In theory the ticket captures all the communication history with a customer, so the entire team can quickly get up to speed on the issue. We route a few shared email inboxes and website forms into HubSpot service hub to automatically create tickets. Review collected by and hosted on G2.com.
The workflow of moving a support email into the ticket area is extremely common. In HubSpot this generates significant noise. There is no automatic cleanup of the inbound email so you wind up with a copy of the communications in HubSpot inbox as well as in service hub. The service ticket and the inbox thread need to be closed independent of each other. The HubSpot team has long been ignoring for forum requests to rectify this.
There are several critical features for security and automation that are withheld from all product tiers other than enterprise.
We are on the Pro plan for most HubSpot features. Received 90% discount first year, 50% discount the second year and will be paying full price next year. Those discounts have been a big help but our HubSpot expenses are growing much faster than revenue. At this 50% discounted rate, HubSpot is more than twice the expense of our entire technology stack (over 100 services) on Azure. Most things we use on Azure are priced based on actual utilization. For startups, HubSpot pricing based on utilization or profitability would be a more palatable pricing model.
Where HubSpot pricing becomes absolutely abusive is the requirement to upgrade to enterprise level just to achieve SSO and MFA for team members and customers alike. This, in a GDPR world.
Enterprise level is also required for flexible integration with unsupported third-party applications. Lack of Webhook and HTTP calls from workflows and automation is used by HubSpot as bait to force customers into the enterprise tier. This issue can largely be solved externally for a few dollars a month but it really lets you know who your friends are.
Customer portal support is extremely thin, when it should combine a service ticket center in addition to quotations, invoicing, and email notification settings.
Kanban card layout is too inflexible, making it difficult to keep enough properties, visible on deals and support tickets. Review collected by and hosted on G2.com.
Video Reviews
HubSpot Service Hub review!
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Good But In Beta
2,491 out of 2,492 Total Reviews for HubSpot Service Hub
Overall Review Sentiment for HubSpot Service Hub
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I like that I can have visibiilty into all the activities our team is working on without having to ask my collegues about the status of a deal, contact and I can proactively follow up. It's also a great marketing tool, easy to set up lists, create custom fields and automations. It's very easy to implement and use, I like the features which don't require technical/developer knowledge to execute. Love all the integrations that are possible with different apps that save ton of time. When creating an account I love that it autopopulates company information with just the website URL, saving us time on researching information. Review collected by and hosted on G2.com.
There are some features that require upgrades to utilize, I think it's fair but it can become annoying, for example when I want to bulk cleanup duplicates, I'm already on a paid version and I need to upgrade to get that bulk feature. I use Hubspot with three clients as a virtual assistant and run into this upgrade requests frequently. I don't love the report features on the basic version because the reports available are very basic and don't really provide relevant information. There are some fields that don't allow me to create property logic, that aren't supported. Review collected by and hosted on G2.com.
It's hard to connect the areas in the business with the process of the software, it's also our fault that we don't have the process more aligned, but i think that Hubspot could show some success stories, some procedures Review collected by and hosted on G2.com.
The independence of it all, like i talked about in the other question, it's hard to have to define all the processes, the automation, the responsibles, train the people, i would love more of a training, or a consult like one or 2 times a month Review collected by and hosted on G2.com.
I like a lot of things about Service Hub.
I work in a SaaS company and we need to communicate with our customers very often for support.
With the multitude of features that Service Hub offers, we are able to deliver an optimal quality of service to our customers. It is easy to use and configure, we have total autonomy over it.
I was able to work at HubSpot before and I have had nothing but incredible feedback from our customers Review collected by and hosted on G2.com.
Not much to tell the truth.
I'm not mincing my words, but the tool is superb. Review collected by and hosted on G2.com.
I was very reluctant to use Hunspot because I was used to old ways such as spreadsheets and notes. Once I have in and really dove into the service, my work days are a breeze, so much data at my fingertips! At first, it took a minute to figure it all out but when I did, it made my life so much easier! Work days are now so much easier to navigate, tasks, calls, notes and meetings all in one spot! Review collected by and hosted on G2.com.
I have yet to find something I dislike. At first I would say it was not user friendly because I was stuck on the old ways, being from the "old school" and not giving into the changes. The difficulties were all me just not wanting to give in 🤦🏻♀️
One thing to note, I tried several times and all the methods available to upload a screenshot and it never accepted any of my s tee shots. Tried all methods atleast 3 times... Review collected by and hosted on G2.com.
The service hub is a great method of centralizing all customer issues so my team can efficiently track and respond to all concerns. The platform is easy to use once you get the basics down pat, and allows me to assign tasks to my team without back and forth communication. Customers can then track the status of their own tickets, and see what we are working on in real time. Review collected by and hosted on G2.com.
The only prevalent issue so far in the HubSpot Service Hub is sometimes conversations seem to get lost when merging tickets or become more difficult to find. Review collected by and hosted on G2.com.
The customer service is efficiently reactive and helpful, I've had nothing but great experiences chatting with the team and clearing some doubts.
The possibility to personalize the work space according to the needs of the company (add or remove properties, the creation of smart dashboards that give you a nice overview of the created campaigns' KPIs and the suggestions when creating sequences, email templates and workflows is very helpful and much appreciated. Review collected by and hosted on G2.com.
Me and my colleagues have the impression that the UX is constantly changing, which makes it difficult to retain information and organise the creation of new projects. Although not extremely difficult to use, the interface is not exactly the most intuitive, meaning that for newcomers is hard to get a bearing of the main usages of the availables tools.
Integration with other platforms can be very glitchy (ie LinkedIn) and there's not a lot of flexibility dealing with deleted files. For instance, I've been stuck on a sequence for a few days, not being able to figure out how to properly enroll new contacts as that process changed slightly lately and it's become even less intuitive than before. Even with the help of customer support I still can make it work and I'm not able to find an option to purge the linked imports from the system in order to start from scratch as it was recommended. This has had a major imapct in our latest campaign and we do not currently have the time or manpower to focus on finding solutions. Considering the amount of money spent on the tool, it's a shame. Review collected by and hosted on G2.com.
I can keep all the customer related activities, information in one reliable software.
Easy to access and handle all aspect of sales process.
The system built up logically and 100% mirroring the real sales process.
It gives a very great support, I feel that admin in HubSpot is not a burden but a positive activity, which support my sales success, Review collected by and hosted on G2.com.
When I had difficulties with a settings (like plug in mail) the support was not effective, as it was very general.
A human online quick support would have been making easier the challenge. Review collected by and hosted on G2.com.
My favorite feature about HubSpot is Copilot, it helps a lot with rewording, creating emails, etc. I also like how you are able to see if and when a customer opens up an email or how many times they click on it. Review collected by and hosted on G2.com.
The only thing I can think of off hand is that when you add comments to the notes in the inbox, it doesn't translate over to the account. Review collected by and hosted on G2.com.
What I like best about HubSpot Service Hub is creating reports about ticket stats and being able to use HubSpot API to use ticket properties in integrations with outside applications. Review collected by and hosted on G2.com.
What is least helpful about HubSpot is having limited features for using HubSpot for internal team members as compared to using for customers. Review collected by and hosted on G2.com.
I think its awesome that it encompasses all of the customer service teams needs, whether that is managing tickets, monitoring livechat on the website or just top level reporting of all support tickets. Having all of these tools in one place is really helpful to keep teams productive and give them access to the right information to support with support queries, for example. Review collected by and hosted on G2.com.
I wish the knowledge base was available on smaller tiers, but i understand why its been added to the more expensive ones to create an upsell opportunity. Review collected by and hosted on G2.com.
