HubSpot Service Hub

Freshdesk

HubSpot Service Hub

Agent efficiency

  • 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

Customer relationship management

  • 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

Help desk automation

  • 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

Help desk management

  • 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

Incident Management

  • Task Management
  • Auto-suggest Solutions
  • Form templates
  • Multiple SLA Policies

IT Asset Management (ITAM)

  • Purchase Order (PO) Management

KB Customization

  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • FreshThemes gallery
  • Public portal customization

Knowledge base management

  • 301 Redirection
  • Community forums
  • Help Center insights
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • Internal Help Center
  • SEO

Platform Integration

  • 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

Platform Specific

  • 1:1 video creation & hosting
  • Call transcription
  • Documents
  • Email sequences
  • Goals
  • Open tracking
  • Playbooks
  • Sequence queues

Reporting & analytics

  • 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

Security

  • 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

Support for organizations

  • 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

Ticket management

  • 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

Uncategorized

  • Community forums
  • Facebook in-sync app
  • Multiple currencies
  • Notifications
  • Unlimited End Users
  • Announcements
  • Automatic sitemap generation
  • Backup
  • Printer-friendly
  • Voicemail integration

Collaboration

  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

Freshdesk

Agent efficiency

  • 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

Customer relationship management

  • 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

Help desk automation

  • 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

Help desk management

  • 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

Incident Management

  • Task Management
  • Auto-suggest Solutions
  • Form templates
  • Multiple SLA Policies

IT Asset Management (ITAM)

  • Purchase Order (PO) Management

KB Customization

  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • FreshThemes gallery
  • Public portal customization

Knowledge base management

  • 301 Redirection
  • Community forums
  • Help Center insights
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • Internal Help Center
  • SEO

Platform Integration

  • 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

Platform Specific

  • 1:1 video creation & hosting
  • Call transcription
  • Documents
  • Email sequences
  • Goals
  • Open tracking
  • Playbooks
  • Sequence queues

Reporting & analytics

  • 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

Security

  • 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

Support for organizations

  • 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

Ticket management

  • 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

Uncategorized

  • Community forums
  • Facebook in-sync app
  • Multiple currencies
  • Notifications
  • Unlimited End Users
  • Announcements
  • Automatic sitemap generation
  • Backup
  • Printer-friendly
  • Voicemail integration

Collaboration

  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing
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