Freshservice vs Freshdesk vs HubSpot Service Hub
Overview
Freshservice
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
HubSpot Service Hub
Service Hub is a new software solution created by HubSpot which is concentrated on business workflow management for improving customer experience and general satisfaction level. Th...e platform contains a set of advanced tools which can help any support team automate a big part of their workflow while understanding and improving relationships with customers.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
HubSpot Service Hub
- HubSpot Service Hub Free $0
- HubSpot Service Hub Starter $15
- HubSpot Service Hub Starter Customer Platform $15
- HubSpot Service Hub Professional $90
- Free trial
Feature comparison
Freshservice
5.9/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Canned forms
- Contextual Workspaces
- Email signatures
- Macros
- Restricted conversation views
- Session replay
- Skills-based routing
- Summary app
- To-dos
- Email scheduling
- Interaction History (Ticket activities)
5/10
- Linked tickets
- Parent-child ticketing
- Collaboration
- Contextual collaboration with Freshconnect
10/10
- Asset Relationship Mapping
- ITSM Process Integration
5/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
- Customer Lists
- Net Promoter Score® Surveys (Feedback)
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- SLA reporting
- Ticket sharing
8.6/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
10/10
- Change Management
- Problem Management
- Release Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
5.6/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
- 301 Redirection
- Help Center insights
8/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- HubSpot Integration
- Custom objects
1.1/10
- MSP
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
6.7/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
8.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- SSL encryption
- Two-Factor Authentication
3.6/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Multibrand Support
- Phone Support (in English)
- Twitter
- Customer Success Manager
- Guidance Program
- Professional Services
6.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Outgoing SMTP settings
- Sort ticket conversations
- Split tickets
- Ticket export
- Undo send
8.2/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Freshdesk
9.3/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Canned forms
- Contextual Workspaces
- Email signatures
- Macros
- Restricted conversation views
- Session replay
- Skills-based routing
- Summary app
- To-dos
- Email scheduling
- Interaction History (Ticket activities)
10/10
- Linked tickets
- Parent-child ticketing
- Collaboration
- Contextual collaboration with Freshconnect
0/10
- Asset Relationship Mapping
- ITSM Process Integration
8.6/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
- Customer Lists
- Net Promoter Score® Surveys (Feedback)
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- SLA reporting
- Ticket sharing
5.7/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
6.7/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
- 301 Redirection
- Help Center insights
9.3/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- HubSpot Integration
- Custom objects
0/10
- MSP
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
8.9/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
7.8/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- SSL encryption
- Two-Factor Authentication
7.9/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Multibrand Support
- Phone Support (in English)
- Twitter
- Customer Success Manager
- Guidance Program
- Professional Services
10/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Outgoing SMTP settings
- Sort ticket conversations
- Split tickets
- Ticket export
- Undo send
8.2/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
HubSpot Service Hub
6.9/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Canned forms
- Contextual Workspaces
- Email signatures
- Macros
- Restricted conversation views
- Session replay
- Skills-based routing
- Summary app
- To-dos
- Email scheduling
- Interaction History (Ticket activities)
0/10
- Linked tickets
- Parent-child ticketing
- Collaboration
- Contextual collaboration with Freshconnect
0/10
- Asset Relationship Mapping
- ITSM Process Integration
8.6/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
- Customer Lists
- Net Promoter Score® Surveys (Feedback)
7.8/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- SLA reporting
- Ticket sharing
1.4/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
1/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
7.8/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
- 301 Redirection
- Help Center insights
8.7/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- HubSpot Integration
- Custom objects
8.9/10
- MSP
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
7.2/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
4.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- SSL encryption
- Two-Factor Authentication
7.9/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Multibrand Support
- Phone Support (in English)
- Twitter
- Customer Success Manager
- Guidance Program
- Professional Services
6/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Outgoing SMTP settings
- Sort ticket conversations
- Split tickets
- Ticket export
- Undo send
4.5/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Reviews
Freshservice
5 of 5
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
Freshdesk
4 of 5
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
4 of 5
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
5 of 5
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...
HubSpot Service Hub
5 of 5
The ability to see and have everything on a single dashboard makes it simpler to overlook, understand and manage all the data we have. ...
4 of 5
In HubSpot Service Hub I like the ability to see the metrics considering how many times the particular email was opened, the number of ...
4 of 5
The best thing is that this tool is user-friendly and has a social media-like interface. So, it was very simple for literally everyone ...