# HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is HubSpot Service Hub the right Help Desk solution for you? Explore 190 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 (190) 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 # 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 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 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 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 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 Heather T. owner and operator Facilities Services Used the software for: Less than 6 months ### "One of the best chat features" April 1, 2025 5.0 My experience with HubSpot Service Hub has been positive. The platform is designed with user-friendliness in mind, offering intuitive tools that simplify communication and customer relationships Everything works seamlessly, making it a pleasure to use. It's evident that HubSpot prioritizes creating a smooth and efficient experience for its users. Pros I absolutely love the live chat feature—it’s easy to set up, and my team found it incredibly efficient for real-time customer support. Cons While HubSpot Service Hub is packed with features, the pricing can be steep, especially for small businesses. 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 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 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 TK Taylor K. Engineer Hospitality Used the software for: I used a free trial ### "Servicing the costumers" February 22, 2025 4.0 Overall, Hubspot has been helpful for my inquiries, and it quite affordable which i appreciate. Pros I enjoy the affordability as well as the customizing abilities within the software. Cons its sometimes difficult to have my ticket rendered due to the Hubspot forms. 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 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 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 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 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 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 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 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 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 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. 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.