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Freshdesk vs HubSpot

Service Hub is easy and powerful customer service software that connects without complexity, powers productivity with easy-to-adopt tools, and supports growing service teams.

Get started with Service Hub today!


HubSpot is a cloud-based customer platform that helps scaling businesses grow better with sales, service, marketing, and content management software.

Service Hub is a seamless component of HubSpot Smart CRM, providing businesses with a streamlined way to resolve customer issues, and a complete view of their customer interactions and data from every aspect of the flywheel.


Freshworks is a cloud-based platform that makes software for IT, customer service, sales, marketers and HR teams. 

Freshdesk Support Desk is a customer support software that provides businesses with a platform to manage customer interactions and support tickets.

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Key Capabilities of Service Hub

  • Connected: Service Hub is a component of HubSpot’s AI-powered Smart CRM, which means you’ll have a complete view of customer interactions in one place. Pinpoint opportunities for bolstering customer connections with context for marketing, sales, and service.

  • Productive: Drive team efficiency by automating processes, eliminating manual tasks, streamlining ticketing, providing self-service for customers, and creating avenues for personalizing communications.

  • Engaged: Provide the customer service tools to help you deliver authentic service and grow better by putting the customer first.

What Sets HubSpot Apart


What Freshdesk Offers:

  • Freshdesk enables you to include private notes within a ticket, accessible solely to agents who are logged into your support portal. Additionally, agents can be alerted about new comments added.
  • The Freshdesk knowledge base is organized into a three-tier structure. To further arrange your knowledge base, you can take advantage of the enterprise level Flexible Hierarchy, which allows for up to 5 levels of additional categories or subfolders. 

What Sets HubSpot Apart:

  • Service Hub enables businesses to provide personalized customer service, marketing, and sales experiences, resulting in increased customer engagement and insights that power your whole front office.
  • There are tools to help increase collaboration between Service, Sales and Marketing such as Playbooks, Email Templates, sequences and Meetings. No connectors or data sync required!

Service Hub customers with every size of company see their ticket close rate increase by 24% or more after 12 months. (Hubspot Annual ROI Report)


What Freshdesk Offers:

  • Freshdesk’s load-balanced ticket assignment functionality allows you to set a limit on the number of tickets an agent can manage simultaneously. By doing this, it can prevent agents from becoming overloaded.
  • Through Freddy AI machine learning, Freshdesk’s Email Bot responds to low-prioritized email inquiries with the most relevant articles that can resolve the customer’s issue, allowing agents to focus on higher priority inquiries. Email Bot requires purchase of the Enterprise Plan.

What Sets HubSpot Apart:

  • Service Hub helps you stay organized and streamline your service processes through a single source of customer information in the HubSpot Smart CRM. And you can set custom statuses for tickets ensuring your ticket pipeline works for you and your process.
  • Store, track, and manage, tickets customers make throughout the service process, with custom reporting to ensure you’ve got the data to continue scaling. Service Analytics offers a comprehensive reporting tool to track customer satisfaction, team performance, and support volume.
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Service Hub customers see an average increase of 324% in tickets closed after 12 months. (Hubspot Annual ROI Report)


What Freashdesk Offers:

  • Freshdesk provides an email ticketing system that transforms incoming email messages into easily traceable, manageable, and monitorable tickets, which helps to provide concrete information on the ticket owner, type, status, and priority for all team members.
  • Freshdesk makes it easy for your customers to reach you with a local phone number. You can acquire local phone numbers in forty different countries worldwide. This functionality is only available with Freshdesk Omni-Channel.

What Sets HubSpot Apart:

ServiceHub_Services-performance-dashboard_with frame

Customers who own Service Hub for 7-12 months see a higher ticket close rate than customers who own Service Hub for less time. (Hubspot Annual ROI Report)

Feature Comparison

Feature HubSpot Freshdesk
Base License
Service Hub Enterprise
Freshdesk Support Desk Pro
Knowledge Base
Chat Bots
Requires Enterprise Plan
Customer Portal
Omni-Channel Routing
Workflow Approval Automation
Requires Enterprise Plan
SLA Management
CSAT Surveys
Community Forums
Private Ticket Notes
Product Library
Conversational Intelligence
Phone Numbers Provided
Talk to Sales

Total Cost of Ownership


HubSpot Service Hub provides customer service and support, enables efficient handling, and addresses the resolution of customer inquiries.

  • Implementation: The average time to activation for Service Hub Professional is less than 2 months and 55% of Service Hub Professional customers display high feature usage (source).
  • Service & Support: HubSpot provides different support channels depending upon your subscription, all included.
  • Tickets Closed: Service Hub customers see an average increase of 324% in tickets closed after 12 months.


Freshdesk’s pricing is straightforward; pricing is available per user, per month.

Base License
Service Hub Professional
Freshdesk Support Desk Pro
*No Seat Minimum
Service & Support
Phone, Chat & Email support included
Phone & Email support included
Training & Educational Resources
HubSpot Academy, Community
Knowledge Base, Community
Not required
Customization / Configuration
Easy to customize & configure in-house
Requires Freshworks internal support
Developer Support
Requires Freshworks internal support
App MarketPlace
App MarketPlace
Time to Value
51 days to activation
3 months to activation
Maintenance / Admin
Enjoy a seamless platform built on one code base
Admin not required
Requires Freshworks internal support
Try Service Hub today

Service Software That Grows With You

Start with free tools and upgrade as you grow, or hit the ground running with one of our premium editions.

What are customers saying?

HubSpot Service Hub received G2's top 100 Best Software Products & Highest Satisfaction Products 2023

Since deploying HubSpot, Lucid Meetings has dramatically improved its ability to compete with larger players in the market without having to add staff or significantly increase its marketing budget. The team works more cohesively now than in the past, given how easy the HubSpot apps are to use.

Elise Keith

Founder and Product Manager

Lucid Meetings


Related Resources

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Comparison Library

Picking customer service software to run your business is not a decision you make lightly. We’re here to make it easier.


App Ecosystem

HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.


Free Ticketing Software

Keep track of customer requests in one unified help desk that connects to your CRM database.

Delight More Customers with HubSpot today.

Use HubSpot Service Hub to provide seamless, fast, delightful customer service.