Freshdesk vs HUBSPOT SERVICE HUB
Looking for the best Hubspot Service Hub alternative?
Meet Freshdesk - An intuitive helpdesk ticketing system that offers omnichannel customer support without breaking the bank.
Unlike Hubspot Service Hub, which lacks critical functionalities such as incident management, time tracking, and custom helpdesk reporting, Freshdesk offers a comprehensive omnichannel helpdesk that has all these capabilities - plus it’s scalable and affordable.
With only a Beta version of the inbound calling feature, severe limitations in setting up automated workflows, and lack of access to critical channels such as [phone calls, SMS, and automated emails], Hubspot is not fully equipped to offer an omnichannel experience to agents & customers, and Hubspot restricts customer support to live chat, email, and Facebook Messenger.
Freshdesk offers omnichannel customer support that allows agents to manage customer queries across multiple communication channels like email, live chat, Whatsapp, Facebook, Twitter, Apple business chat, phone calls, website widgets, and chatbots. Freshdesk also allows you to
Get a unified view of customer queries from across communication channels
Get complete context around customer issues to resolve support tickets within record response time
Automatically assign support tickets to the right agent based on their expertise and workload
Transition and manage customer queries from across different communication channels
Create seamless omnichannel customer experiences and encourage customer feedback
Hubspot lacks basic automation features like skill-based routing resulting in poor CSAT scores. It also faces limitations in handling repetitive queries as its help desk workflow automation capabilities cannot understand customer intent.
Whereas in Freshdesk, we have powerful flow builders which can trigger custom bot flows to cater to specific requests. With skill-based routing and load balancing, Freshdesk empowers the support team to offer a rich customer experience. It also offers out-of-the-box features for time tracking, which is not easily possible in Hubspot. Freshdesk further allows you to
Set up automation rules to trigger service-level reminders and notify the right people when a support ticket approaches its SLA deadline
Define the escalation rule and name the agent to whom the notification should be sent
Alert the right support agents within Freshdesk or via email when the SLA is violated
Create high and low-urgency incidents based on the priority of the event within Freshdesk
Freshdesk also shows a warning if the SLA target is shorter than the time to remind agents
With minimal AI investment, Hubspot lacks key features like AI-based customer insights, intelligent automation, or deep-data recommendations. Whereas, Freshdesk is an AI-powered helpdesk software that makes it easy to configure, deploy and maintain without depending on developers' or third-party solutions.
Freshdesk offers native integrations with the entire Freshworks suite of products, including CRM and marketing automation solutions. This extends the entire workflow automation and customization functionality to improve agent experience while offering seamless customer experiences. You can also
Empower your agents to build custom help desk reports, custom ticket fields and customize your customer portals
Capture customer feedback to improve customer satisfaction scores
Enable chatbots with intent-driven conversation capabilities and derive insights specific to your business needs
Offer consistent customer support across different touchpoints of the customer journey
Compare the features and capabilities of the two customer service offerings.
Feature |
FRESHDESK |
HUBSPOT SERVICE HUB |
---|---|---|
Ticketing Management |
Time tracking not included |
|
SLA Management | ||
Knowledge Base |
Included in paid plans only |
|
Unified Dashboard |
Included in paid plans only |
|
Team Inbox | ||
Incident Management | ||
Call | ||
Chatbot | ||
SMS |
Paid add-on |
|
Live Chat | ||
Facebook Messenger | ||
Apple Message for Business | ||
Google Message for Business | ||
WhatsApp for Business |
Paid add-on |
|
Canned Responses | ||
Single Sign On |
Included in Enterprise plan only |
|
Omnichannel Analytics | ||
Email Support |
Included in paid plans only |
|
Mobile App | ||
Pricing/agent/year |
$29 |
$540 (inc. 2 agents) |
Here’s what actual users who have used Freshdesk and Hubspot have to say on Capterra.
Helpdesk |
Freshdesk |
Hubspot Service Hub |
---|---|---|
Ease of use | ||
Features | ||
Value for money | ||
Likelihood to recommend |
Get going for free
$0
Up to 2 agents
Intuitive, industry-leading support for growing businesses
$15
/agent/month, billed annually
$18
/agent/month, billed monthly
Everything in Free and…
Advanced automation for high performance
$49
/agent/month, billed annually
$59
/agent/month, billed monthly
Everything in Growth and…
Fully featured with bots for enterprise-level support
$79
/agent/month, billed annually
$95
/agent/month, billed monthly
Everything in Pro and…
For fast growth
$29
/agent/month, billed annually
$35
/agent/month, billed monthly
Omnichannel
Self-Service
Conversational Engagement
Ticketing
Administrator Capabilities
Contacts and Account Management
Dashboard and Analytics
Security and Privacy
For high performance
$69
/agent/month, billed annually
$83
/agent/month, billed monthly
Everything in Growth, plus:
Omnichannel
Self-Service
Conversational Engagement
Ticketing
Contacts and Account Management
Administrator Capabilities
Dashboard and Analytics
For enterprise-grade support
$109
/agent/month, billed annually
$131
/agent/month, billed monthly
Everything in Pro, plus:
Self-Service
Ticketing
Admininstrator Capabilities
Dashboard and Analytics
Security and Privacy
Hubspot Service Hub Alternative | Key Features | Free Plan | Paid Plan |
---|---|---|---|
Freshdesk |
|
$29/agent/month | |
Salesforce Service Cloud |
|
$25/agent/month | |
HappyFox |
|
$29/agent/month | |
Kayako |
|
$60/agent/month | |
Gorgias |
|
$50/3 agents/month |
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