HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

How easy it was to edit and make changes, the process from writing to publishing was seamless. The Image pool was very useful as I can then transfer my assets to other Users editing or posting their own Knowledge-based posts. That it is a platform that allows multiple users to propagate simultaneously making it easier to delegate tasks to my team.

Not much to be honest as my work with the tool was rudimentary at best, however, as a new user I felt I would have benefited more with custom templates as presets that I can choose from. With tools such as these, I would have prefered to see some external monitoring metrics of the volume and unique hits with basic demographical information to allow me to better curate my future posts.

A Mobile Help desk is imperative in this day in age and with the HubSpot Service Hub, I can have a repository of information that allows users to be better acquainted with the tools that my software ecosystem can provide.

The ease in which you can move tickets without needing to open them, the integration of chat features/notifications into Slack and the automated email sequencing feature.

The inability to forward emails directly from a ticket.

TIme management - Greatly improved via fully customisable automated sequencing

As a loyal HubSpot user, it's great to be able to offer clients a full sales and marketing ecosystem within the same platform

There have been some teething issues I've come across that I believe are down to the emerging nature of the platform - given time, I hope that the HubSpot team can address these.

We work with a large retail client who rely heavily on customer service and visibility over complex ticket pipelines

I like the snippets feature, and that everything is tracked on the company page. It has all the basics you would need for a service hub and is very customizable. I like being able to add categories and tag specific people in the ticket. It is great that everything is tracked with the company page but I find sometimes it clogs up the company page a bit too much if you are getting a lot of tickets from one company. I think there should be another tab for tickets instead of lumping it in with the emails (Activity, notes, calls tasks).

I'm not a huge fan of the interface of hubspot in general and how things are layed out. I'm not exactly sure what it is about it but I find it really hard to navigate and find what I'm looking for. Like I mentioned above I don't like how it mixes emails and tickets into one category on the company page. We've also been having a few issues with our emails not reaching our customers through tickets. I'm not sure if this is an us problem or something to do with Hubspot but it is a huge issue because we don't know if people are ignoring us or not receiving our response.

It will eventually helps us figure out what type of documentation we need to provide to cut down on questions and implementation problems. It will probably also help us fight for hiring another employee to help us out with the volume of tickets. Since switching to Hubspot has definitely helped us keep all communications in one place so that everyone in the company can see any customer problems.

It is convenient to have all the emails organised in the right pipeline as well as communicating with various sources

there are some missing functions, like forwarding

We solve customer queries as well as communicating with other members of staff. It is convenient to organise the origins of the emails as well as being able to sort out the responses. It is able to handle a big variety of information sources other than emails as well.

You get use to it after using it, but I liked Zendesk more for example

Too many clicks to check for tickets and about WhatsApp app conversation broken / not easy to read The layout of WhatsApp messages is horrible Copy and paste is not possible without having to edit many times

Not sure

Tracking, centralization of everything, statuses, and comments

No enough customization options, not enogh flexibility

Everything located in one place so the whole team can access and see

Easy to use and very intuitive compared to other CRMS

Some features are missing that you can find in other CRMS

Adressing customer tickets

Task and filters and mostly everything that makes it easy for me to go and navigate through the entire hubspot

the least thing i like about hubspot service hub is

nothing

The email tracking feature is great Stability of the system The vast majority of the options to scale and scalability in general

The worst mobile app in the world No shortcuts or templates for regular tasks like creation tickets Overall heaviness and corporateness of the platform in comparison to more easy and UI/UX pleasing counterparts

Helps me to do my work

Easy to follow up and organize incoming emails on a large scale

Difficult to find answers to questions, and some common functionality needs are not met

Hubspot allows us to have all emails in one place, and give to designated users. There are also analytics to observe rates of reply, volume, etc

I like that there are excellent tools to collaborate on sales, support tickets, etc.

The platform seems very limited in customizability, leading to frustration in navigation between pages and inconsistent experiences.

helps track tickets.

I like that Hubspot service hub can allow me to create knowledge base articles for my company's customers. I also use the ability to create feedback surveys that can be sent out to customers

I find Hubspot somewhat difficult to use, and not the most user-friendly sometimes. I had to recreate surveys several times because I didn't have the correct permissions to save the survey, and I had to log out and back in and the survey I created was lost, which was very frusturating.

Hubspot is used to track and manage all of our customer success, as a product designer I use Hubspot to look at customer accounts and health scores so I can create better designs

I like all of the features offered within Hubspot but I would like more refinement and details when it comes to the tools offered. I have prev used Zendesk and it is more user-friendly when it comes to management a seamless communication between us and our customers.

It's not as user friendly. It feels as though everything needs to be explained by checking the knowledge base or asking for an expert. There are a ton of options for tools but nothing that directly helps us make it easier to communicate with our customers.

It is helping us communicate with all of our customers for all of our main customer based departments.

I like the unlimited possibilities that comes with Hubspot. We connect with existing customers on many channels. HubSpot helps me with an overview that quickly gives me all needed in information about the customer.

It takes time to learn and set up. There are still some few features that could be better.

Combines information about the customer. So that both information about products, contacts and previously correspondence can be found easier

Hub spot has great features like being able to have a single email address to track issues for many people. I like that it connects to the sales side to make it easy for both sales and support to maintain the same customer database. The automations are pretty good over all, though they did drop the ability to notify new tickets through SMS which my company was using extensively.

Not really deisgned for technical service tickets. No way to "sign in to a ticket and be required to track issues". I am sure this system would be good for general customer service issues, but with no way to track root causes and fixes to issues it really does not work smoothly for multiple technicians.

Hubspot is helping by connecting sales and service so that customers are universal in the system and its very easy to hand off a service ticket to a salesperson when that is appropriate.

The ticketing system! The fact that tickets can be created with different categories, properties, due dates, assigned to different team members, make it a very helpful and efficient way to manage support tickets and onboarding progress.

It's missing some crucial features that we need to outsource to other softwares or complete manually (which isn't ideal - our marketing and sales departments are doing everything in Hubspot and we'd love to as well). These include things like product tours and measuring customer healthscores.

The biggest painpoint that Hubspot Service Hub is solving is our internal support ticket processing with Hubspot's integration capabilities. As our development and product teams use other tools, being able to integrate with these and maintain them in Hubspot allow us to use one software as much as possible.

Not sure only used it to send out a survey - for this feature, it was beneficial.

That you could not add your company logo to the survey

Help sending out customer surveys

I like that we can have differens pipes and the filtering options. Also the automations to move tickets. Really exited to connect our phones and making the phone call from the ticket and having it moved automatically after!

Im not sure if we set it up wrong or if its not optimal for emails, but right now its hard for us to use the service hub. Its hard to find the latest email in a thread when someone replied. We still need to figure out how it works

Its good that we can limit the amount of different tabs we need to use in our daily job, and we get a nice overview of our tickets that we dont have today. Its also nice that the tickets quickly will be associated to our existing contacts.

Easy to reach support Easy to set up workflow Intuitive

Basic facilities not available for ticketing system Unable to cc users Unable to notify people The list goes on

It's been used for marketing and ticketing system

You can see all customer interactions in one place alongside emails, notes, meetings etc

1. Inbox, chat features are very confusing 2. Knowledgebase is very basic and does not allow styling 3. Don't have a support widget you can embed on your website or app

Help desk/support app.

The customer service at HubSpot. They are really professional.

That the slow works very slow when the workload is high.

Having one CRM for customer service, sales and marketing. Earlier we had multiple different systems.

Visually, it looks great. Seems like new features are carefully considered before release, and uptime is really good. Training for all facets of the platform is really thorough as well.

Without hiring a consultant, it's really hard to configure the account to function as you need. During implementation, Hubspot passed us off to a consulting firm that initially said that they understood our setup really well and could help us, but later told us they had never implemented a B2B SaaS company before. Like...What? You can imagine how the configuration must be. I also really, really hate the support automation options around reopening closed tickets and splitting tickets. Specifically, that you can't automatically split tickets. That's a pretty basic feature that any support system catering to B2B customers has.

Not many, to be honest. When something goes so wrongly that I go to vote on other user's ideas, I'm amazed at how many feature requests go on for actual years with either no updates, or "have you tried x obvious unworkable option", or "switch to Freshdesk, they have all of these features. Hubspot clearly focuses on sales and marketing, and I'm really disappointed that we were sold on a complete service feature that is very much incomplete.

It's easy to assign tickets and monitor ticket response time

The user interface for writing emails and responding is not the most user friendly. Emails bounce sometimes. It's hard to follow an email thread bc it duplicates the emails.

Ticket response time.

Formatting emails is relatively simple. The customer support team is very responsive but not especially helpful.

For a modern email platform, the responsivity on mobile is very disappointing. As a user, I expect to easily add an email signature and be able to drop in high-resolution social icons. That is currently not the case.

Templating helps us edit emails quickly and efficiently. The chat for internal teams is a helpful feature that helps us make decisions quickly. The preview feature for sending test emails is great.

I like how I can edit my views and the ability to drag and drop. It is convenient to work with when finishing tasks, and the pipelines are well established to organize ticket information.

It is more complicated to create an individual group. For example, while I work in Tier 1, I have personalized tickets that we cannot simply put into a different pipeline as we need others to view them but they tend to get lost in the cluster.

We solve service tickets for software ranging from onboarding, software errors, and requests for service with an open report while using our software.

Everything is all in one place. All team members from customer-facing departments can operate from the one system, and all customer channels can be linked to appropriate inboxes which can be shared between teams (or other inboxes).

The implementation was PAINFUL. The Hubspot CS's didn't really understand best use cases of Conversations with Tickets and found it hard to communicate best practice (or even the options available). It's a new concept but it has a long wau to go in terms of support and implementation assistance.

All customer facing team members working from the one place and one consolidated view of the customer. Benefits of this is better enabling our staff to provide incredible service because all the information about the customer is right in front of them.

chatbot, CRM workflow, support team , response time

need more experience in ticketing system , SLA calculation and SLA reports

manage organization in KB

HubSpot is a simple customer service solution that can provide basic functionality for any organization.

HubSpot service hub is only the bare bones of what a Customer Service platform needs to be. It doesn't do nearly all it needs to for really guiding customers to a successful outcome. It's very basic and won't last you long.

Ticketing and communicating bugs to our tech team is huge. The benefit of creating a ticket and having it appear on a Customer Support Engineer's ClickUp board streamlines support.

1. Automated Followups on the CES survey responses. 2. Email delivery/read receipt 3. Contact timeline re-direction on the tickets

1. Lack of mobile SDKs for chat/email & help center 2. Ticket merge takes 30 mins. 3. Assignee level data is not available without a workflow 4. Can't set agent limits on chat

We are trying to take care of inbound support queries via Email, Chat, Help center, etc. The only benefit we see is that an agent can directly view the contact timeline directly from the agent ticket UI.