# HubSpot Service Hub Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is HubSpot Service Hub the right Customer Success 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 # Reviews of HubSpot Service Hub Ease of use 4.4 Customer Service 4.5 ## Pros and Cons in Reviews 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 Mai M Managing DirectorHospitality, 11 - 50 employeesUsed the software for: 6-12 months. “Our team uses HubSpot daily so it's critical that we maximize all its services.“ March 26, 2026 EB Elizabeth B customer service supervisorMedical Devices, 11 - 50 employeesUsed the software for: 1-2 years. “Overall I didn't care for it from the start it has a messy like home station and has too much going on.“ April 23, 2025 ## Showing most helpful reviews Showing 1-25 of 189 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 , 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 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 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 . 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 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. 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 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 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 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 SG Stephanie G. Customer Support Manager Marketing and Advertising Used the software for: I used a free trial ### "Great Customer Service Hub" June 25, 2025 4.0 is a strong customer service platform, especially because we use other HubSpot tools. Pros is user-friendly, Pretty seamless integration with other HubSpot tools and the live chat feature is easy to set up and efficient for real time customer support. Cons A little pricy for a smaller business, as well as at times slow loading times for the dashboard functions Review Source TM Tina M. Installation Manager Construction Used the software for: 6-12 months ### "HubSpot is the Spot!" February 6, 2025 4.0 My overall experience is great. I would definitely recommend this to many other companies. It made tracking leads so much smoother. Pros The part I liked most about HubSpot is how much assistance they provide to new customers learning the system. It made onboarding a breeze. Cons I didnt like how much automation had to be done to make everything work the way we needed to. Honestly it was expected though. Switched from [JobNimbus](https://www.capterra.com/p/126797/JobNimbus/) Needed something that had better analytics Review Source RH Rachel H. Customer Success Advisor Computer Software Used the software for: Less than 6 months ### "Good Overall, Can be Overwhelming/Cluttered, Still Improving" December 3, 2019 4.0 We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub. Pros The ticketing side of is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further. Cons The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team). Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) We wanted to have all customer interaction and the buyer journey appear in one central place and have more CRM functionality integrated with our support desk. Review Source MS Mandi S. IT Support Manager Information Technology and Services Used the software for: Less than 6 months ### "Service Hub needs to be further developed" October 22, 2019 4.0 Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers. Pros I like the built in reports and default properties that minimized set up time. Cons I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub For the complex automation and integrations we wanted Hubspot was the best choice. Review Source SB Sheldon B. CEO/Founder Financial Services Used the software for: 6-12 months ### "Good, but prefer more value" May 24, 2022 4.0 The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider. Pros The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations. Cons The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HubSpot Service Hub Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk. Review Source MHS Mohammed Hareez S. Customer Success representative Financial Services Used the software for: 6-12 months ### "HubSpot Service Hub experience" February 14, 2025 5.0 My overall experience with is good Pros is the best CRM service we ever used Cons the least we like about this is its bit unorganized 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 AV ASHLEY V. Office Manager Information Technology and Services Used the software for: Less than 6 months ### "Seamless platform" December 23, 2024 4.0 I really enjoy using HubSpot, it is a great platform to unify different teams. Pros I liked how easy it was to monitor our employees contacts and activities. Cons Had to watch a few videos on how to get started. Review Source VR Verified Reviewer Director Marketing and Advertising Used the software for: 1-2 years ### "Very Useful Tool" June 12, 2024 5.0 Very useful for managing day to day service Pros It covers all my needs to support my clients communications Cons Not so straight forward to set up but once you get it, it works great. Review Source CB Consie B. Business Development Executive and Sales Coordinator Building Materials Used the software for: 2+ years ### "Ticketing" April 28, 2020 5.0 Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this. Pros I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team. Cons Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast. Reason for choosing HubSpot Service Hub We chose HubSpot over against this as it was transparent and it had the ability to track everything, whilst integrate other systems and platforms such as outlook 365 and Epcior. We havent linked up with Epicor yet as we are not sure what this would lead to or if it would be worth it. But the integration was a big thing a long with the accountability of each team players responsibility. Review Source Vie B. Customer Service Specialist Logistics and Supply Chain Used the software for: 1-2 years ### "HubSpot for Customer Success" September 13, 2022 5.0 its a wonderil tool to use as a large enterprise or a small startup Pros Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales Cons a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing Switched from [Basecamp](https://www.capterra.com/p/56808/Basecamp/) more feauture and functionalities Review Source Jon U. Head of Customer Success Computer Software Used the software for: 6-12 months ### "Is great to have it all together in one place" November 13, 2019 4.0 It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients. Pros The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare. Cons As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window. Review Source VR Verified Reviewer Director of Marketing Operations Information Technology and Services Used the software for: 2+ years ### "Easy to use Live Chat System" October 31, 2023 4.0 Pros \- easy to set up - easy to use - easy to implement - easy to edit / add users Cons the only con is that it would be great to enable a form before connecting the user to a sales rep Review Source AP Arielle P. Business Development Information Technology and Services Used the software for: 1-2 years ### "Reviewing HubSpot Service Hub" September 21, 2023 5.0 overall is user friendly and makes it easy to organize your calls and tickets.. Pros The ticketing system makes it easy for you to organize and track customer calls, issues, and service requests. Tickets can also easily be assigned, prioritized, and categorized. Cons I have encountered some emails not being delivered, which has affected my email outreach in the past. I've also had some difficulties with integrating other applications. Review Source VR Verified Reviewer Head of Product Telecommunications Used the software for: Less than 6 months ### "Easy to Use, Great for Starting Out" October 22, 2019 5.0 We're a pretty small company and it is easy to get overwhelmed by the demands of starting and growing a business from scratch. It is nice to have Service Hub as an 'add-on' for the CRM, Marketing automation and other features HubSpot offers as part of its full suite of tools. It has made it very easy for us to quickly add a "support portal" to our website, and it has helped our customers get answers to their most-asked questions more quickly than they could by just emailing our support team. Pros Using the is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful. Cons While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal. 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.