# Page 2 | HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is HubSpot Service Hub the right Help Desk solution for you? Explore 189 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews --- HubSpot Service Hub 4.4 (189) 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 February 16th, 2026 # Page 2 - Reviews of HubSpot Service Hub ## Showing most helpful reviews Showing 26-50 of 189 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 KS Katharina S. Account Executive Computer Software Used the software for: 1-2 years ### "Gute Wahl!" October 11, 2025 5.0 Pros Übersichtlichkeit, einfache Anwendung, Automatisierungsmöglichkeiten, einfache team-übergreifende Arbeit Cons Aktuell empfinde ich es als etwas störend, dass sich die Oberfläche verändert hat, es dauert nun eine Weile, alles wieder zu finden Review Source JFD John Floyd D. Guidance Facilitator Education Management Used the software for: 1-2 years ### "Experience in using HubSpot Service Hub" March 28, 2025 4.0 Pros What I like the most in using HubSpot Service Hub is the help desk and ticketing, and SLA Management features. Cons There are times that when I received notifications, it will covered up the latest. 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 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 LR Lyn R. Enrollment Growth Health, Wellness and Fitness Used the software for: 2+ years ### "Convenient for employees" March 31, 2025 5.0 Pros All my employee programs are in one convenient spot and are easy to get to. Cons Sometimes it can be hard to find things since there is a lot on there 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 EB Erinn B. Client Service Specialist II Accounting Used the software for: 1-2 years ### "HubSpot is great overall!! " September 16, 2024 5.0 My overall experience with HubSpot is that it is a great way to have all client communication details in one spot. Along with marketing emails and sales as well as service tools all in once place and the CRM software is free Pros What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name. It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications. It makes it easy to see what has already been talked about, etc.. Cons My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up. 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 VR Verified Reviewer VP of Customer Success Computer Software Used the software for: 1-2 years ### "Bundled support platform that's lagging behind competitors" November 26, 2024 3.0 Pros Integrated with Sales Hub and Marketing Hub, one stop solution for both pre-sales and post-sales. Cons Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities. 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 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 CC Cara C. Coordinator Hospital & Health Care Used the software for: Less than 6 months ### "Overall I like it" September 16, 2024 5.0 Hubspot works very well over all, I'm always learning new little things about it. Pros Hubspot works very well. I use it at work daily Cons I don't have any real complaints accept the layout could be more pleasing to the eye, better colours maybe. Review Source JK Josie K. realtor Health, Wellness and Fitness Used the software for: 6-12 months ### "Hubspot review" September 12, 2024 3.0 it was used to reserve spots and spaces, and it did the job. However, it would not allow any exceptions, and it prevented me from using it. Pros great software for organization and reserving spaces. Cons doesn't have enough flexibility. This is a hinderance to business 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 Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Hubspot helps us manage and resolve tickets" August 14, 2023 4.0 It's fantastic that you can add tickets and information from other parts of the site. It's got straightforward menus and a plethora of straightforward reports. The ability to create distinct permission tiers is another feature I appreciate. Pros I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs. Cons It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Hubspot is what we use to handle and resolve tickets. Dashboards are user-friendly and we receive daily and monthly reports and statistics. Suggested for those who want to improve communication inside a micro- or small-scale enterprise. To ensure that everyone working on the site has access to the information they need, it facilitates simple management and sharing of such information. Review Source HB Hailey B. Sales Marketing Manager Information Technology and Services Used the software for: 2+ years ### "The best CRM product we used." August 16, 2023 5.0 I like how the product organization allows the attachment of offers. This keeps the record clean. I appreciate the possibility that everyone can see the ticketing area as well, instead of keeping it isolated to one person. The ticketing system is excellent, allowing me to prioritize and manage customer requests efficiently. The chatbot functionality is also useful – I can customize it to suit my business needs. Integration with other Hubspot tools like email makes it a pretty complete solution. Overall easy to use, has the features we needed, and most importantly is easy to customize to enable solid reporting. Pros I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly. Cons Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what. Switched from [Zendesk Sell](https://www.capterra.com/p/199865/Zendesk-Sell/) I don’t like the lack of features in the basic package. Zendesk wants you to upgrade. I also don’t like the fact that you can’t upgrade your reseller account. For example, reports that admins will only use. To get better reports, you need to update your entire account. 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 Laura H. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Great software for tracking sales and tickets" September 6, 2023 4.0 HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work. Pros Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for. Cons As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) The process of recording and maintaining data about all of our current customers. Managing growth and sales in one place. Better process efficiency can be achieved through the use of templates. Review Source TOD Thierno Ousmane D. Loans manager Banking Used the software for: Less than 6 months ### "HubSpot Service Hub, a good tool for a high-quality customer support. " September 3, 2022 5.0 Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market. Pros To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are : - The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases; - The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services. - The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system. - The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though. Cons \- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. - Updates must be done to better optimize the search bar and fix some small bugs. Switched from [Asana](https://www.capterra.com/p/184581/Asana-PM/) The ergonomy of Asana was not pleasant to me. 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 VR Verified Reviewer Responsable Support Client Professional Training & Coaching Used the software for: 2+ years ### "Hubspot est un outil CRM complet et très riche mais présente quelques lacunes" May 8, 2023 4.0 Mon outil CRM favori ! Pros Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client. Cons HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité. Review Source BS Brigitte S. Operations Coordinator E-Learning Used the software for: Less than 6 months ### "Great choice for scaling up your Support Teams" January 30, 2020 4.0 I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively. Pros I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly! I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed. Cons I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM. I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time. The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub We chose HubSpot for the features available that Zendesk and Jira did not provide. Jira especially was convoluted and not easily set up; I felt like I needed a skilled developer in order to set up Jira to its fullest capacity, and I have not felt that way with HubSpot for sure! Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Salesforce was limited in its ability to merge duplicate tickets, use shortcuts with variable tags for easy responses, and did not provide any timers (the only one they have is created by an unsupported 3rd party developer) in order to report on Support efficiency. It took forever to update fields, and it was absolutely not scalable. Review Source LC Laci C. Project Manager Internet Used the software for: 1-2 years ### "A Great Platform that is Only Getting Better" October 25, 2019 5.0 Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year. Pros Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past. Cons The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month. Reason for choosing HubSpot Service Hub I was not involved in this decision or thought process. Switched from [Keap](https://www.capterra.com/p/76390/Infusionsoft/) I was not involved in this decision or thought process. 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