# Page 5 | HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of HubSpot Service Hub ## Showing most helpful reviews Showing 101-125 of 189 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer CTO Law Enforcement Used the software for: Less than 6 months ### "Great way to offer help to your customers if you are already on Hubspot" November 13, 2019 5.0 For us it was important to offer self help to our customers and the Service Hub did just that. Pros The learning curve was minimum if you are familiar with Hubspot Marketing and using the default configuration worked for most screens from support requests to the knowledge base. The result on our website feels very integrated and familiar to our visitors. Adding self help activities to the rest of our contacts' activities is really beneficial to understanding our customers. Cons It's still a young offering and some features are missing, for example, you have to manually pick the knowledge base articles that are displayed on the main KB page, where an automated selection would save time. Nothing significant though. Review Source DL Dan L. Partner Account Manager Medical Devices Used the software for: 6-12 months ### "Hubspot Service Hub Review" October 17, 2019 3.0 Pros It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization Cons No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with. File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file. Reason for choosing HubSpot Service Hub Our Marketing Director pushed for it. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Price Review Source VR Verified Reviewer Digital Marketing Environmental Services Used the software for: 1-2 years ### "Keep your customers happy and make them into abassadors of your brand!" November 12, 2019 4.0 Provide our customer support team with the ability to create service tickets and keep track, order and collaborate with other teams to satisfy our customer's needs. Pros is a powerful tool that allows our customer support team to create tickets and assign the right team members to address and keep up with the issue at hand. You provide a detailed description of what the issue is, assign the owner, priority and can send emails directly from the tool in regards to the support ticket. You have the ability to learn so much about your customers all in one place. You can also engage more customers this way by adding more context. You can have conversations, and utilize the universal inbox so you can see all of your channels on just one dashboard. Cons In order to unlock some other great features, you have to upgrade to the Service Professional package. I wish that was included in the other version. Review Source EH Ella H. Channel Support Manager Pharmaceuticals Used the software for: 6-12 months ### "Its good CRM but is more suited for Marketing rather than a Service Role" October 21, 2019 3.0 It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate Pros Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address. Cons The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications. Limited reporting. Review Source CR Chelsey R. Dir Sales Logistics and Supply Chain Used the software for: 1-2 years ### "Delighting" October 16, 2019 4.0 Pros Tickets are simple and streamline our support process. Chat bot is a game changer for people raising their hands. Knowledge Base will help sales and support. Cons Lack of easy customization--- Wish there was more flexibility for the look of the knowledge base, more types of chat bots (we had to pay someone to make ours the way we wanted it). Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Startup Accelerator Review Source ST Selena T. Technical Support Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Outstanding Product with High Quality " January 30, 2020 5.0 It's been a very helpful experience. HubSpot definitely makes my daily duties more organized and self sufficient. Pros Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace. Cons I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos. Switched from [Copper](https://www.capterra.com/p/141642/Copper/) For a greater ability Review Source LH Launa H. Customer Experience Expert Consumer Goods Used the software for: 6-12 months ### "Hubspot Tickets Review" January 30, 2020 5.0 We are able to track interactions with customers better and dig deeper into them and target them all more specifically as well as better communication through out the team. Pros I love how it keeps contacts so organized. their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses. Cons I feel like we could use more training, I wish the lady that we talk to for help weekly was more freely available. I wish it was a little more self explanatory. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I am not sure why they changed. Review Source AP Andraea P. Director of Customer Success Internet Used the software for: Less than 6 months ### "Great all in one platform! " October 21, 2019 5.0 is helping our team become as efficient as possible, freeing up time to connect with more customers and build relationships. It has also allowed us to build out a self-serve Knowledge Base right through HubSpot that empowers our customers to learn and explore Hio on their own! Pros My favorite thing about is that it puts all of my previously scattered tech needs in one place. Not only can customer emails/calls be captured and assigned to their contact as history, but every ticket can be seen and responded to easily as well. The personalization tokens and snippets are fabulous pieces of automation. I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly. Cons The only con we have had with this software has been the customer support. It is hard to get anyone to reply to you quickly from HubSpot in my experience. Luckily they have a robust community forum and Education series where you can figure out most problems on your own. Review Source KG Kaisha G. Project Manager Real Estate Used the software for: 6-12 months ### "Works great!" February 28, 2020 5.0 Great, it works a lot fast that many other CRM systems I have used in the past, and I rarely see issues that cause a delay in my daily work or task completion. Pros Integration took some time when our team transferred over, but it was fairly easy to learn and get back in the daily groove of business. Easy to manage daily tasks and communications. Cons There are some features that could be better and the training, while there's a lot of content, isn't very intuitive. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Price, functionality, ease of use, capabilities, etc. Review Source Georgia B. Senior Customer Success Coach Computer Software Used the software for: Less than 6 months ### "Everything in one place " November 14, 2019 5.0 We have one place for everything instead of multiple systems. Pros I can see marketing and sales deals so I know my customers before they become customers. We have one place for everything instead of multiple systems. Cons It can be difficult to put principles together for where different tings are logged (Contact, company or deal) and therefore was difficult to get it to fit our business model. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) CRM and better for marketing and sales. Review Source SD Shannon D. Customer Experience Designer Insurance Used the software for: 6-12 months ### "All or nothing" November 18, 2022 4.0 Pros Pretty surveys that were easy and appealing for the customer to complete. Cons To get the most out of it, you really need to use the full functionality of ticketing and CRM. The Salesforce integration did not solve those problems like we believed it would, which made triggering surveys at the right time difficult. I also didn't like that the knowledge base didn't provide for version history and edit tracking. Review Source JG Jair G. Head Computer Software Used the software for: Less than 6 months ### "Simple and Effective" October 23, 2022 5.0 Amazing so far. It was easy to implement, the interface is extremely friendly and they also have an active support for the client Pros Ease of use and customization possibilities Cons It is not that easy to have customized objects Reason for choosing HubSpot Service Hub It is the best in the market when talking about startups Review Source NJ Nicollette J. Customer Success Specialist Information Technology and Services Used the software for: Less than 6 months ### "Best Tool For A Growing Business" October 17, 2019 5.0 I have had a great experience with ! We are so much closer to our customers and with the Service Hub's help, we are able to stay on top of service tickets, struggling customers and even provide extra resources for customers to help themselves if they choose to. Pros is the best way to oversee all customer stages and interactions. Being part of a small company, every customer interaction is crucial to moving forward. It is easy to be there for our customers every step of the way with the help of the ticketing system. Another great addition to HubSpot is the Knowledge Base! This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves. Cons The only downside to the service hub would be the intermittent outages. We rely so heavily on that when something does occur, it affects us greatly. Since we are a tech company, we understand that those instances do happen. Review Source VR Verified Reviewer Quality Manager Computer Hardware Used the software for: 1-2 years ### "The new support " November 13, 2019 5.0 Pros Easy to use Implementing new functions constantly Great support Good SW integration Cons Mobile app not complete with all modules The ticket system is new and will need some developments Alternatives considered [Help Desk Migration](https://www.capterra.com/p/160609/Help-Desk-Migration/) Reason for choosing HubSpot Service Hub We had the marketing and we wanted a complete product Review Source Patrick M. Sales Manager Recreational Facilities and Services Used the software for: 6-12 months ### "One of the BEST OVERALL EXPERIENCES" November 12, 2019 5.0 Great value for the money. You will be able to integrate marketing, customer service, sales and have them communicate across all teams seamlessly. Pros This software will run your sales process for you once implemented. Cons None. I love this product and will be a user for life. Review Source James S. Business Development Executive Computer Software Used the software for: Less than 6 months ### "Good, but could be better " November 12, 2019 3.0 Hubspot has some great features and I come from using Salesforce, the only down size is the quotes are not great on the way we do business and as far as I’m aware cannot be changed. So for customers they were more likely to place an order from our old system I believe. Pros The tracking of e-mails, marketing features, full visibility from where enquires come from Cons Quotes, been told they can only go out one way Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Out of my control Review Source CC Cristina C. Customer Success and Engagement Health, Wellness and Fitness Used the software for: Less than 6 months ### "Service on the Up" October 17, 2019 4.0 For having recently launched their Service Hub we find that overall it helps us deal with many of our needs in a convenient way as we also have the Sales and Marketing Hubs. There is room for improvement but the Hubspot staff always listen to my feedback. On the occasions when I have needed help they have been immensely helpful and attentive. This for me is fundamental and Hubspot nails that on the head! Pros For most daily tasks it's easy to get things done, you can have a great variety of tasks which can be carried out all in one place (use contacts, create workflows, manage and answer tickets, etc.). Each agent can easily keep track of their own tickets. The feedback surveys are a great addition to our site now too! Cons Having to have both the inbox and the ticket windows open is sometimes difficult. A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered). In our case, a multi-language Knowledge Base is missing to make the KB more complete. Review Source ML Martin L. Developer Computer Software Used the software for: 6-12 months ### "Very useful product" January 30, 2020 5.0 Pros The product is pretty easy to use, efter it has been set up within your organisation. The tickets flow is very simple for everyone in the organisation to use, and the level of customisation makes the service hub very good. Cons The out of the box feature set is not very complete. The amount of custom setup, that has to be make within our organisation (and I assume many others) is pretty substantiel. Review Source VC Valentina C. Business Development Manager E-Learning Used the software for: 6-12 months ### "My right hand- Hubspot" November 13, 2019 5.0 As I said before, HubSpot tool it’s a complete one. It helped me to create an entire Knowledge base with the possibility to set the access for it, eather private or public. The chat box it’s very used by our company, it helps to get in touch with our clients or the potential ones. The customer team from Hubspot it’d very prepared with answers and very kind :)! Pros The user interface and user experience are great. It’s very easy to use this tool, as well it’s a complete one which gives the possibility to the user to achieve their goals by using it. Cons I can’t say that’s something I don’t like at HubSpot tool. Review Source JR Jacques R. Fulfillment Tech Lead E-Learning Used the software for: 6-12 months ### "Hubspot is amazign!!" October 17, 2019 5.0 Hubspot is amazing, it has replaced about 4 software packages we were using for YEARS Pros The Usability, Integrations and Functionality of Hubspot is second to NONE Cons The cost is a LOT, but it is worth it. I don't see smaller companies being able to afford it, but if you can...wow Switched from [Keap](https://www.capterra.com/p/76390/Infusionsoft/) We needed more functionality, with logging tickets from students Review Source GA Gianluca A. Me Marketing and Advertising Used the software for: 2+ years ### "If you need a huge customer service tool, probably you have to pass over" May 31, 2021 3.0 It is great but Hubspot customer service is not my preferred in the Hubspot ecosystem Pros Hubspot service is completely linked to crm and marketing automation so it gives an immediate view of tasks, issues and conversations in a glance Cons It miss some features owned by other customer service support software Review Source VR Verified Reviewer Customer Support Specialist Computer Software Used the software for: Less than 6 months ### "Hubspot Service Hub allows us to easily track tickets and customer profiles." January 20, 2019 5.0 Pros Creating tickets in Hubspot is super easy! You can create them right from an email or chat that has come in. You can add in different boards and deadlines for each ticket. Customer support made it easy to setup and understand. Any emails, chats, phone calls, tickets, etc. are all accessible when you are on a customer's profile. Cons I don't really have anything negative to say about this software! The only thing is it can be pricey for smaller businesses but it's worth it. Review Source HB Hannah B. Project management consultant Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Easy to use knowledge base tool" October 18, 2019 5.0 Pros Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot Cons Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Wanted to be all-in with HubSpot tools and platform for seamless work and connections Review Source AI Abed I. Technical Customer Support Manager Hospital & Health Care Used the software for: 6-12 months ### "HubSpot review" December 31, 2019 5.0 HubSpot really helps bridge our various teams and really shines for our sales-related staff, it's a single source of truth for them. Pros There's a lot you can do with it, it's very powerful, flexible, and really does help bring different teams, customers, sales leads, etc. together. Cons The ticketing system isn't the best. It has good followup options, but individual ticket threads, views of lists, and so on are left wanting. It is not as performant as other systems, at times I find my browser hanging after they've done some updates. Review Source LV Luvo V. Customer Success Information Technology and Services Used the software for: 1-2 years ### "Customer Relationship Management" November 13, 2019 5.0 We use HubSpot as our CRM and it has been very effective tool. Pros \- Contacts and companies filters - Dashboards - Workflows - Calls Cons \- Project Templates - I think it should be an option to see or turn on project templates created by HubSpot Team. This makes it kinda time consume to look for templates when I am not sure who created the template in my team. 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.