# Freshdesk vs HubSpot Service Hub Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its effective organization and automation features. One user highlighted the ability to automatically create tickets for user issues, which streamlines the support process significantly.
- **Users say** HubSpot Service Hub offers a seamless ticketing experience, making it easy to resolve issues quickly. Reviewers noted that the platform integrates well with other HubSpot products, creating a cohesive environment that enhances usability and training for new team members.
- **According to verified reviews** , Freshdesk stands out for its user-friendly interface and ease of setup, with many users praising the intuitive onboarding process. This has led to a smoother transition for teams looking to implement a new support system.
- **Reviewers mention** that while HubSpot Service Hub provides strong reporting functionality, some users find it less flexible than Freshdesk when it comes to customizing workflows. This can be a drawback for teams with specific needs that require more tailored solutions.
- **G2 reviewers highlight** that Freshdesk's ticket response user experience is particularly strong, with users appreciating features like ticket status updates and filtering options that help prioritize and manage support requests effectively.
- **Users report** that while both platforms have similar star ratings, HubSpot Service Hub's integration with its CRM capabilities is a significant advantage for organizations already using HubSpot, making it a convenient choice for those looking to centralize their customer interactions.



| | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,752 | 2,917 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Small-Business (59.6% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $0.00 Per Month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### HubSpot Service Hub

Pros:
- Ease of Use (325 reviews)
- Features (214 reviews)

Cons:
- Missing Features (117 reviews)
- Limited Customization (93 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | HubSpot Service Hub | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3283 reviews) | 8.5 (2145 reviews) | 
  | **Ease of Use** | 8.9 (3308 reviews) | 8.6 (2338 reviews) | 
  | **Ease of Setup** | 8.6 (2364 reviews) | 8.3 (1347 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.5 (921 reviews) | 
  | **Quality of Support** | 8.7 (3182 reviews) | 8.8 (1968 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.8 (909 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3252 reviews) | 8.7 (2011 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### HubSpot Service Hub

#### Entry-Level Pricing

Plan: Service Hub Free

Price: $0.00 Per Month

Description: For customer service professionals. A simple set of tools to start connecting with and supporting your customers — for free.

Key Features:
- Ticketing
- Custom support form fields
- Live chat

[Browse all 4 editions](https://www.g2.com/products/hubspot-service-hub/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2595 |
| **HubSpot Service Hub** | 8.0/10 | 1151 |

#### Ticket and Case Management

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2255 reviews) ✓ Verified | 8.5 (774 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2267 reviews) ✓ Verified | 8.4 (775 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2194 reviews) ✓ Verified | 8.4 (792 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2069 reviews) ✓ Verified | 8.3 (710 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 7.8 (482 reviews) | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | 8.2 (708 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2028 reviews) ✓ Verified | 8.4 (723 reviews) | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 8.7 (749 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 7.3 (98 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 7.3 (98 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | 7.5 (89 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 7.5 (91 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 7.4 (91 reviews) | 

#### Communication Channels

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 8.1 (505 reviews) | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 8.5 (720 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1318 reviews) ✓ Verified | 8.3 (642 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1192 reviews) ✓ Verified | 7.8 (447 reviews) | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | 7.7 (465 reviews) | 

#### Platform

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Mobile User Support** | 8.1 (1160 reviews) ✓ Verified | 7.3 (513 reviews) | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.1 (624 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1551 reviews) ✓ Verified | 8.4 (670 reviews) ✓ Verified | 
| **Integration** | 8.3 (1158 reviews) ✓ Verified | 8.3 (632 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1881 reviews) ✓ Verified | 8.3 (730 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1967 reviews) ✓ Verified | 8.5 (744 reviews) ✓ Verified | 

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **HubSpot Service Hub** | 7.9/10 | 1025 |

#### Customer Information

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Customer Health Scores** | Not enough data | 8.4 (610 reviews) ✓ Verified | 
| **Customer Monitoring** | Not enough data | 8.6 (743 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.6 (789 reviews) ✓ Verified | 
| **Playbooks** | Not enough data | 8.0 (484 reviews) ✓ Verified | 
| **Customer Segments** | Not enough data | 8.3 (607 reviews) ✓ Verified | 
| **Product Engagement** | Not enough data | 8.3 (593 reviews) ✓ Verified | 
| **Surveys** | Not enough data | 8.5 (751 reviews) ✓ Verified | 

#### Predictions

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Churn Risk** | Not enough data | 7.5 (457 reviews) ✓ Verified | 
| **Upsell Opportunities** | Not enough data | 7.8 (480 reviews) ✓ Verified | 
| **Custom Triggers** | Not enough data | 8.2 (559 reviews) | 
| **Machine Learning** | Not enough data | 7.7 (408 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Reporting & Dashboards** | Not enough data | 8.5 (863 reviews) ✓ Verified | 
| **API & Integrations** | Not enough data | 8.2 (711 reviews) ✓ Verified | 
| **Data Import & Export Tools** | Not enough data | 8.4 (745 reviews) ✓ Verified | 
| **Workflow Capability** | Not enough data | 8.6 (816 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.4 (867 reviews) ✓ Verified | 
| **Customization** | Not enough data | 8.2 (667 reviews) | 
| **Scalability** | Not enough data | 8.5 (789 reviews) ✓ Verified | 
| **Data Security** | Not enough data | 8.8 (749 reviews) ✓ Verified | 
| **Performance & Reliability** | Not enough data | 8.7 (859 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.8 (843 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (121 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (118 reviews) | 

#### Agentic AI - Customer Success

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (92 reviews) | 
| **Multi-step Planning** | Not enough data | 7.6 (92 reviews) | 
| **Cross-system Integration** | Not enough data | 7.7 (93 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.7 (92 reviews) | 
| **Proactive Assistance** | Not enough data | 7.7 (92 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **HubSpot Service Hub** | N/A | N/A |

#### Channels

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **HubSpot Service Hub** | N/A | N/A |

#### Usability

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **HubSpot Service Hub** | 8.3/10 | 568 |

#### Productivity Tools

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | 8.7 (504 reviews) | 
| **Internal Discussion** | 8.7 (222 reviews) | 8.3 (454 reviews) | 
| **Assignments and Tasks** | 8.6 (225 reviews) | 8.6 (497 reviews) | 
| **Workflows** | 8.7 (229 reviews) | 8.6 (510 reviews) | 
| **Templates** | 8.7 (232 reviews) | 8.6 (500 reviews) | 
| **Integrations** | 8.3 (209 reviews) | 8.4 (483 reviews) | 
| **Tagging System** | 8.7 (227 reviews) | 8.4 (461 reviews) | 

#### Analytics

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | 8.0 (384 reviews) | 
| **Performance Tracking** | 8.5 (214 reviews) | 8.4 (447 reviews) | 
| **Email Tracking** | 8.6 (212 reviews) | 8.7 (496 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | 7.3 (58 reviews) | 
| **Decision Making** | 7.1 (14 reviews) | 7.4 (58 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **HubSpot Service Hub** | 8.7/10 | 19 |

#### Responses

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Personalization** | Not enough data | 9.1 (16 reviews) | 
| **Route To Human** | Not enough data | 8.6 (16 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 9.0 (16 reviews) | 

#### Automation - AI Agents

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 8.5 (16 reviews) | 
| **Customer Interaction Automation** | Not enough data | 8.5 (16 reviews) | 
| **Lead Generation** | Not enough data | 8.6 (16 reviews) | 
| **Document Processing** | Not enough data | 8.5 (16 reviews) | 
| **Feedback Collection** | Not enough data | 8.8 (16 reviews) | 

#### Platform

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.1 (16 reviews) | 
| **Integration** | Not enough data | 8.8 (16 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.8 (16 reviews) | 

#### Autonomy -  AI Agents

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.9 (16 reviews) | 
| **Adaptive Responses** | Not enough data | 8.5 (16 reviews) | 
| **Task Execution** | Not enough data | 8.3 (16 reviews) | 
| **Problem Solving** | Not enough data | 8.5 (16 reviews) | 

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.8 (17 reviews) | 
| **AI Text Summarization** | Not enough data | 9.0 (17 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **HubSpot Service Hub** | 8.0/10 | 932 |

#### Conversational Platform

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | 8.3 (804 reviews) | 
| **Omnichannel** | 8.3 (378 reviews) | 8.0 (608 reviews) | 
| **Contextual Engagement** | 8.3 (371 reviews) | 8.1 (354 reviews) | 
| **Proactive Engagement** | 8.4 (307 reviews) | 8.2 (548 reviews) | 

#### Support Automation

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | 8.2 (634 reviews) | 
| **Seamless Escalation** | 8.4 (408 reviews) | 8.1 (396 reviews) | 
| **Transcripts** | 8.3 (373 reviews) | 8.2 (609 reviews) | 
| **Self-Serve Support** | 8.2 (314 reviews) | 8.1 (566 reviews) | 

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | 7.4 (263 reviews) | 
| **AI Text Summarization** | 7.4 (203 reviews) | 7.4 (261 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **HubSpot Service Hub** | 8.4/10 | 885 |

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.7 (140 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 7.7 (138 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Feature Not Available | 

#### Communication

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 8.6 (424 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.4 (422 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 8.7 (388 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.6 (337 reviews) | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.1 (265 reviews) | 

####  Internal Use

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.1 (624 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 8.5 (380 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.4 (340 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.6 (421 reviews) | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.8 (412 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.7 (399 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **HubSpot Service Hub** | 8.3/10 | 746 |

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 7.6 (186 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.6 (655 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.6 (628 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 7.7 (86 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 7.9 (416 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 8.3 (451 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 8.3 (437 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.5 (454 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 7.7 (360 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 8.3 (429 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 8.3 (32 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 8.4 (32 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.2 (32 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 8.3 (32 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 8.6 (32 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 8.8 (31 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 8.5 (31 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **HubSpot Service Hub** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **HubSpot Service Hub** | 7.6/10 | 86 |

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 7.6 (86 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 7.5 (86 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **HubSpot Service Hub** | 8.5/10 | 345 |

#### Generative AI

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (80 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (81 reviews) | 

#### Survey Management

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | 8.6 (213 reviews) ✓ Verified | 
| **Survey Deployment** | Not enough data | 8.6 (260 reviews) ✓ Verified | 
| **Feedback Collection** | Not enough data | 8.7 (278 reviews) ✓ Verified | 
| **Device Responsiveness** | Not enough data | 8.6 (263 reviews) ✓ Verified | 

#### Process Management

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | 8.5 (246 reviews) ✓ Verified | 
| **Trigger Alerts** | Not enough data | 8.6 (256 reviews) | 
| **Real-Time Analysis** | Not enough data | 8.6 (255 reviews) ✓ Verified | 
| **Real-Time Action** | Not enough data | 8.6 (255 reviews) | 

#### System Management

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Security** | Not enough data | 8.9 (252 reviews) ✓ Verified | 
| **System Monitoring** | Not enough data | 8.8 (243 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **HubSpot Service Hub** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **HubSpot Service Hub** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (3):** [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to HubSpot Service Hub (3):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Customer Success Software](https://www.g2.com/categories/customer-success), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | HubSpot Service Hub | 
|---|---|---|
| **Small-Business** | 48.7% | 59.6% | 
| **Mid-Market** | 39.7% | 37.1% | 
| **Enterprise** | 11.6% | 3.3% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.7%
- **Retail:** 3.3%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.5%

#### HubSpot Service Hub

- **Computer Software:** 19.4%
- **Information Technology and Services:** 10.7%
- **Marketing and Advertising:** 5.3%
- **Financial Services:** 4.5%
- **Education Management:** 3.4%
- **Real Estate:** 3.0%
- **Health, Wellness and Fitness:** 2.7%
- **Consumer Services:** 2.6%
- **Hospital & Health Care:** 2.1%
- **Accounting:** 1.9%
- **Other:** 44.4%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7779 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1908 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)

### Alternatives to HubSpot Service Hub

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7779 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (474 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1908 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### HubSpot Service Hub

- Title: [How does HubSpot Service Hub contribute to creating a more cohesive and effective customer service experience?](https://www.g2.com/discussions/how-does-hubspot-service-hub-contribute-to-creating-a-more-cohesive-and-effective-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** " Tim's Web Worx: HubSpot Service Hub Review

As a proud HubSpot Solutions Partner, Tim's Web Worx has had the privilege of integrating HubSpot's powerful..."
- Title: [What is HubSpot Service Hub used for?](https://www.g2.com/discussions/what-is-hubspot-service-hub-used-for) — 2 comments, 1 upvote
  > **Top comment:** "HubSpot Service Hub is an AI-powered tool for managing customer interactions and resolving issues, suitable for businesses of all sizes."
- Title: [What does HubSpot software do?](https://www.g2.com/discussions/hubspot-service-hub-what-does-hubspot-software-do) — 2 comments
  > **Top comment:** "Huspot is a multi-tool CRM that includes tools for sales, marketing, support, and a CMS. We use Hubspot for the CRM, marketing tools like forms, landing..."
- Title: [What is service hub?](https://www.g2.com/discussions/what-is-service-hub) — 2 comments
  > **Top comment:** "I have no idea. I don't know what G2 is either. It's very confusing. "
- Title: [How to customise the website](https://www.g2.com/discussions/24540-how-to-customise-the-website) — 2 comments, 1 upvote
  > **Top comment:** "Eduardo,
Its not entirely clear to me what you are hoping to customize? We have been able to do quite a bit with ours for the Knowledge Base. Here's a link..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-hubspot-service-hub)