# Page 6 | HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of HubSpot Service Hub ## Showing most helpful reviews Showing 126-150 of 189 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AR Ashwin R. Product Manager Financial Services Used the software for: 6-12 months ### "My hubspot experience" June 21, 2021 4.0 Pros Analytics and Lead management system. Also the custom dashboards for various purposes with custom filters Cons Not that of any, one thing I wish is the ease of use on the navbar as sometimes it's not self explanatory Review Source SS Shanice S. Marketing Executive Entertainment Used the software for: 6-12 months ### "A great platform! Would definitely recommend. " January 30, 2020 5.0 Our experience with HubSpot has been great. HubSpot is the first CRM I've ever used and I couldn't imagine using anything else! Pros For what I need to do in my role I turn to HubSpot for pretty much everything - everything is in place! It's also used across the business so it's not just for marketing. Cons The only con for me is the ability to re-arrange modules within email templates. I think you can do this in the design tool however it would be a lot easier to just drag these around whilst editing the email. Review Source LC Laura C. Customer Success Manager Computer Software Used the software for: 1-2 years ### "Service feedback" October 17, 2019 4.0 Pros \- Dealing with tickets - easy information sharing with the tech team - Customer feedback - automation considering the results - Easily information sharing with the sales team Cons \- FAQ template, we don't have a lot of options (design, configuration) - Workflow = it can be difficult to find all the property we need Review Source CT Cecilia T. Customer Success Manager Internet Used the software for: 1-2 years ### "Great for simple business" February 3, 2020 4.0 Pros It is very easy to use, good to manage support for simple businesses and share tickets among different teams. Cons It could be improved the pipeline settings: assign specific properties to each pipeline and be able to give access to the clients to monitor the status of their tickets and past support requests. Review Source AR Alice R. Growth Strategist Marketing and Advertising Used the software for: 6-12 months ### "Still a fledging product but real potential" November 13, 2019 4.0 An interesting learning curve in setting up, implementing and troubleshooting for a client who work in the retail space and rely heavily on this functionality Pros As a loyal HubSpot user, it's great to be able to offer service software that fits our clients' marketing, sales and CRM platforms Cons There are still some friction points which I believe are down to the emerging nature of the platform. HubSpot support are helpful and In hope that some of the tweaks I have raised are taken on board. Review Source NK Nikki K. Senior Manager of Customer Success Computer Software Used the software for: Less than 6 months ### "Easy and intuitive + awesome customer support!" November 12, 2019 4.0 Pros Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support. Cons The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were already using HubSpot for sales and wanted to combine sales and service into one tool so we can have a full picture of the customer experience and interactions in one place. Review Source VR Verified Reviewer Sr. Manager Partner Success Marketing and Advertising Used the software for: Less than 6 months ### "HubSpot Knowledge Base Review" October 16, 2019 4.0 Pros The main tool I'm using in HubSpot is the Knowledge Base to build out our Help Center. Ease of use has been great and the addition of the Custom Templates has added nice personalization. Organizing is a breeze by being able to drag and drop categories, subcategories and articles. Cons Limited formatting & text options - adding tables is difficult, no more text functions like strikethroughs and others. Review Source KD KELSEY D. Product Marketing Manager Computer Software Used the software for: 6-12 months ### "HubSpot Knowledge Base " October 16, 2019 4.0 If you improved your internal options I think you would far outweigh your competitors. Pros It is very easy to organize. I also really like the different heading and insert options. I used Zyndesk before this and HubSpot's syle options are definitely a step above. Cons The Private view. We could not use the functionality, because our employees were not receiving the emails to register. This would be a huge benefit to have an easy to use internal knowledge base. Review Source NM Noelle M. Customer Support Coordinator Retail Used the software for: 6-12 months ### "HubSpot is a Game Changer" November 13, 2019 5.0 Hubspot ensures that no customer support issue is going to get "lost in the shuffle". It has really helped my department with processing support tickets efficiently. Pros HubSpot is giving our company the tools we need as we continue to grow. It helps us stay organized and allows multiple departments to view the stage of the sale/support. Cons There have been a few times when I have lost my work due to screens closing. It would be great if emails could save automatically. Review Source LK Liam K. DIgital Marketing Hospitality Used the software for: 1-2 years ### "Basic support system to easy get up and running" April 28, 2024 4.0 Pros Really easy to use and start operating as a small business was super helpful. Cons When you need additional features its going to cost you. Review Source FR Flora R. Customer Success E-Learning Used the software for: Less than 6 months ### "HubSpot - Knowledge Base" November 12, 2019 4.0 Pros Speaking specifically on the knowledge base, it was easy to transfer our materials from the previous system that we used. It was also easy to organize and create additional articles using the platform. Getting the knowledge base articles in front of our customers has been a challenge, but as we continue sharing I anticipate higher volume to the web pages. Visitors to the site can search based on keywords which is helpful. Cons The way the knowledge base is laid out and way displayed to visitors is limited in its customization. I do not particularly care for the design. You can only upload a logo and customize some of the colors. Review Source JF Joel F. Customer Service Manager Health, Wellness and Fitness Used the software for: 6-12 months ### "Improvement over most" November 13, 2019 4.0 Pros Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform Cons Not everything is as straightforward as it would seem or requires more steps than expected Review Source PC Paula C. Customer success Financial Services Used the software for: Less than 6 months ### "My experience with HubSpot" October 17, 2019 5.0 HubSpot is crucial for our customer success. It is very easy to keep track of our customers' issues and to solve them. Also, it helps me automatize mailing. The CES is very helpful as a feedback. For our sales team it is very easy to automatize their email and keep track. I am very happy with Hubspot Pros What I like the most about HubSpot is how user friendly it is. It is very easy to create workflows and to customize it according to my necessities. I am not obligated to use in a certain way, it is completely up to me. Cons What I like the least about Hubspot y the reports. It is not very easy tu customize the categories and properties to include in my report. It takes to much time. Most times I prefer to download the reports with everything and delete each property on the .csv document manually. Review Source AQ Alex Q. Digital Marketing Utilities Used the software for: 1-2 years ### "Excellent Hubspot tool to supplement its to your Hubspot platform" October 21, 2019 5.0 Pros The feedback survey which was easy to implement on the site and did not require much time to implement it. Cons Only a minor issue where I can't put a hyperlink on the thank you pop-up. Other than that, everything works great. Review Source VR Verified Reviewer Provider Operations Manager Financial Services Used the software for: Less than 6 months ### "Service Hub is Solving It All!" November 13, 2019 5.0 Pros The ability to integrate the software within our own platform, as if we are the ones hosting it. Hubspot is consistently making improvements to Service Hub, everytime I think there is something that could be better a new update is deployed. It's like they are reading my mind! Cons None because they are always looking for ways to improve. Review Source AM Anna M. Senior Lodging Partner Associate Hospitality Used the software for: 6-12 months ### "A good product" November 12, 2019 4.0 Overall, Hubspot has been good to use for us as a new start up. All my colleagues were able to learn how to use it quickly. Pros I like that Hubspot tracks emails and calls easily and makes it simple to track leads and active customers. I also like that it integrates with slack and google calendar. Cons I find it difficult and slightly confusing to create certain reports. I wish this were easier to use. Review Source MM Michael M. Campaign Support Specialist Computer Software Used the software for: Less than 6 months ### "HubSpot Service Hub Review" November 12, 2019 4.0 So far so good, the majority of my work is done on the ticket section of this platform and sometimes can be confused by the amount of different ways to respond to tickets (e.g. inbox, tickets, chatbot, form etc.) Pros I like how it centralises everything that our business uses all on one platform. Cons The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) To centralise all of our business need onto one platform, (contacts, ticketing, reviews) Review Source RW Ripley W. Customer Success Sports Used the software for: Less than 6 months ### "AMAZING!!!!!!" October 18, 2019 4.0 Our team loves using Hubspot because there are so many unique features and reports that make our lives so much easier! Pros Hubspot is very responsive and provides excellent customer service! Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate! Cons It would be helpful to have a form to fill out when we have suggestions/requests for feature updates/improvements! Switched from [Front](https://www.capterra.com/p/132901/Front/) We wanted to make use of tickets which Front did not offer Review Source PW Preya W. Head of Support & Customer Success Computer Software Used the software for: Less than 6 months ### "HubSpot Knowledgebase - Really easy to set up and manage" October 18, 2019 4.0 Pros The HubSpot knowledgebase was really quite easy to set up from scratch. Having not set one up before the online prompts helped me get this up and running quite quickly. Clean lines and not over complicated to manage. Cons It doesn't allow a visitor to leave feedback if they found an article unhelpful. It would be great if it had a up-vote tool attached. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Our sales and marking teams already use Hubspot, so it would make sense to have the service hub for full 360 HubSpot functionality. Review Source JW Jibran W. Business Development Specialist Information Technology and Services Used the software for: Less than 6 months ### "HubSpot Service Hub Review" December 11, 2022 5.0 Pros The ticketing system and real time access to customers so that they can check the status of their ticket and even inquired about the progress is very helpful to keep customers happy.Not only that, but creating customized customer surveys really helps improve services. Cons Everything is really great and helpful in service hub, won't change a thing Review Source JC Jemma C. Marketing Manager Information Technology and Services Used the software for: 1-2 years ### "Great for NPS" November 13, 2019 4.0 Pros The NPS survey's are great and really easy to use, we repeat ours every 3 months and it's automatic, which is great. Cons It would be good to have more flexibility with the re-enrolment rules Review Source Nicole J. Co-Founder Management Consulting Used the software for: Less than 6 months ### "Limited functionality" September 26, 2021 4.0 We have limited use for the service hub. It doesn't integrate easily into our workflow - we're just 2 entrepreneurs and there are many blocks during the day when we can't drop everything to respond to a chat. The software would work better for a dedicated service desk employee or team. However, we are happy to have the chat bot available on our website and Facebook messenger connected. Pros We added the chatbot into our website easily. We were up and running in minutes. Cons There's a couple minor things, but they add up. First, the Facebook Messenger integration broke, and every time I hit the "reconnect" button there would be an error. This problem seems to have fixed itself somehow and is now working again. Second, we are 2 entrepreneurs on the go and the chat bot has limited flexibility. For example we cannot reassign the chat to each other, nor can we use a round robin meeting for the "meet with me" feature. Review Source DW Danielle W. Receptionist Computer Software Used the software for: Less than 6 months ### "Great switch" October 17, 2019 5.0 Pros Hubspot has allowed us to keep our channels of the business separate, but still contained in one site. It makes tracking sales and implementations very easy. The website as a whole is very customize which is helpful for any company. We were able to import a bulk majority of our contacts easily. Cons The chat feature will create a contact based on what the person responds with to the first and last name question. Giving us the option to create a contact based on that would be better; some customers don't pay attention and write their email or issue and then we have to filter the contacts. Importing photos to the knowledge based help docs proves very difficult. Review Source JZ Joel Z. Director of Client Operations Marketing and Advertising Used the software for: 6-12 months ### "My review of Knowledge Base in HubSpot" October 16, 2019 4.0 Pros Knowledge Base is extremely easy to use: to add, edit and organize articles. Cons Lack of a css / html editor. Fine-tune editing of text, images and page layout are sometimes required, yet there's no way to implement that level of editing due to a complete lack of css / html editor for Knowledge Base articles. Review Source EL Evelyn L. Marketing Manager Printing Used the software for: 6-12 months ### "User-friendly software" November 12, 2019 4.0 Pros includes all the necessary features in collecting customer feedback, making it easy to create and receive surveys. The step-by-step setup is easy to follow, all the way to automating follow-ups. Cons I would like to customize things a little more, and to add more to the automation features. 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.