Its user-friendly interface and intuitive design. Compared to other platforms I have used—like Insightly and even Salesforce—HubSpot is significantly easier to navigate and doesn’t require extensive training to get started. Features like ticket tracking, shared inboxes, and automated workflows are easy to set up and use effectively, even for team members without a technical background - this simplicity has made onboarding smoother. Review collected by and hosted on G2.com.

One challenge I have encountered is HubSpot’s tendency to create duplicate contacts, especially when a contact uses multiple email addresses. Since HubSpot primarily identifies contacts by email, this can lead to fragmented records that mimic the original contact. It would be helpful to have more flexible or intelligent deduplication features that consolidate contacts based on name, phone number, or company in addition to email. Review collected by and hosted on G2.com.

The ability to use AI to write articles in the Knowledge Base are very helpful! Review collected by and hosted on G2.com.

There is still no easy way to print an article from the Knowledge Base. Review collected by and hosted on G2.com.

As someone who works directly with customers handling machine repairs and ongoing service communications, I can confidently say that HubSpot’s Service Hub has made my job significantly easier and more efficient.

Before using HubSpot, tracking customer issues, logging repair progress, and staying on top of email conversations often involved bouncing between spreadsheets, inboxes, and various internal tools. It was easy for things to fall through the cracks. Now, with Service Hub, everything is centralized, transparent, and easy to access. Review collected by and hosted on G2.com.

One drawback of using HubSpot is that certain advanced features—like deeper automation, custom reporting, or integrations—often require higher-tier (and more expensive) subscriptions. Additionally, the platform can feel overwhelming at first due to the number of tools and settings, especially for smaller teams without dedicated technical support. Review collected by and hosted on G2.com.

I like HubSpot Service Hub for its ease of use and intuitiveness. It manages tickets well and is great for team collaboration. The initial setup was very quick and easy, and the training was amazing. Review collected by and hosted on G2.com.

Third party software integrations is a dealbreaker for us. The reporting is also poorly designed. Review collected by and hosted on G2.com.

There isn't anything new at this time that has come out. Review collected by and hosted on G2.com.

Continue streamlining and refining to ensure a smooth experience. Review collected by and hosted on G2.com.

Great integration options. Ez market email management. Review collected by and hosted on G2.com.

Admin settings navigation could still use improvement but overall gotten used to it. Review collected by and hosted on G2.com.

I like the UI improvements they've made over time - especially on the Tickets page. They've made it prettier, and clearer to understand. Review collected by and hosted on G2.com.

Nothing major, really. I would like to have the option to customize the signature when replying to emails from the Inbox page. Review collected by and hosted on G2.com.

I like the Priority field that helps prioritize requests Review collected by and hosted on G2.com.

The system erroneously associates Deals with Tickets. Review collected by and hosted on G2.com.

HubSpot makes it easy to see all communication that you / anyone from your organization has had with a contact. It is great when going back to look for information on an issue or just to refresh your memory on a previous conversation. The platform also offers great features to help prioritize your day such as setting tasks and reminders for follow ups. It is a great way to have everything in one place and increase visability among organizations versus across different platforms. Review collected by and hosted on G2.com.

One downside is the process to find what your looking for on a customers contact page can be confusing and lengthy. Review collected by and hosted on G2.com.

What I like best about HubSpot Service Hub is how effortlessly it brings together ticketing, live chat, and a knowledge base in one platform. The automation tools save a lot of manual effort, and it’s incredibly easy to track and respond to customer issues in real time. It’s streamlined our support workflow and improved response times. Review collected by and hosted on G2.com.

What I dislike about HubSpot Service Hub is that some of the most valuable features—like advanced reporting, custom workflows, and SLAs—are only available in the higher-tier plans, which can get pricey. Also, while the interface is user-friendly, deeper customizations can feel limited or require technical workarounds. Review collected by and hosted on G2.com.