HubSpot Service Hub vs Help Scout vs Salesforce Service Cloud
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
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
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
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 $15
- HubSpot Service Hub Starter Customer Platform $15
- HubSpot Service Hub Professional $90
- Free trial
Help Scout
- Help Scout Standard $22
- Help Scout Plus $44
- Help Scout Pro $65
—
- Free trial
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Pro Suite $100
- Salesforce Service Cloud Unlimited $330
- Free trial
Feature comparison
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
- Contextual Workspaces
9.2/10
- 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
- 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
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
- Premium Sandbox
2.5/10
- Task Management
- Auto-suggest Solutions
- Approval Workflows
- Form templates
1.7/10
- Purchase Order (PO) Management
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Warranty Information
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
- Article Versioning
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
- Endpoints
5.7/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
- Data Storage Per User
- File storage per User
- Omni-Channel Supervisor
7.6/10
- 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
- Advanced Insights
- Ticket lifecycle report
3.8/10
- 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
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
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
8.6/10
- 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
- Public and private notes in tickets
- Ticket templates
4.5/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Automatic sitemap generation
- Backup
- Date comparisons
- Printer-friendly
- Voicemail integration
- Announcements
0/10
- Collaboration
- Linked tickets
- Parent-child ticketing
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
- Contextual Workspaces
4.6/10
- 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
- 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
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
- Premium Sandbox
2.5/10
- Task Management
- Auto-suggest Solutions
- Approval Workflows
- Form templates
0/10
- Purchase Order (PO) Management
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Warranty Information
7.1/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
- Article Versioning
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
- Endpoints
2.9/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
- Data Storage Per User
- File storage per User
- Omni-Channel Supervisor
5.9/10
- 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
- Advanced Insights
- Ticket lifecycle report
7.3/10
- 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
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
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
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
- Public and private notes in tickets
- Ticket templates
6.4/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Automatic sitemap generation
- Backup
- Date comparisons
- Printer-friendly
- Voicemail integration
- Announcements
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
Salesforce Service Cloud
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
- Contextual Workspaces
7.7/10
- 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
- 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
- Ticket sharing
- Premium Sandbox
10/10
- Task Management
- Auto-suggest Solutions
- Approval Workflows
- Form templates
10/10
- Purchase Order (PO) Management
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Warranty Information
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
9/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
- Article Versioning
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
- Endpoints
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
- Data Storage Per User
- File storage per User
- Omni-Channel Supervisor
6.5/10
- 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
- Advanced Insights
- Ticket lifecycle report
8.1/10
- 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
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
7.1/10
- 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
- Twitter
7.1/10
- 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
6.4/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Automatic sitemap generation
- Backup
- Date comparisons
- Printer-friendly
- Voicemail integration
- Announcements
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
Reviews
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 ...
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...
3 of 5
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
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...
Salesforce Service Cloud
4 of 5
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...