HubSpot Service Hub vs Zoho Desk vs Freshservice
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
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
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
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
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
Zoho Desk
- Zoho Desk Standard $14
- Zoho Desk Professional $23
- Zoho Desk Enterprise $40
—
- Free trial
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- 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
- Light Agents
- Multilingual (Multiple) content
- Tags
- Traffic cop
- Occasional agents
- Shared canned responses
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
- Satisfaction Prediction
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
1.7/10
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- 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
- Article Versioning
- SEO
8.1/10
- 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
- Endpoints
- HubSpot Integration
- Gamification
3.6/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Active Blueprints per Module
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
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
- Google Analytics for Help Center
- Manager Dashboard (The Headquarters)
- Schedule Data Export
- Schedule Reports
- User-specific reporting
- Ticket lifecycle report
4/10
- 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
- Business rules analysis
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- Single sign on with SAML
- SPF(Sender Policy Framework)
- SSL encryption
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- 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
7.5/10
- 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
- Split tickets
- Ticket templates
- Time tracking
4.5/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Automatic sitemap generation
- Backup
- 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
Zoho Desk
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
- Light Agents
- Multilingual (Multiple) content
- Tags
- Traffic cop
- Occasional agents
- Shared canned responses
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
- Satisfaction Prediction
10/10
- 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
9.1/10
- 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
3.3/10
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- 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
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
8.9/10
- 301 Redirection
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Article Versioning
- SEO
8.1/10
- 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
- Endpoints
- HubSpot Integration
- Gamification
6.8/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Active Blueprints per Module
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
7.9/10
- 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
- Manager Dashboard (The Headquarters)
- Schedule Data Export
- Schedule Reports
- User-specific reporting
- Ticket lifecycle report
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
- Business rules analysis
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- Single sign on with SAML
- SPF(Sender Policy Framework)
- SSL encryption
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- PCI compliance (Level 1)
9.3/10
- 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
9.4/10
- 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
- Split tickets
- Ticket templates
- Time tracking
7.3/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Automatic sitemap generation
- Backup
- 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
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
- Light Agents
- Multilingual (Multiple) content
- Tags
- Traffic cop
- Occasional agents
- Shared canned responses
5.4/10
- 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
- Satisfaction Prediction
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
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
10/10
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- 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
- Article Versioning
- SEO
7.5/10
- 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
- Endpoints
- HubSpot Integration
- Gamification
0.5/10
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Active Blueprints per Module
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
6.3/10
- 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
- Google Analytics for Help Center
- Manager Dashboard (The Headquarters)
- Schedule Data Export
- Schedule Reports
- User-specific reporting
- Ticket lifecycle report
7.6/10
- 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
- Business rules analysis
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- Single sign on with SAML
- SPF(Sender Policy Framework)
- SSL encryption
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- PCI compliance (Level 1)
3.6/10
- 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
8.1/10
- 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
- Split tickets
- Ticket templates
- Time tracking
8.2/10
- Community forums
- Facebook in-sync app
- Multiple currencies
- Notifications
- Unlimited End Users
- Automatic sitemap generation
- Backup
- 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
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 ...
Zoho Desk
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...
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...