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HubSpot vs Freshdesk

Turn your support center into a revenue driver by connecting your support and success operations with HubSpot.

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Why choose HubSpot?

Exclusive customer success tools

13%

Customers rated HubSpot Service Hub 13% more effective at driving customer retention compared to Freshdesk1

More connected insights 

24%

Customers rated HubSpot Service Hub 24% more effective with facilitating team communication to provide 360 customer views compared to Freshdesk1

Support that scales with you

24%

Customers rated HubSpot Service Hub 24% more effective at enabling support to scale with customer growth compared to Freshdesk1

Customers who made the switch to HubSpot
  • Kaplan-Logo-1
  • adidfsliafjdal
  • unific-logo

  • With Service Hub, our reps hit the ground running thanks to a complete view of the customer journey. Since bringing our marketing, sales, and service teams together on HubSpot, it's completely removed the guesswork for our leaders, giving them visibility and confidence that customers are getting what they need, quickly.

    Jennifer Cummings

    Sr. Director, Customer Engagement

    Kaplan

  • From identifying their most pressing support queries to streamlining data visualization, Help Desk empowers us to be the ultimate resource for our clients.

    James Traynelis

    HubSpot Admin

    Admiral

  • There is now a shared visibility where everyone can see what’s going on. The product team goes into the feedback tool and reads NPS responses, for instance. We’re constantly sharing new metrics with leadership and everyone has a better view of the customer.

    Doug Dotts

    Director, Growth Services & Analytics

    Unific

What makes HubSpot different?
CustomerSuccess-Health-Scores-FR

Exclusive customer success tools

Freshdesk lacks native tools for proactive customer success, offering only basic CSAT surveys and no built-in success workspace. In contrast, HubSpot includes a purpose-built customer success workspace with health scores, task automation, and integrated SLAs to help teams stay ahead of churn risks. Plus, you can capture deeper insights with NPS, CES, CSAT, and custom surveys—fully embedded into our smart CRM. And with journey analytics and playbooks, you can better understand your customers’ product journeys and enable your team to act at the right time with the right information.

CRM

More connected insights

Freshworks service, sales, and marketing solutions are all separate products that must be integrated together. HubSpot takes a fundamentally different approach by uniting all your customer data, conversations, and history in a unified customer platform. With shared inboxes, centralized contact records, and automation that spans service, sales, and marketing, teams can collaborate effortlessly and operate from the same complete view of the customer. The result is faster resolutions, smoother handoffs, and more meaningful customer relationships, all without relying on third-party integrations or manual workarounds.

Help Desk-1

Support that scales with you

Freshdesk may work well for basic ticketing needs, but as your business grows, its siloed tools and add-on-heavy ecosystem can quickly become a bottleneck. Teams often find themselves juggling separate systems for CRM, marketing, and service, creating friction that slows down operations and limits visibility. HubSpot, on the other hand, is built to scale with your business. With all your tools unified on a single platform, your team benefits from shared data, consistent automation, and real-time collaboration across departments. As your customer base grows, HubSpot ensures your support operations grow with it, without requiring costly integrations, complex workarounds, or platform sprawl.

  • G2 Leader Summer '24
  • G2 Enterprise Leader Summer '24
  • G2 Mid-Market Leader Summer '24
  • G2 Small Business Leader Summer '24
  • G2 Small Business Best Relationship Summer '24
  • G2 Momentum Leader Summer '24

Compare HubSpot & Freshdesk

Get our PDF guide that breaks down the features, benefits, and differences between HubSpot and Freshdesk.

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HubSpot vs Freshdesk FAQ

HubSpot Service Hub is AI-powered customer service software that helps you scale support across channels and drive customer retention.

Freshdesk offers core support features such as ticketing, chat, and a help desk. However, without investing in the broader Freshworks suite, customer data remains fragmented and teams stay siloed, making it difficult to deliver the connected, end-to-end experience today’s customers expect. Some additional reasons why to choose HubSpot include:

  • Drives better retention
    • Dedicated customer success workspace 
    • Customer health scores and alerts
    • Proactive coaching playbooks
  • Delivers more connected insights
    • Automation across teams
    • Smart CRM with unified customer profiles
    • Unified business reporting
  • Scales support with your business
    • Customer Agent for AI-powered 24/7 support
    • Multi-channel inbox (chat, email, Facebook, WhatsApp)
    • Unified document management

HubSpot's customer platform is purpose-built to fuel your business growth efficiently, with seamless onboarding, customization, and scalability. Its user-friendly interface, integration capabilities, automation features, and advanced analytics make it a comprehensive solution that supports you at every stage of your business growth.

In fact, at HubSpot, we use Service Hub to manage our own customer support.

 

HubSpot Service Hub helps teams scale support and boost retention on one connected platform with transparent, predictable pricing.

Freshdesk may look comparable on the surface, but core features like call transcription, CRM functionality, and generative AI require add-ons or integrations—making it harder to scale without increasing complexity and cost.

 

HubSpot Service Hub includes advanced features that Freshdesk doesn’t offer, such as 1:1 CRM email, customizable ticket pipelines, task management, meeting scheduling, a dedicated customer success workspace, customer health scores and alerts, conversation intelligence, coaching playlists, playbooks, and custom surveys.

 

HubSpot offers deep customization through custom objects, properties, and associations to ensure your data structure aligns with your business. You can set up tailored workspaces to fit your team’s needs, configure essential elements like contact records, and use extensions to build custom UI components. This flexibility makes it easy to adapt HubSpot to your processes and scale with confidence. More info here.

Yes, HubSpot includes customizable reports, interactive dashboards, and advanced pre-built service analytics to help you monitor things like response time, time to close, and ticket volume. You can even leverage our Service Journey Analytics to visualize what steps contacts are taking before opening a ticket.

HubSpot prioritizes customer data security with strong data encryption, compliance, regular audits, role-based permissions, and strict password policies. With a robust disaster recovery plan and secure cloud infrastructure, HubSpot provides ongoing monitoring and enhancement of its security measures.

HubSpot's marketplace of 1,800+ apps can connect your existing tools and help you find the right apps to grow your business (featured apps).

Yes, HubSpot offers a variety of advanced AI features. Automate tasks and uncover valuable insights with Breeze Copilot, Agents, and features including content assistant, conversation summary, reply recommendations, customer agent, knowledge base agent, and more. From automating support to streamlining processes and improving data analysis, Breeze, HubSpot's AI, gives you the competitive edge you need in today’s rapidly changing business environment.

Attract more customers with HubSpot today!

Use HubSpot Service Hub to better support, service, and retain customers today.

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1. This information is based on the results of a 3rd party survey paid for by HubSpot. A total of 3,015 qualified respondents completed the survey. To qualify for the survey, respondents were: Ages 18-65 | Software decision-makers. Fieldwork was conducted Feb 21, 2024 - Mar 13, 2024.