsed the software for: 1-2 years. “Hubspot has great off the shelf, free integrations with host of services I.e. WordPress, WooCommerce, Magenta, Shopify and many more.“ December 30, 2024 SC Sean C MarketerMarketing and Advertising, 2 - 10 employeesUsed the software for: 1-2 years. “It's complicated, sometimes clunky (need to check for errors), and the advanced plans are expensive for a small business.“ November 17, 2025 Mai M Managing DirectorHospitality, 11 - 50 employeesUsed the software for: 6-12 months. “With Service Hub, we are easily identifying opportunities to upsell or cross-sell, which is super important for us to drive sales and scale!“ March 26, 2026 BL Bo L VP of Customer SuccessComputer Software, 51 - 200 employeesUsed the software for: 1-2 years. “Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities.“ November 26, 2024 LD Liliana D Closing assistantRanching, 11 - 50 employeesUsed the software for: Less than 6 months. “Everything gets saved automatically plus you can add AI summaries“ May 7, 2026 EB Elizabeth B customer service supervisorMedical Devices, 11 - 50 employeesUsed the software for: 1-2 years. “Overall I didn't care for it from the start it has a messy like home station and has too much going on.“ April 23, 2025 ## Showing most helpful reviews Showing 1-25 of 193 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Mai M. Managing Director Hospitality Used the software for: 6-12 months ### "Stellar Service with HubSpot" March 26, 2026 5.0 With HubSpot Service Hub, we are enabling powerful alignment amongst our various teams. We're providing confidence and context to our sales and marketing teams, in ways that support our communication with all clients in various markets. Pros Our team uses HubSpot daily so it's critical that we maximize all its services. With Service Hub, we are easily identifying opportunities to upsell or cross-sell, which is super important for us to drive sales and scale! Cons We continue to find HubSpot and all of its various services super user friendly and super helpful to our overall goal of growth and scaling. Review Source DC Daniel C. Automation Engineer Health, Wellness and Fitness Used the software for: 2+ years ### "Extremely adaptable, powerful CRM software" May 18, 2026 5.0 Brilliant - adaptable, scalable automation platform for customer management, marketing and general business organisation and reporting. Pros The flexibility of automations - as a low code environment its actually super capable. Its ability to sandbox testing work and now finally to bring this through to prod is engineering practice applied to CRM. Their API is also well documented and powerful. Cons There are a few hubspot specific quirks to their api - like referring to users by ID only, and then having to map these locally when scripting. Also I find the idea that you "can't" create an infinite loop of comms with its own stopping condition a little insulting, given you can craft the same thing using work arounds Review Source ND Nigel D. cco Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Outstanding Customer Service Platform That Improves Efficiency and Customer Experience" September 17, 2026 5.0 My overall experience with HubSpot Service Hub has been very positive. The platform has helped improve efficiency, track customer interactions more effectively, and streamline support processes. Its ease of use allows team members to become productive quickly, while the automation and reporting tools help management monitor performance and identify opportunities for improvement. The system is reliable, scalable, and well suited for organizations seeking to enhance customer service delivery and provide a better customer experience. Pros HubSpot Service Hub provides an intuitive and user-friendly platform that makes it easy to manage customer interactions, support tickets, and communications in one centralized location. The ticket management system is well organized, automation features reduce manual work, and the reporting tools provide valuable insights into service performance. The integration with other HubSpot products creates a seamless workflow across customer service, sales, and marketing teams. Customer support resources and training materials are also comprehensive and easy to access. Cons Some advanced features and customizations can become costly as your organization grows. Reporting capabilities are strong, but certain specialized reports may require additional configuration. There can also be a learning curve when implementing more complex automations or workflows. Review Source EB Elizabeth B. customer service supervisor Medical Devices Used the software for: 1-2 years ### "Don't waste your time. " April 23, 2025 1.0 Overall I didn't care for it from the start it has a messy like home station and has too much going on. Pros Nothing! it was not user friendly at all. Cons It was hard to update specific things like times you are online or basic time settings. Messy main home page. Review Source EA Estrella A. Software Engineer Computer Software Used the software for: 2+ years ### "HubSpot Service Hub: Great for Onboarding, Pricey for Light Users" July 28, 2026 4.0 Over 2 years, it’s been a solid hub for client onboarding slides, task management, and tracking overall customer health. While support and chat workflows can lag, it offers good value for money by aligning client data in one platform. Pros It centralizes our onboarding playbooks, slide decks, and client tracking in one place. Having our ticket management and customer data connected directly to our CRM makes handoffs smooth and gives us a clear view of task progress. Cons The pricing feels high for lightweight internal users. The live chat setup and customer support ticket resolutions can be slow, while navigating security permissions and workspace settings feels unnecessarily complex for quick check-ins. Review Source VR Verified Reviewer Marketing Manager and Business Development Marketing and Advertising Used the software for: 1-2 years ### "A solid tool for a small team that takes customer service seriously" April 28, 2026 4.0 We got good use out of HubSpot Service Hub. For us, using the ticketing pipelines almost every morning made up for the limitations. Pros What I particularly liked was being able to see deeper insights on the user behind the ticket, those small details can make a real difference when you're genuinely focused on delivering great customer service. Knowing a little more about who you're helping changes how you respond, and that's something we valued a lot as a small team. Cons We were on the Starter Plan, and ticketing was pretty much the only task that we could do in regards of customer service. We never used the Chatflows. For the monthly price we were paying, it felt pretty limiting. Review Source Ebose I. Manager Logistics and Supply Chain Used the software for: 2+ years ### "A reliable tool that keeps my customer support organized”" September 30, 2025 4.0 Overall, my experience has been very positive. HubSpot Service Hub helps me stay organized and respond to customers faster. I no longer have to switch between multiple tools, and having all customer data (emails, chats, tickets) in one dashboard makes my work much easier. Even though it can be expensive as the team grows, the value and efficiency it brings make it worth it. Pros I like how everything is in one place. The ticket management and tracking system make it easy to see who is handling each issue and how fast problems are solved. I also find the live chat very useful because it connects directly with the CRM, so I never lose customer conversations. Cons The main issue for me is the cost. As soon as you add more users or need advanced features, the price goes up quickly. Also, some of the reporting tools are a bit complicated at first, so new users may feel overwhelmed. Review Source LD Liliana D. Closing assistant Ranching Used the software for: Less than 6 months ### "Get clear and professional view of sales tracks" May 7, 2026 5.0 Overall the experience has been great I use it daily our marketing team uses it to support our sales deal cards and so far has been working great. Pros We use hubspot in the company I work for, it has been great to track sales and chat with the team on where we are at for that certain deal. Everything gets saved automatically plus you can add AI summaries Cons I wish the app would be more client friendly you dont get all the tabs as you would on a desktop but still usable you just have to scroll and find things rather than it being in a desktop view Review Source KC Kaycee C. Senior marketing executive Leisure, Travel & Tourism Used the software for: 6-12 months ### "Great tool for a small company" September 8, 2026 5.0 Pros It’s a good live chat function that integrates with the hubspot marketing tool. Can easily assign tasks to teammates without extra communication needed. Cons You need to learn how to use it as it’s not a no brainer tool but it’s okay to take time to learn from the online help platform from hubspot. Review Source Heather T. owner and operator Facilities Services Used the software for: Less than 6 months ### "One of the best chat features" April 1, 2025 5.0 My experience with HubSpot Service Hub has been positive. The platform is designed with user-friendliness in mind, offering intuitive tools that simplify communication and customer relationships Everything works seamlessly, making it a pleasure to use. It's evident that HubSpot prioritizes creating a smooth and efficient experience for its users. Pros I absolutely love the live chat feature—it’s easy to set up, and my team found it incredibly efficient for real-time customer support. Cons While HubSpot Service Hub is packed with features, the pricing can be steep, especially for small businesses. Review Source RH Rachel H. Customer Success Advisor Computer Software Used the software for: Less than 6 months ### "Good Overall, Can be Overwhelming/Cluttered, Still Improving" December 3, 2019 4.0 We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub. Pros The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. 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. Cons The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team). Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) We wanted to have all customer interaction and the buyer journey appear in one central place and have more CRM functionality integrated with our support desk. Review Source JR Joshua R. Director of WIX Marketing and Advertising Used the software for: 6-12 months ### "A great way to manage support tickets!" July 15, 2021 5.0 Overall, once we got past set up, it has really streamlined our support processes! Would recommend. Pros I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc. Cons Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub Hubspot seemed more powerful and trusted. Switched from [monday AI Work Platform](https://www.capterra.com/p/147657/monday-com/) We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful. Review Source MT Megan T. Office Manager Construction Used the software for: Less than 6 months ### "Good if you use a lot of lead sources" April 9, 2025 5.0 Pros We like how it combines all of our lead sources into one place. We use a lot and they get difficult to keep track of so this alleviates that mess. We also like the copilot feature. Cons I find the interface to be a bit messy but that's my personal preference. Review Source IV Ismael V. Sales Health, Wellness and Fitness Used the software for: Less than 6 months ### "Amazing tool for Contacts to keep everything updated" May 6, 2025 5.0 Pros I really like that you can set up meetings and it will send reminders to the people. Cons I think it can have a better look. It looks like its not updated. Review Source TC Torlock C. Head of marketing and development Computer & Network Security Used the software for: 1-2 years ### "Great CRM for growing and enterprise companies " December 30, 2024 4.0 Overall I'm very happy with the quality and depth of services as well as customer service Pros Hubspot has great off the shelf, free integrations with host of services I.e. WordPress, WooCommerce, Magenta, Shopify and many more. In addition it has a great community both on and off thr platform as well as a well documented API with examples for many OOP languages. It's popularity had also spawned uncountable opensource projects on GitHub if you need customisation to integrate for something unconventional. Cons Pricing and pricing plan features could be more accommodating for smaller businesses Review Source NS Nailah S. Homemaker Consumer Goods Used the software for: I used a free trial ### "Their service is too good?" December 31, 2024 5.0 Was researching on different types of services to use for a project and only wanted information on a specific thing. I got that information but was later reached out to upgrade to a larger service I wasn't looking into. Pros The service was prompt in reaching outcand figuring out what needed Cons They were slightly fast with the type of services i wasnt in tge narjet for at the time Review Source KG Kreasan G. Jnr HR Business Partner Construction Used the software for: 2+ years ### "Amazing features with realistic functionalities." December 30, 2023 5.0 Ideal solution to creating and converting more leads. Commendable results and looking forward to more achievements. Pros Giving customers the best treatment takes the best part of the journey. The dashboard is flexible to changes and easy to manage. HubSpot Service Hub has a free sign up plan which is key to ensuring an informed decision. Through live chat, we have realized a commendable rise in customers since the tool helps in converting leads to clients. Best there is. Cons No cons at all. Their services are great and it is free which is absolutely amazing. Review Source CB Consie B. Business Development Executive and Sales Coordinator Building Materials Used the software for: 2+ years ### "Ticketing" April 28, 2020 5.0 Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this. Pros I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team. Cons Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast. Reason for choosing HubSpot Service Hub We chose HubSpot over against this as it was transparent and it had the ability to track everything, whilst integrate other systems and platforms such as outlook 365 and Epcior. We havent linked up with Epicor yet as we are not sure what this would lead to or if it would be worth it. But the integration was a big thing a long with the accountability of each team players responsibility. Review Source Vie B. Customer Service Specialist Logistics and Supply Chain Used the software for: 1-2 years ### "HubSpot for Customer Success" September 13, 2022 5.0 its a wonderil tool to use as a large enterprise or a small startup Pros Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales Cons a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing Switched from [Basecamp](https://www.capterra.com/p/56808/Basecamp/) more feauture and functionalities Review Source Jon U. Head of Customer Success Computer Software Used the software for: 6-12 months ### "Is great to have it all together in one place" November 13, 2019 4.0 It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients. Pros The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare. Cons As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window. Review Source Rebekah L. Director of Customer Success Computer Software Used the software for: 2+ years ### "Great tool for tracking our customers and making sure we are staying on track" February 9, 2022 5.0 Our customers love being able to use the chat and have a knowledge base where they can search for how to resolve taks. Pros Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have. Cons Nothing at this time. Works great and as intended. Review Source CE Chris E. Owner Consumer Services Used the software for: 1-2 years ### "Great solution for handling customer service tickets" November 18, 2022 5.0 It has been a great experience and has worked really well with out team processes. Pros We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface. Cons It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Help Scout was not meeting our needs. Review Source SL Sam L. Lead Technical Trainer Computer Software Used the software for: Less than 6 months ### "Great upgrade but key elements still missing" November 13, 2019 4.0 The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really Pros I'm using the BETA version of the Hubspot Knowledge Base solution. • The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good. • It is very easy to use. • In spite of being in BETA, I haven't really come across any bugs or other issues. Cons The Hubspot Knowledge Base is still missing some critical elements: • The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs. • The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own. • The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.) • There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice. • Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion. Reason for choosing HubSpot Service Hub This KB was included with the other Hubspot services we have purchased. Review Source MC Maxwell C. Head of Education Legal Services Used the software for: 1-2 years ### "HubSpot's Knowledge Base Prioritizes Ease of Use" November 12, 2019 4.0 HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance. Pros As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information. Cons The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags. Review Source IS Ilir S. Growth Hacker Information Technology and Services Used the software for: 6-12 months ### "Hubspot Service: Work in progress but getting there" November 12, 2019 4.0 Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot. Pros \- Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved. Cons Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.