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
- Guidance Program
- Live chat
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
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
- Guidance Program
- Live chat
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
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