--- title: "HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is HubSpot Service Hub the right Customer Service solution for you? Explore 190 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://bx-capterra-jskei0oik-g2dm.vercel.app/p/182476/HubSpot-Service-Hub/reviews/" page_type: "reviews" language: "en" --- HubSpot Service Hub 4.4 (190) [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 July 21st, 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 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 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 HubSpot Service Hub, we are enabling powerful alignment amongst our various teams.“ 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 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 Jl Jill l HR ManagerConstruction, 51 - 200 employeesUsed the software for: I used a free trial. “I do not like the 12-month plan and limited free access.“ October 15, 2025 ## Showing most helpful reviews Showing 1-25 of 190 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 MK Mehakpreet K. Hr executive E-Learning Used the software for: I used a free trial ### "Happy customer " May 22, 2025 4.0 I particularly enjoyed using service hub and it was easy to demonstrate as well by the time i learned new features by myself which i loved the most. Pros It really helped me manage the customer data more effectively which sometimes can be left under looked by manual interference. Cons I particularly didn’t feel any problem using hub-spot since our operations were single platform based but if u looking for diversity it may charge you extra. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Manual excel required alot of time and surveillance which made difficult to concentrate on other things 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 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 NB Nabil B. Director Marketing and Advertising Used the software for: 2+ years ### "Clean UI and easy to use support management" December 14, 2024 5.0 Great tool with plenty of customizations available - have been using it for support tickets for several years now Pros Fits in incredibly well with the rest of the HubSpot tech stack (which we also use). Lots of customizability to fit our business' support requirements. Chose between Zendesk, this gave us more features (e.g. unlimited web-to-ticket forms - which Zendesk said they did, but then said no after we'd signed up). Cons Not much to dislike, if you're part of the HubSpot ecosystem, this will be easy to use for you! Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub We were told Zendesk could provide embedded contact > ticket forms, but upon trialling, we were not abe to and HubSpot was the clear choice. 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 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 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 SC Sean C. Marketer Marketing and Advertising Used the software for: 1-2 years ### "It's a marketing hub" November 17, 2025 4.0 I've been using HubSpot on and off for a decade. At first, I used the free tools (not sure what the free plan includes today), and then paid for the premium for a while. It's a good place to understand and manage marketing flows. Pros The automations are getting better every year, and the CRM is intuitive. Plus, it's a good place to learn more about marketing and customer interactions. Cons It's complicated, sometimes clunky (need to check for errors), and the advanced plans are expensive for a small business. Review Source JL Jill L. HR Manager Construction Used the software for: I used a free trial ### "High price" October 15, 2025 4.0 I like the ease of the use of the chat. However, I do not like the price and will not continue with it. Pros Love that it is an all-in-one platform for sales and customer service. Easy to use. The academy is nice feature to have to look up and learn new things. Cons I do not like the 12-month plan and limited free access. The price is very high compared to other chats. 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 MS Mandi S. IT Support Manager Information Technology and Services Used the software for: Less than 6 months ### "Service Hub needs to be further developed" October 22, 2019 4.0 Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers. Pros I like the built in reports and default properties that minimized set up time. Cons I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub For the complex automation and integrations we wanted Hubspot was the best choice. 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 SN Samuel N. Marketing Manager Broadcast Media Used the software for: 2+ years ### "Giving you a Unified View Of all your Customers at a go" December 17, 2024 5.0 Pros The way it helps provide excellent support and build strong customer relationships. The fact it has a strong data centralization allowing everyone access the same information hence efficient customer support. Cons My experience has been incredible, i didn't find any challenges. Review Source RR Rene R. Creative Director Arts and Crafts Used the software for: Less than 6 months ### "Great tool for client relations management" January 23, 2025 5.0 It was a great experience and i will continue to use it as the need arises. Pros The wide range of capabilities that this software has is great for automating repetitive and time consuming Q and A sessions with clients. Being able to establish a knowledge base for your clients and your team, is my personal favorite. Cons Initial setup is difficult and may require assistance for those not familiar wit similar tools. Review Source CM Cristian M. IT Manager Information Technology and Services Used the software for: 1-2 years ### "A Great Customer Service Solution For Business " October 11, 2024 4.0 Pros With this product, we have it easy when connecting with our customers. It makes it easy for customer find service service materials and this saves time. The good relationship with our customers is good for our business. Cons All features of HubSpot Service Hub are helpful. No issues at all. Review Source LB Laura B. Student Hospital & Health Care Used the software for: Less than 6 months ### "Active Hubspot user for client knowledge base" August 1, 2023 4.0 Pros I like that it is customizable for your needs. For me, i like to organize my clients based on industry and hubspot makes that easy. Cons The only con I can think of for Hubspot would be that the tasks can be hard to find if you don’t know where to look since they aren’t searchable. 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 VR Verified Reviewer Director of Marketing Operations Information Technology and Services Used the software for: 2+ years ### "Easy to use Live Chat System" October 31, 2023 4.0 Pros \- easy to set up - easy to use - easy to implement - easy to edit / add users Cons the only con is that it would be great to enable a form before connecting the user to a sales rep Review Source LB Lisa B. Operations Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "HubSpot REview" August 6, 2024 5.0 was a great experience and I would like to know more Pros I was only a user with this software but it was easy to use. Cons I did not ever get to be an admin with this 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. 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