HubSpot Service Hub vs Help Scout vs Freshservice

HubSpot Service Hub Logo

HubSpot Service Hub

5 reviews
Help Scout Logo

Help Scout

21 reviews
Freshservice Logo

Freshservice

7 reviews
description

Overview

HubSpot Service Hub Logo 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
Help Scout Logo 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
Freshservice Logo 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
attach_money

Pricing

HubSpot Service Hub Logo 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
Help Scout Logo Help Scout
  • Help Scout Standard $22
  • Help Scout Plus $44
  • Help Scout Pro $65
  • Free trial
Freshservice Logo Freshservice
  • Freshservice Starter $19
  • Freshservice Growth $49
  • Freshservice Pro $95
  • Freshservice Enterprise $119
  • Free trial
featured_video

Feature comparison

HubSpot Service Hub Logo HubSpot Service Hub

7.4/10
  • 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
  • Multilingual (Multiple) content
  • Responsive, mobile-friendly Help Center
  • Shared canned responses
  • Tags
  • Traffic cop
  • Occasional agents

10/10
  • 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

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

8/10
  • 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
  • Ticket sharing
  • Dynamic ticket forms

1.7/10
  • Task Management
  • Auto-suggest Solutions
  • Approval Workflows
  • Customize Incident Lifecycle
  • Multiple SLA Policies
  • Service Catalog

1/10
  • Purchase Order (PO) Management
  • Asset Auto-discovery
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • QR and Barcode Asset Scanner
  • Risk Management
  • Software Asset Management
  • Software License 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
  • HubSpot Integration
  • Gamification

6.7/10
  • 1:1 video creation & hosting
  • Call transcription
  • Documents
  • Email sequences
  • Goals
  • Open tracking
  • Playbooks
  • Sequence queues
  • Beacon builder
  • Javascript API
  • Update conversations remotely
  • MSP

7.2/10
  • 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
  • Google Analytics for Help Center
  • User-specific reporting
  • Schedule Data Export
  • Schedule Reports
  • Ticket lifecycle report

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
  • Business rules analysis
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Independently Tested
  • Network access restriction (IP Whitelisting)
  • PCI compliance (Level 1)
  • Single sign on with SAML
  • SPF(Sender Policy Framework)
  • SSL encryption
  • Advanced password policy for agents and customers
  • Custom SSL certificates (default free)
  • Data center location

8.5/10
  • 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

8/10
  • 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
  • Public and private notes in tickets
  • Ticket templates
  • Time tracking

4.2/10
  • Community forums
  • Facebook in-sync app
  • Multiple currencies
  • Notifications
  • Unlimited End Users
  • Automatic sitemap generation
  • Backup
  • Date comparisons
  • Printer-friendly
  • Voicemail integration
  • Announcements
  • Project Management

0/10
  • Collaboration
  • Linked tickets
  • Parent-child ticketing

0/10
  • Asset Relationship Mapping
  • ITSM Process Integration

0/10
  • Change Management
  • Problem Management
  • Release Management
Help Scout Logo Help Scout

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
  • Multilingual (Multiple) content
  • Responsive, mobile-friendly Help Center
  • Shared canned responses
  • Tags
  • Traffic cop
  • Occasional agents

5/10
  • 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

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

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
  • Ticket sharing
  • Dynamic ticket forms

1.7/10
  • Task Management
  • Auto-suggest Solutions
  • Approval Workflows
  • Customize Incident Lifecycle
  • Multiple SLA Policies
  • Service Catalog

0/10
  • Purchase Order (PO) Management
  • Asset Auto-discovery
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • QR and Barcode Asset Scanner
  • Risk Management
  • Software Asset Management
  • Software License 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
  • HubSpot Integration
  • Gamification

3.3/10
  • 1:1 video creation & hosting
  • Call transcription
  • Documents
  • Email sequences
  • Goals
  • Open tracking
  • Playbooks
  • Sequence queues
  • Beacon builder
  • Javascript API
  • Update conversations remotely
  • MSP

5.6/10
  • 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
  • Google Analytics for Help Center
  • User-specific reporting
  • Schedule Data Export
  • Schedule Reports
  • Ticket lifecycle report

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
  • Business rules analysis
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Independently Tested
  • Network access restriction (IP Whitelisting)
  • PCI compliance (Level 1)
  • Single sign on with SAML
  • SPF(Sender Policy Framework)
  • SSL encryption
  • Advanced password policy for agents and customers
  • Custom SSL certificates (default free)
  • Data center location

3.1/10
  • 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

4.7/10
  • 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
  • Public and private notes in tickets
  • Ticket templates
  • Time tracking

5.8/10
  • Community forums
  • Facebook in-sync app
  • Multiple currencies
  • Notifications
  • Unlimited End Users
  • Automatic sitemap generation
  • Backup
  • Date comparisons
  • Printer-friendly
  • Voicemail integration
  • Announcements
  • Project Management

3.3/10
  • Collaboration
  • Linked tickets
  • Parent-child ticketing

0/10
  • Asset Relationship Mapping
  • ITSM Process Integration

0/10
  • Change Management
  • Problem Management
  • Release Management
Freshservice Logo Freshservice

6.3/10
  • 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
  • Multilingual (Multiple) content
  • Responsive, mobile-friendly Help Center
  • Shared canned responses
  • Tags
  • Traffic cop
  • Occasional agents

5.8/10
  • 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

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

8/10
  • 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
  • Ticket sharing
  • Dynamic ticket forms

10/10
  • Task Management
  • Auto-suggest Solutions
  • Approval Workflows
  • Customize Incident Lifecycle
  • Multiple SLA Policies
  • Service Catalog

10/10
  • Purchase Order (PO) Management
  • Asset Auto-discovery
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • QR and Barcode Asset Scanner
  • Risk Management
  • Software Asset Management
  • Software License Management

5.7/10
  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • FreshThemes gallery
  • Public portal customization

5.6/10
  • 301 Redirection
  • Community forums
  • Help Center insights
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • Internal Help Center
  • SEO

8/10
  • 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
  • HubSpot Integration
  • Gamification

0.8/10
  • 1:1 video creation & hosting
  • Call transcription
  • Documents
  • Email sequences
  • Goals
  • Open tracking
  • Playbooks
  • Sequence queues
  • Beacon builder
  • Javascript API
  • Update conversations remotely
  • MSP

6.7/10
  • 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
  • Google Analytics for Help Center
  • User-specific reporting
  • Schedule Data Export
  • Schedule Reports
  • Ticket lifecycle report

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
  • Business rules analysis
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Independently Tested
  • Network access restriction (IP Whitelisting)
  • PCI compliance (Level 1)
  • Single sign on with SAML
  • SPF(Sender Policy Framework)
  • SSL encryption
  • Advanced password policy for agents and customers
  • Custom SSL certificates (default free)
  • Data center location

3.8/10
  • 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

8.7/10
  • 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
  • Public and private notes in tickets
  • Ticket templates
  • Time tracking

7.5/10
  • Community forums
  • Facebook in-sync app
  • Multiple currencies
  • Notifications
  • Unlimited End Users
  • Automatic sitemap generation
  • Backup
  • Date comparisons
  • Printer-friendly
  • Voicemail integration
  • Announcements
  • Project Management

6.7/10
  • Collaboration
  • Linked tickets
  • Parent-child ticketing

10/10
  • Asset Relationship Mapping
  • ITSM Process Integration

10/10
  • Change Management
  • Problem Management
  • Release Management
reviews

Reviews

HubSpot Service Hub Logo 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. ...
Review avatar of Ana B
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 ...
Review avatar of Sasha W.
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 ...
Review avatar of Carlo Raphael P
Help Scout Logo Help Scout
4 of 5
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...
Review avatar of Dorothy
3 of 5
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
Review avatar of Charles
5 of 5
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...
Review avatar of Margaret
Freshservice Logo 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...
Review avatar of Edwin
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...
Review avatar of James R
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
Review avatar of Service Desk Manager