# Page 3 | HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is HubSpot Service Hub the right Customer Success 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 3 - Reviews of HubSpot Service Hub ## Showing most helpful reviews Showing 51-75 of 189 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Pedro A. Marketing & Growth Ops Financial Services Used the software for: 2+ years ### "Best Service Hub to use" October 9, 2023 5.0 Pros \- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies) Cons \- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy Review Source VR Verified Reviewer Client Project Manager Internet Used the software for: 1-2 years ### "Fosters collaboration and productivity " July 5, 2023 5.0 The experience has been incredible and the features are exceptional Pros HubSpot is very essential and critical to our team’s success, we use HubSpot as a CRM, knowledge base, and for easily facilitating collaboration and projects across teams Cons Pricing can be expensive when compared to the competition Reason for choosing HubSpot Service Hub The services, support, and resources that were available Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) All the features and differentiators Review Source RH Rebecca H. RVT & customer support Veterinary Used the software for: 6-12 months ### "Hubspot is easy to use" August 9, 2023 5.0 Pros Easy to use, I like that you can alert yourself for reminders and that you can assign chats/emails . Cons I dislike that the app is not as user friendly as the site.I would use the app if it was set up better and more similar to the site. Review Source CT Cassandra T. Marketing Specialist Telecommunications Used the software for: 1-2 years ### "HubSpot Service Hub- An excellent customer service platform" May 25, 2023 5.0 Overall, is a powerful customer service platform that offers an impressive array of features to help businesses deliver exceptional support experiences. With its intuitive interface, robust ticketing system, knowledge base functionality, and insightful analytics, it empowers organizations to enhance customer satisfaction and streamline their support operations. Despite the need for more integration options, HubSpot Service Hub remains a top choice for businesses seeking to elevate their customer service capabilities. Pros One of the standout features of is its ticketing system. The ticketing system allows businesses to efficiently manage customer inquiries and support requests. It provides a centralized platform where customer tickets can be created, assigned, and tracked throughout their lifecycle. This feature enables teams to streamline their support processes, ensuring that no customer issue goes unnoticed or unresolved. Cons One area where could benefit from improvement is its integration options. While it does offer integration with popular CRM systems and other HubSpot tools, there is room for expansion to cover a wider range of third-party applications. Increasing the number of integrations would allow businesses to connect Service Hub with their existing tech stack seamlessly. Review Source Pankaj Singh S. Manager Marketing Operations Information Technology and Services Used the software for: 2+ years ### "Feature rich service tool for product company" July 22, 2021 4.0 The overall experience is very nice and effective for the team. Pros Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit. Cons Nothing. It has all the features required to fulfil the requirement of the service team and product team. Review Source AT Alissa T. Product Owner Real Estate Used the software for: 1-2 years ### "Great way for our team to stay organized! " October 16, 2019 5.0 Our experience with Service Hub has been great. The transition from our previous product was fairly painless (and they've added even more features to help with that transition since we've switched), and we've had outstanding customer service when we've had questions or issues arise. Pros has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable. Cons Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service. Alternatives considered [Olark](https://www.capterra.com/p/125957/Olark/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub We chose Hubspot Service over competitors because of how well it paired the other products and we desperately needed to centralize our team and processes. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) We wanted an all in one solution where we could manage our customers from the lead/sales side with our support and feedback. Hubspot has been able to give us that and more. Conversations is more robust, the knowledge base more organized, and the ability to send feedback is a plus. Review Source VR Verified Reviewer Commerciale Business Supplies and Equipment Used the software for: 6-12 months ### "Una piattaforma completa ma complessa" November 29, 2023 4.0 Ho utilizzato HubSpot per circa un anno per testarne le funzionalità e capire se fosse indicato per la mia attività, è completo ed organizzato e fa quello che deve, anche bene. L'ho però trovato complesso e pieno di sezioni e sottosezioni, per cui ho poi deciso per altro. Pros È una piattaforma molto completa per la gestione dei contatti dei clienti, sopratutto per l'assistenza, che puoi gestire e smistare ai diversi segmenti. La componente di automazione dei processi, è un grande aiuto per i compiti ripetitivi, per non perdersi contatti e gestire i contatti in maniera tempestiva. Cons Trovo che la piattaforma in generale sia poco intuitiva e complessa da imparare, richiede un po' di tempo di formazione perché non è immediata. È una nota che faccio anche agli altri prodotti HubSpot che ho utilizzato. Review Source CH Cecilia H. CEO Computer Software Used the software for: 1-2 years ### "The best customer service for your digital transformation" June 30, 2021 5.0 Excellent, easy to use, fast deployment, affordable for any size of companies. Companies who are considering an upgrade to its customer service processes or need an agile digital transformation, needs Service Hub. Pros Easy to deploy, administer, use. In one month, most of the customer service cases are in production. Migration and integration with other platforms are also very easy and in record time. A new generation of SaaS. Cons It is design to work with Marketing Hub and/or Sales Hub. If you need to integrate to other software, it may require the development of a middleware to migrate data (KB). Review Source VR Verified Reviewer Head of International Division Information Technology and Services Used the software for: 2+ years ### "A great customer service toolkit" August 26, 2023 5.0 Pros Easy to use, great synergies with the rest of the HubSpot ecosystem, customer friendly Cons Anything that I thought could be improved has been improved and keeps getting better 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 VR Verified Reviewer Project Manager Computer Software Used the software for: 6-12 months ### "Great all-round experience and easy to use " November 13, 2019 4.0 The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved. Pros It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use. Cons Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub Price and integrations offered more flexibility Review Source CC Cierra C. Social Account Manager Entertainment Used the software for: 6-12 months ### "Make your life easier...Switch to Hubspot! " November 12, 2019 5.0 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. We now capture results in real time direct;y after a customer has finished our sales cycle and their customer journey. The tool has allowed us to get quick responses, see where we excel and shine within our industry as well as where we can improve all from the voice of our customers. Love working with this tool Pros Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!! Cons Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like! Switched from [CoreLogic Restoration CRM](https://www.capterra.com/p/191107/Luxor-CRM/) Someone from our company recommended Hubspot 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.com](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 MJ Mathew J. Digital Marketing Specialist Newspapers Used the software for: 1-2 years ### "A worthwhile choice. " April 1, 2023 5.0 Satisfactory. Pros Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries. Cons Pricing. Hubspot is not the most affordable option out there. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Reason for choosing HubSpot Service Hub Wide variety of features for my teammates. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Costs. 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 SC Stefano C. CRM Operations Manager Marketing and Advertising Used the software for: Less than 6 months ### "Straightforward, out-of-the-box service solution" November 13, 2019 4.0 Overall Service Hub was very easy to set up, and the breadth of features integrated well with our existing instance of HubSpot. However, in some cases, this comes at the expense of fully built out features. To be expected for a relatively young product, and I look forward to these flaws being ironed out in the months to come. Pros 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. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets. The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking. Cons The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) We wanted to bring customer service into our wider CRM ecosystem, and HubSpot offered us that opportunity. 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 VR Verified Reviewer Customer Support Specialist Information Technology and Services Used the software for: 6-12 months ### "Overall system for managing your customers that keeps constantly improving" November 13, 2019 5.0 We started using overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend. Pros Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented. Cons The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.) Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) We already had some services used on Hubspot, so when Hubspot released chat and ticketing tool a year ago we decided to try it out. Review Source CK Carrie K. Administrator Leisure, Travel & Tourism Used the software for: 2+ years ### "Looking forward to more features!" October 16, 2019 4.0 Pros The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support. Cons Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Thought it would be easier to keep all customer contact in one seamless space. 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 Sayma B. IT Technician Education Management Used the software for: I used a free trial ### "Great growth stats for a Customer service." June 17, 2024 4.0 It's great if you want the free membership, even if you are working in a team. Pros I really like how you can check the statistics. It helps when looking and analysing growth. The graphs are really easy to understand too. It also has an AI feature. Cons It's quite expensive if you want to have more features. Review Source AR Angie R. Asesor servicio al cliente Consumer Services Used the software for: 6-12 months ### "Experiencia con Hubspot" May 14, 2023 5.0 Con base en el uso diaria del software, puedo recomendarlo gratamente. Permite generar un seguimiento diario, control, evaluación y servicio interno y externo Pros Es un software muy completo un CRM con la información, agilidad y calidad para cualquier empresa Cons Me gustaría que los informes pudieran ser más al estilo de office, de modo que los podamos personalizar de acuerdo sea el caos Review Source TD Thomas D. Senior IT Developer Marketing and Advertising Used the software for: 1-2 years ### "HubSpot Service Hub" February 27, 2024 4.0 Pros is very easy to use and doesn't take a long time to grasp. All members of the team can use it no matter of technical knowledge. Cons It would be good to see more features brought to it such as allowing users to raise a ticket themselves straight in to Service Pipelines.. and then being able to have tracked email conversations with the user, through HubSpot, via the Ticket itself. This would keep it all under one place and not require us to use our email software separately and then update our tickets manually. Review Source VT Venita T. CEO, Founder Public Relations and Communications Used the software for: 2+ years ### "You'll need to do your own research to use this product" April 20, 2023 4.0 This platform is a valuable asset for any business seeking to improve its customer service experience. With its powerful tools and features, you'll be able to streamline your workflows and provide faster and more efficient service to your clients, exceeding their expectations and ultimately driving growth for your business. While it may require some effort to initially understand and set up the platform, the benefits of doing so are well worth it. And with customer support available to assist you along the way, you can feel confident that you'll be able to take full advantage of all that this platform has to offer. Pros If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively Cons The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze. Review Source Josh A. Co-Founder Information Technology and Services Used the software for: 6-12 months ### "Hubspot Service Hub" November 12, 2019 5.0 Overall, Service Hub has been a pleasantly surprising experience. Pros We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand. Cons I'd love to see an OAuth option in the future to put our knowledge base behind a login. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Drift](https://www.capterra.com/p/227417/Drift/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing HubSpot Service Hub Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success. Switched from [Drift](https://www.capterra.com/p/227417/Drift/) Integration with our Hubspot CRM. Review Source ## 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. Talk to a Capterra advisor for free and get results within 15 minutes.