--- title: "HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is HubSpot Service Hub the right Customer Service solution for you? Explore 193 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/" page_type: "reviews" language: "en" --- HubSpot Service Hub 4.4 (193) [View alternatives](https://www.capterra.com/p/182476/HubSpot-Service-Hub/alternatives/) 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 September 29th, 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 193 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 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 EA Estrella A. Software Engineer Computer Software Used the software for: 2+ years ### "HubSpot Service Hub: Great for Onboarding, Pricey for Light Users" July 28, 2026 4.0 Over 2 years, it’s been a solid hub for client onboarding slides, task management, and tracking overall customer health. While support and chat workflows can lag, it offers good value for money by aligning client data in one platform. Pros It centralizes our onboarding playbooks, slide decks, and client tracking in one place. Having our ticket management and customer data connected directly to our CRM makes handoffs smooth and gives us a clear view of task progress. Cons The pricing feels high for lightweight internal users. The live chat setup and customer support ticket resolutions can be slow, while navigating security permissions and workspace settings feels unnecessarily complex for quick check-ins. 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 ND Nigel D. cco Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Outstanding Customer Service Platform That Improves Efficiency and Customer Experience" September 17, 2026 5.0 My overall experience with HubSpot Service Hub has been very positive. The platform has helped improve efficiency, track customer interactions more effectively, and streamline support processes. Its ease of use allows team members to become productive quickly, while the automation and reporting tools help management monitor performance and identify opportunities for improvement. The system is reliable, scalable, and well suited for organizations seeking to enhance customer service delivery and provide a better customer experience. Pros HubSpot Service Hub provides an intuitive and user-friendly platform that makes it easy to manage customer interactions, support tickets, and communications in one centralized location. The ticket management system is well organized, automation features reduce manual work, and the reporting tools provide valuable insights into service performance. The integration with other HubSpot products creates a seamless workflow across customer service, sales, and marketing teams. Customer support resources and training materials are also comprehensive and easy to access. Cons Some advanced features and customizations can become costly as your organization grows. Reporting capabilities are strong, but certain specialized reports may require additional configuration. There can also be a learning curve when implementing more complex automations or workflows. 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 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 KC Kaycee C. Senior marketing executive Leisure, Travel & Tourism Used the software for: 6-12 months ### "Great tool for a small company" September 8, 2026 5.0 Pros It’s a good live chat function that integrates with the hubspot marketing tool. Can easily assign tasks to teammates without extra communication needed. Cons You need to learn how to use it as it’s not a no brainer tool but it’s okay to take time to learn from the online help platform from hubspot. 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 LC Laci C. Project Manager Internet Used the software for: 1-2 years ### "A Great Platform that is Only Getting Better" October 25, 2019 5.0 Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year. Pros Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past. Cons The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month. Reason for choosing HubSpot Service Hub I was not involved in this decision or thought process. Switched from [Keap](https://www.capterra.com/p/76390/Infusionsoft/) I was not involved in this decision or thought process. 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 Hubspot Service Hub 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/)[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. 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 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. 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 JL Jill L. HR Manager Construction Used the software for: I used a free trial ### "High price" October 15, 2025 4.0 I like the ease of the use of the chat. However, I do not like the price and will not continue with it. Pros Love that it is an all-in-one platform for sales and customer service. Easy to use. The academy is nice feature to have to look up and learn new things. Cons I do not like the 12-month plan and limited free access. The price is very high compared to other chats. 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 IV Ismael V. Sales Health, Wellness and Fitness Used the software for: Less than 6 months ### "Amazing tool for Contacts to keep everything updated" May 6, 2025 5.0 Pros I really like that you can set up meetings and it will send reminders to the people. Cons I think it can have a better look. It looks like its not updated. 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 EB Erinn B. Client Service Specialist II Accounting Used the software for: 1-2 years ### "HubSpot is great overall!! " September 16, 2024 5.0 My overall experience with HubSpot is that it is a great way to have all client communication details in one spot. Along with marketing emails and sales as well as service tools all in once place and the CRM software is free Pros What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name. It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications. It makes it easy to see what has already been talked about, etc.. Cons My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up. 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, HubSpot Service Hub 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 HubSpot Service Hub 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 HubSpot Service Hub 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 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 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 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 HubSpot Service Hub 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 Similar Products Featured ## 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.