2,536 HubSpot Service Hub Reviews
I like the simple user interface of HubSpot—no fuss. or extra detailing, easy to use. The downtimes are usually next to never, so overall it's an amazing software to use. The customer support is next level, literally. coming to our aid anytime we face an issue. I use hubspot integrations as well and implementing it through Zapier is very simple, and the error frequency is much less than with other software. The working under load is nice as well, as we use it for tickets, so the frequency of use is very high. Review collected by and hosted on G2.com.
What I dislike is, unless you open a ticket in a new tab, you can't reply with your signature or add notes. I prefer single-tab functionality. Review collected by and hosted on G2.com.
I hold a dual role at HubSpot as both a key user and a customer care agent. This unique position enables me to respond swiftly to any issues that may arise in customer care team. Additionally, I have the opportunity to explore new features, implement them, and tailor them to meet our specific needs.
I appreciate how quickly you roll out updates, and I'm excited to be involved in beta projects where I can test new features firsthand.
You’re continuously working on exciting new features and improvements that not only make our experience smoother but also introduce creative solutions designed just for us.
Our team is can provide quick responses to customers inquiries, ensuring that customers concerns are addressed promptly and effectively.
At the start of this year, we made the strategic decision to transition our support teams to a helpdesk system. This has proven to be a highly beneficial move! We are in the process of developing our knowledge base and harnessing the power of AI for enhanced collaboration.
This has saved us a significant amount of time. Our international teams work in seven or more different languages, which can pose challenges. When I need to take over a ticket from a colleague whose language I don't speak, I find it very helpful to switch from deepl.com translations to Copilot for text translation. It's truly a fantastic feature.
Additionally, I appreciate the ticket summary function, especially for lengthy tickets. It proves invaluable when I need to step in for a colleague, whether due to their holiday or to provide support. This functionality greatly aids my efficiency.
The quality of our reply recommendations is directly linked to the strength of our knowledge base, which is continually improving each day. This is also a lovely feature. Review collected by and hosted on G2.com.
Hm, I have to think about it. I can not say I dislike something. I have just few ideas.
Well, I eagerly waiting for Product Update regarding assign email pro team.
Customer Portal
- need record ID for customers. Our tickets, which are created through forms have the same ticket name. I know, I can just ask users to change ticket name. But honestly, this will be oft forgotten..
Helpdesk - Insert - Templates
I would love to get here the view with orders as it is over CRM -> Tickets. This would help us a lot.
Helpdesk - my views
I would love to get an overview of all views and to be able to modify access. As it is in CRM -> Tickets. I can select the team/private/everybody just at the beginning of creating the view. But this is disadvantage, in case I would like to change it later on. E.g. our Key account team sometimes does need help from other teams. I have to create this view now for all users, otherwise they would not see their tickets. I am aware of it, that they can create the view or filter the settings on the top, but .. well, have a view to manage the access will be easier for me.
Somehow the summary and teams overview does not work so, as I need it. I will need to review this feature.
Drafts - I do not know exactly, how to get rid of drafts. I tried to remove everything from conversation, but this not helped.. this is a secret for me now.
Email and ticket connection
It happens, that customers are resending our email to colleagues and the colleague answer us. It means, that Hubspot awaiting answer from email 1, but receives answer from email 2. This not work properly with change ticket status even if the subject of the email stays the same.
Other case: We receive email from customer with subject : RE + Email subject or subject: FW: + Email subject. This will be in a lot of case acknowledge as a new email and not as an answer to our previous sent email. Review collected by and hosted on G2.com.
The ticket management is really easy; we can manage pipelines and assign representatives using a search bar, which I like.
I also like the search feature for tickets, but it still needs some updates as sometimes it doesn't give any results. Review collected by and hosted on G2.com.
This is quite a convenient feature from HubSpot, but for new users, it's a bit more complex.
Every time a new employee joins my team, they require a full guide and walkthrough for days, so they can have a know-how on how to use Service Hub.
I recommend that they give free training sessions for their users. Review collected by and hosted on G2.com.
The platform gives our team full visibility into each customer’s history — from their first interaction to their latest support request — all in one place. This makes it easy for our agents to provide personalized, consistent, and efficient support.
The ticketing system is very user-friendly, and the ability to automate follow-ups, assign tickets, and set priorities helps us resolve issues faster. The reporting tools also allow us to monitor response times and customer satisfaction, so we can continuously improve.
Overall, HubSpot has helped us deliver a better, more organized customer experience and strengthened our relationships with our clients. Review collected by and hosted on G2.com.
While the platform is powerful, there can also be a learning curve when setting up complex workflows or automation especially if you don’t have dedicated technical support.
Additionally, customizing certain ticket properties or reports sometimes feels a bit rigid, and we’ve had to find workarounds to match our exact processes. Review collected by and hosted on G2.com.
HubSpot Service Hub is easily configurable which makes it perfect for small teams that need flexibility to change the system as the business grows. Some major advantages are:
-intake of customer tickets from multiple channels including inside your proprietary software
-manage all customer data in 1 system (from deals to tickets)
-very little training is needed to start using HubSpot in general. That is both a plus and a minus in some cases as you can think you know what you are doing when maybe you don't.
-integration of the Knowledge Base and now AI to use that content to respond to tickets is a time saver Review collected by and hosted on G2.com.
Set up for tickets has been a challenge particularly related to threading emails in tickets. While it is easy to use, it is not easy to set up or fix when it breaks.
Reporting takes some time to understand.
Self help can be difficult as finding what you need in their content and then trying to understand all the terminology can be challenging Review collected by and hosted on G2.com.
Its email management and assigning feature as well as flexibility over other things. It has a good classification of emails. Review collected by and hosted on G2.com.
Sometimes tickets and conversations don't match. We can see the reply in the ticket but not in the conversation, and in some cases, we see a reply in other emails but not in HubSpot, even though the email was included by the other party when replying. Review collected by and hosted on G2.com.
The customer service is efficiently reactive and helpful, I've had nothing but great experiences chatting with the team and clearing some doubts.
The possibility to personalize the work space according to the needs of the company (add or remove properties, the creation of smart dashboards that give you a nice overview of the created campaigns' KPIs and the suggestions when creating sequences, email templates and workflows is very helpful and much appreciated. Review collected by and hosted on G2.com.
Me and my colleagues have the impression that the UX is constantly changing, which makes it difficult to retain information and organise the creation of new projects. Although not extremely difficult to use, the interface is not exactly the most intuitive, meaning that for newcomers is hard to get a bearing of the main usages of the availables tools.
Integration with other platforms can be very glitchy (ie LinkedIn) and there's not a lot of flexibility dealing with deleted files. For instance, I've been stuck on a sequence for a few days, not being able to figure out how to properly enroll new contacts as that process changed slightly lately and it's become even less intuitive than before. Even with the help of customer support I still can make it work and I'm not able to find an option to purge the linked imports from the system in order to start from scratch as it was recommended. This has had a major imapct in our latest campaign and we do not currently have the time or manpower to focus on finding solutions. Considering the amount of money spent on the tool, it's a shame. Review collected by and hosted on G2.com.
My favorite part about HubSpot Service Hub is the real time data, allowing me to understand where we are today, how it compares to last week, last month or last year! I love that I can customized the timing if lets say I wanted to look at data and metrics from a very specific time frame and compare it to now. I love the various ways that I can absorb the data (various graphs, tables etc). As the Director of Operations, having data at my fingertips is key to doing my job and I love the ease and accessibility HubSpot Service Hub offers. The helpdesk and ticketing is also really easy to navigate and use and I love having the ability to sent tickets to specific areas based on the program they are in. I love that it integrates easily with the other Hubspot areas - CRM, Marketing, and Sales Hubs. Review collected by and hosted on G2.com.
The biggest drawback is cost. Its on the pricey end to get meaningful functionality. I dont love having to buy the bundled seats, it gets costly to add a new team member. I also think its integrations capabilities are limited, which means we need additional tools to use as third party connectors, increasing costs even more. Review collected by and hosted on G2.com.
The service hub is a hub for all people who want to measure and extend their customers' lives. It allowed me to send surveys and have a ticket pipeline for problem-solving. And it is very intuitive, we use it almost every day and it was really easy to implement in our business. Give customer support is really easy with this tool.
If you want to have this, it is really easy to integrate into your business rules, surely hubspot has a solution that fits your needs. Review collected by and hosted on G2.com.
Actually, I do not dislike anything, the interface is really friendly. Review collected by and hosted on G2.com.
I like that I can have visibiilty into all the activities our team is working on without having to ask my collegues about the status of a deal, contact and I can proactively follow up. It's also a great marketing tool, easy to set up lists, create custom fields and automations. It's very easy to implement and use, I like the features which don't require technical/developer knowledge to execute. Love all the integrations that are possible with different apps that save ton of time. When creating an account I love that it autopopulates company information with just the website URL, saving us time on researching information. Review collected by and hosted on G2.com.
There are some features that require upgrades to utilize, I think it's fair but it can become annoying, for example when I want to bulk cleanup duplicates, I'm already on a paid version and I need to upgrade to get that bulk feature. I use Hubspot with three clients as a virtual assistant and run into this upgrade requests frequently. I don't love the report features on the basic version because the reports available are very basic and don't really provide relevant information. There are some fields that don't allow me to create property logic, that aren't supported. Review collected by and hosted on G2.com.
