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HubSpot vs. Freshdesk

The customer experience is everything. Choosing the right customer service software is foundational to that experience. This page compares two customer service solutions — Freshdesk and HubSpot — to help you make the best choice.

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What does HubSpot do?

HubSpot is a customer relationship management (CRM) platform that helps scaling businesses grow better with sales, service, marketing, content management, and operations software. 

 

What is HubSpot Service Hub?

Built on HubSpot’s CRM platform, Service Hub is an easy-to-use solution that gives you everything you need to put the customer first. It offers a comprehensive set of tools to deepen customer relationships, connect to the front office, and drive service efficiency.

What does Freshworks do?

Freshworks is a business software company that offers products for customer service, IT service management, HR, sales, marketing, and more.                                                     

 

What are Freshdesk Support Desk and Freshdesk Omnichannel?

Freshdesk is Freshworks’ solution for customer service and it offers two packages, Support Desk and Omnichannel. Support Desk offers ticketing, self-service, and reporting solutions and Omnichannel combines these solutions with messaging and telephony features.

Capabilities

Your customer service software lays the foundation for your customer experience. See how HubSpot and Freshdesk compare across the most important capabilities.

  • HubSpot’s CRM platform has been crafted in-house with software for service, sales, marketing, web, and operations teams, plus hundreds of integrations. The platform combines power with ease-of-use for a complete view of the customer journey and seamless handoffs between marketing, sales, and service teams. The result? A superior experience for customers throughout their journey.


    While Freshworks offers solutions across various front-office functions, Freshdesk is optimized as a standalone solution, which is why the product is not included in Freshworks CRM. This limits teams’ ability to align to a single view of the customer without adding more connections and complexity. In order to manage the additional complexity, Freshdesk users also need to implement Freshworks Neo, its platform product.

     

     

     

  • Both products boast a robust set of customer support tools to help boost agent efficiency, including customer service automation, SLA management, omni-channel messaging, a mobile inbox, knowledge management, and a customer portal. 

     

    Because HubSpot Service Hub was built around the contact record, however, service agents have a single, unified view for customer engagement. Moreover, HubSpot’s powerful reporting engine is available out-of-the-box, whereas advanced reporting for Freshdesk requires implementing Freshworks Neo


    As of February 2022, Service Hub consistently ranks higher than Freshdesk for reports and dashboards on the review site, G2.com.

  • HubSpot offers over 1,000 applications in its directory, including over 100 applications dedicated to service. The most installed customer service applications are Facebook Messenger, SurveyMonkey, and Intercom. Moreover, HubSpot also boasts a sophisticated partner network with over 6,000 solutions partners and providers and many service-specific courses within HubSpot Academy.


    Freshworks has a smaller ecosystem, but it continues to grow. It integrates with key tools like Shopify, Slack, and Jira and there are dedicated Freshdesk partners throughout the world available to support complex implementation processes.

  • With the ability to customize objects, records, surveys, dashboards, and more in the higher tiers of the product, HubSpot Service Hub offers all the customization service teams need while preventing unnecessary complexity. Freshdesk also offers many tools for customization, including custom objects. 


    As of February 2022, Service Hub consistently ranks higher than Freshdesk for customization for chat and help desk on the review site, G2.com.

CSM 2022 Data Quadrant Image

Service Hub is a Leader in Customer Service Software

SoftwareReviews recognized Service Hub as a leader and gold medalist in its 2022 Customer Service Management Report, based on input from HubSpot users.

Switching from Freshdesk to Service Hub?

Considering the switch? You’re in good hands. Many customers have switched from Freshdesk to Service Hub. Our dedicated onboarding team is here to help you smoothly transition your team and design an optimized process for delighting customers as you scale.

Here’s our proven approach for switching.

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"The move to Service Hub helped us distribute the work more efficiently."

Don't just take our word for it. See how InspectionXpert switched to Service Hub and decreased support tickets by 25%.

Read the full case study

What are customers saying?

Service Hub is consistently praised by HubSpot users on review sites like G2.com and SoftwareReviews.com

The transition to Service Hub has made such a big impact on how we run our operations teams… We’re creating better internal processes and most importantly, better communications with our customers. We couldn’t be happier.

HubSpot is trusted by over 135,000 businesses in more than 120 countries.

A Community That Has Your Back

HubSpot Solution Partners

HubSpot’s Solution Partner Program is a network of agencies to help you resource your strategy with HubSpot. Whether you need someone to help create content or build workflows, there’s a partner here for you.

HubSpot Community

Our Community is there when you need them. Whether it’s getting set up or figuring out the best way to customize Service Hub for your needs, there are over 85,000 community members ready to answer your questions.

Knowledge Base

You’re busy. You don’t have time to file a support ticket. You’re also extremely smart and can find answers on your own. Search our comprehensive Knowledge Base to answer any question you might have about our products.

Prioritize customers as you scale.

Use Service Hub to deepen customer relationships, drive team efficiency, and fully connect service to the front office.