# Page 4 | HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is HubSpot Service Hub the right Customer Success solution for you? Explore 187 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 (187) 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 4 - Reviews of HubSpot Service Hub ## Showing most helpful reviews Showing 76-100 of 187 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AA Adam A. Head of Strategy Marketing and Advertising Used the software for: 6-12 months ### "It has it's flaws but overall t's a great piece of softwareThe usability of the software and how eas" November 13, 2019 5.0 It's taken a while to learn the idiosyncrasies of the platform and get it into workable, flexible solution for multiple clients but its very good and the experience has been positive. Pros The usability of the software and how easy it is to integrate with other platforms. It gives a clear and intuitive platform for companies from SME to enterprise. We were able to scale it from a 200 customer support to a 160,000 enquiry platform within 3 weeks which made a huge impact to the client and allowed us to push it into more. Cons It still needs some work to get it fully up and running seamlessly with the other Hubs within HubSpot and some of the limitations can be frustrating but the cohesion with the rest of the HubSpot platform to give a fully fleshed out user experience from discovery to customer and after is very good. (Especially for the price) Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub We are in the HubSpot ecosystem so it was a no brainer Review Source EF Erin F. Admissions Education Management Used the software for: 2+ years ### "Neutral" September 18, 2019 4.0 Overall, it has been a fairly good experience. We don't use all the features, but the ones we do use are seamless and beneficial. Pros Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier. Cons We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions. Review Source JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 1-2 years ### "Es mejor de lo que esperaba." July 20, 2023 4.0 Pros Ha generamo mejoras en el flujo de trabajo me encanto. Cons su base de datos es algo compleja de igual manera uno se acostumbra. Review Source SM Sergio M. Application Engineer Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "HubSpot Service Hub is not a mature product - Stay away if you can" January 25, 2023 2.0 I am extremely disappointed. Pros I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place. Cons The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[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 I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have. Review Source AQ Andres Q. Support Engineer L4 Information Technology and Services Used the software for: 2+ years ### "It's pretty much the best Service and Customer Success Platform out there" February 21, 2023 5.0 Pros Hubspot Service Hub has been instrumental in order to fulfill growth business needs Cons Native support to integrate with Development Tools would be great, we've already accomplish these with third-party apps Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source BR Brian R. VP of Operations Information Technology and Services Used the software for: 6-12 months ### "Solid customer service system that's more than a helpdesk" October 16, 2019 5.0 Overall it's been a significant force multiplier to our entire operations team, not just support. Pros The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients. The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA. Cons There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights. Reason for choosing HubSpot Service Hub The connected nature between hubspot sales, marketing, and service/support. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) The connected nature of hubspot between sales, marketing, and service/support. Review Source Brooke W. Head of Marketing E-Learning Used the software for: Less than 6 months ### "Easy to keep track of issues, create surveys, automations" November 30, 2020 5.0 I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together. Pros Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more. Cons The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM Alternatives considered [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) Reason for choosing HubSpot Service Hub ease of use Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Hubspot allowed us to keep all users in the crm and do a lot more all in one place Review Source VR Verified Reviewer Marketing manager Sports Used the software for: 6-12 months ### "Great software" February 9, 2021 4.0 Great experience and hard to find any faults as the features continued to be improved over time Pros It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record. The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need Cons There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub Better price and integration with other tools Review Source Gabriela M. Support enginner Computer Software Used the software for: I used a free trial ### "HubSpot trial experience" July 31, 2023 5.0 Pleasant for in its free and slightly expensive version from its most basic plan. Pros It is a comprehensive software, ranging from customer service to CRM. It also automates tasks, making the work group's time more productive. Cons The cost is limiting for small companies and the time it takes for a company to adapt to its use is not fast, unless it has personnel with experience in its use. Review Source SP Sergio P. Founder Events Services Used the software for: 2+ years ### "Good product for HubSpot users" October 29, 2022 4.0 Pros Integrated with all HubSpot environment. Cons Missing some funcionalities and high price. Review Source PS Patrick S. Product Support Manager Food & Beverages Used the software for: 6-12 months ### "Great for using 1 CRM - Source of Record for all customer success/sales/marketing." November 12, 2019 3.0 Understand HubSpot wasn't built for service, BUT if you want to be able to use just 1 source of record for your whole company - it works very well! There is a lot to learn in terms of working around what you may have had as previous experience. Their support is readily available and they take feedback really well. As a whole, they are great to work with and always have a good interaction with their team. It makes learning and implementing the service hub a lot easier :). Pros Knowledge Base: The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles. Cons I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup. Review Source SC Sarah C. Director of Organizing and Client Success Political Organization Used the software for: Less than 6 months ### "All your client data and conversations in one place!" November 12, 2019 4.0 Pros I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot. The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks. Cons The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance. Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) I wanted to use a tool that would allow us to track everything in one place, instead of having to switch between different applications (Intercom and Copper). Review Source CG Caio G. Marketing Ops Computer Networking Used the software for: 1-2 years ### "HubSpot Service is quite there" November 14, 2019 4.0 Pros I honestly think that the service hub is a great software and new hub from hubspot, since it's a new product it has a great ton of value. The most important things I believe would be the ticket and knowledge base, where you can have everything that your team is doing on tickets, even demands by the client and finally have a resource center to your whole team and your clients. Cons Although I like the knowledge base I feel it's quite limited. For once, our company just grew international, and we would need to have multiple Knowledge Bases on HubSpot, but we can only have one. The feedback surveys also are a great start, but it's limited as to how many questions I can do on a survey, sometimes I would need to question our client 3 times just so I would get the answers we need. Review Source Lizzie H. Integrated Marketing Manager Internet Used the software for: 2+ years ### "Easy to Use and Getting Better Each Day" November 12, 2019 4.0 Pros It's easy to use and intuitive, much like the other Hubspot software modules. It's clean, simple, and the new beta templates are great. I love the drag and drop features as well as the categorical organization. Cons The simplicity has some cons - the editing tools aren't as robust as other Hubspot software, but there are new features being added like anchor capabilities and callouts, so that's been helpful! I hope it continues to expand in its capabilities to be as robust as other knowledge base tools on the market! Reason for choosing HubSpot Service Hub N/A - was not part of decision-making process. Review Source LB Luke B. Customer Success Manager Construction Used the software for: 1-2 years ### "I couldn't live without it!" November 12, 2019 5.0 The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy. Pros I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me. Cons There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved. Review Source Paul S. Senior Strategist Marketing and Advertising Used the software for: 2+ years ### "Great support tools for small to mid-market companies" January 31, 2020 4.0 Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us. Pros Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools. Cons Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub Integration with the rest of HubSpot. Ease of use. Cost. Automation features. Review Source AR Adrian R. Operations Manager Health, Wellness and Fitness Used the software for: 6-12 months ### "Easy to set up and powerful" December 2, 2022 5.0 Overall it's a good option but also quite expensive Pros It's very easy to set up CSAT and NPS surveys. HubSpot has preconfigured surveys to send by email that you can personalize Cons The conversations asigned to an agent can'f be automatically assigned to another agent, which is something I don't understand Review Source Ashlee P. Brand Manager Construction Used the software for: 6-12 months ### "Love the Knowledge Base" November 12, 2019 5.0 I use the Service Hub itself every day and I'm always checking the knowledge base dashboard to see what users are searching for to inform what KB articles to write next. Pros It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint. Cons The URLs that are auto-created based on the title of the article almost always need to be adjusted. Review Source NV Nadia V. Lodge Manager Hospitality Used the software for: 6-12 months ### "User Friendly and Easy to Use" January 13, 2022 5.0 Because we work in shifts, it is good that the same system is flued to use over many properties and many different users. Pros We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly. Cons We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add. Review Source EA Enrico A. Customer Service Manager Information Technology and Services Used the software for: 1-2 years ### " My Expereince With HubSpot Service Hub" February 12, 2024 5.0 Pros We have used this product as a CRM and comes with amazing features and capabilities. It is affordable, easily customizable and very helpful thanks to multiple features. Cons No negative issues with HubSpot Service Hub Review Source JT Julia T. Marketing CRM Coordinator Law Practice Used the software for: 1-2 years ### "HubSpot Service Hub" July 1, 2019 3.0 The service hub allows you to focus on areas that require your expertise, while allowing you to use HubSpot to organize your marketing goals and strategies. They make it so much easier to meet client expectations and stay on top of marketing trends. Pros HubSpot is a user-friendly application that is easy to navigate and with a platform intuitive for users. The service hub makes it a simpler process to connect with clients and follow up ticket tracking. There are three parts to the hub: client feedback, tickets for a help desk experience, and knowledge base to provide resources for clients. Cons It's available only through the upgrade to service professional and not currently available through our Enterprise subscription. Review Source VR Verified Reviewer Engagement Strategist Management Consulting Used the software for: 6-12 months ### "Expensive, clunky, and feature-poor" June 30, 2020 2.0 We chose HubSpot Service Hub because we were already using HubSpot's other products. Using it was a mistake. It was difficult for us to use, lacked necessary features, did not integrate well with our other services, and was way too expensive for what we got. Pros HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals. Cons The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function. Alternatives considered [Trello](https://www.capterra.com/p/211559/Trello/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub Integration with HubSpot itself Review Source AG Abby G. Customer Support Sports Used the software for: 6-12 months ### "Hubspot Service Review" October 16, 2019 4.0 The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc. Pros The live chat is helpful when you have a quick question, and they are very quick to respond! There is also a large knowledge base of articles to access in order to answer common questions. You can also track previous support tickets so you don't lose your conversation. Cons Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on. Switched from [Front](https://www.capterra.com/p/132901/Front/) The ability to track issues, response times etc Review Source HB Helen B. Senior Sales and Marketing Operations Analyst Financial Services Used the software for: 1-2 years ### "Hubspot Service Hub" November 13, 2019 4.0 Easy to customise and make relevant to your business, easy for end users too. Pros Easy to navigate, especially as it has the same set up as the sales hub, making it an easy to implement addition to the tech stack. The fact that it comes with built in tools of inboxes, surveys, and the knowledge base, all with really easy implementation is a bonus as we would otherwise have to procure these externally and integrate them with Hubspot which would be time consuming and out of the box integrations or APIs are not always reliable, and time consuming. Cons Some basic UI could be improved in reporting. j Review Source 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 Talk to a Capterra advisor for free and get results within 15 minutes.