HubSpot Service Hub vs Freshdesk vs Help Scout
Overview
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
Freshdesk
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
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
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
HubSpot Service Hub
- HubSpot Service Hub Free $0
- HubSpot Service Hub Starter $50
- HubSpot Service Hub Professional $400
- HubSpot Service Hub Enterprise $1,200
- Free trial not available
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial not available
Help Scout
- Help Scout Standard $25
- Help Scout Plus $50
- Help Scout Company $65
—
- Free trial not available
Feature comparison
HubSpot Service Hub
6.7/10
- Add reminders on to-dos
- Auto Bcc
- Bulk actions
- Canned forms
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email scheduling
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- To-dos
- Agent collision prevention
- Contextual Workspaces
- Multilingual (Multiple) content
- Occasional agents
- Session replay
- Shared canned responses
- Summary app
- Tags
- Traffic cop
- Responsive, mobile-friendly Help Center
8.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Customer journey
- Identify contacts using external ID
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
- Round robin ticket assignment
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Dynamic ticket forms
- SLA reporting
- Ticket sharing
2.5/10
- Task Management
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
10/10
- Purchase Order (PO) Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7.8/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
8.7/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- HubSpot Integration
7.3/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
6.8/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Advanced Insights
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
- Ticket lifecycle report
- User-specific reporting
4.2/10
- Audit logs
- Custom email servers
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- GDPR compliance
- Log in with Google
- Privacy Shield and Safe Harbor compliant
- Single sign-on (SSO) for web and mobile
- Two-Factor Authentication
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Custom SSL certificates (default free)
- Data center location
- Domain Whitelisting
- Encryption: data at rest and in motion
- Network access restriction (IP Whitelisting)
- Single sign on with SAML
- SPF(Sender Policy Framework)
- SSL encryption
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- PCI compliance (Level 1)
7.9/10
- Calling
- Chat Support (in English)
- Customer Success Manager
- Email Support
- Facebook
- Guidance Program
- Live chat
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
- Twitter
6/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Watch tickets
- Annotated image attachments
- Assume identity
- Public and private notes in tickets
- Sort ticket conversations
- Split tickets
- Ticket templates
- Time tracking
- Undo send
4.5/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Announcements
- Automatic sitemap generation
- Backup
- Printer-friendly
- Voicemail integration
- Date comparisons
0/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
Freshdesk
9/10
- Add reminders on to-dos
- Auto Bcc
- Bulk actions
- Canned forms
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email scheduling
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- To-dos
- Agent collision prevention
- Contextual Workspaces
- Multilingual (Multiple) content
- Occasional agents
- Session replay
- Shared canned responses
- Summary app
- Tags
- Traffic cop
- Responsive, mobile-friendly Help Center
8.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Customer journey
- Identify contacts using external ID
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
- Round robin ticket assignment
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Dynamic ticket forms
- SLA reporting
- Ticket sharing
10/10
- Task Management
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
0/10
- Purchase Order (PO) Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
6.7/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
9.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- HubSpot Integration
0/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
8.4/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Advanced Insights
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
- Ticket lifecycle report
- User-specific reporting
7.5/10
- Audit logs
- Custom email servers
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- GDPR compliance
- Log in with Google
- Privacy Shield and Safe Harbor compliant
- Single sign-on (SSO) for web and mobile
- Two-Factor Authentication
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Custom SSL certificates (default free)
- Data center location
- Domain Whitelisting
- Encryption: data at rest and in motion
- Network access restriction (IP Whitelisting)
- Single sign on with SAML
- SPF(Sender Policy Framework)
- SSL encryption
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- PCI compliance (Level 1)
7.9/10
- Calling
- Chat Support (in English)
- Customer Success Manager
- Email Support
- Facebook
- Guidance Program
- Live chat
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
- Twitter
10/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Watch tickets
- Annotated image attachments
- Assume identity
- Public and private notes in tickets
- Sort ticket conversations
- Split tickets
- Ticket templates
- Time tracking
- Undo send
8.2/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Announcements
- Automatic sitemap generation
- Backup
- Printer-friendly
- Voicemail integration
- Date comparisons
10/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
Help Scout
6/10
- Add reminders on to-dos
- Auto Bcc
- Bulk actions
- Canned forms
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email scheduling
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- To-dos
- Agent collision prevention
- Contextual Workspaces
- Multilingual (Multiple) content
- Occasional agents
- Session replay
- Shared canned responses
- Summary app
- Tags
- Traffic cop
- Responsive, mobile-friendly Help Center
4.3/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Customer journey
- Identify contacts using external ID
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
- Round robin ticket assignment
4.5/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Dynamic ticket forms
- SLA reporting
- Ticket sharing
2.5/10
- Task Management
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
0/10
- Purchase Order (PO) Management
7.1/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7.8/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
7.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- HubSpot Integration
3.6/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
5.3/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Advanced Insights
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
- Ticket lifecycle report
- User-specific reporting
7.9/10
- Audit logs
- Custom email servers
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- GDPR compliance
- Log in with Google
- Privacy Shield and Safe Harbor compliant
- Single sign-on (SSO) for web and mobile
- Two-Factor Authentication
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Custom SSL certificates (default free)
- Data center location
- Domain Whitelisting
- Encryption: data at rest and in motion
- Network access restriction (IP Whitelisting)
- Single sign on with SAML
- SPF(Sender Policy Framework)
- SSL encryption
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- PCI compliance (Level 1)
2.9/10
- Calling
- Chat Support (in English)
- Customer Success Manager
- Email Support
- Facebook
- Guidance Program
- Live chat
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
- Twitter
3.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Watch tickets
- Annotated image attachments
- Assume identity
- Public and private notes in tickets
- Sort ticket conversations
- Split tickets
- Ticket templates
- Time tracking
- Undo send
6.4/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Announcements
- Automatic sitemap generation
- Backup
- Printer-friendly
- Voicemail integration
- Date comparisons
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
Reviews
HubSpot Service Hub
5 of 5 December 11, 2018
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 June 1, 2018
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 March 29, 2018
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 ...
Freshdesk
4 of 5 March 28, 2019
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 March 28, 2019
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 March 18, 2019
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...
Help Scout
4 of 5 December 10, 2020
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5 December 8, 2020
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5 December 8, 2020
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...