I have been using the free version of HubSpot Service Hub for a while now and it has been a surprisingly smooth and reliable tool for managing customer conversations. It was very easy to set up, and I was able to start using features like the shared inbox, ticketing, forms and basic reporting right away without any complexity. I use it regularly because the interface is clean and organized, and it helps me manage customer conversations through the shared inbox, track support requests with ticketing, gather customer information with forms and monitor activity with basic reporting, so nothing gets missed. Whenever I needed to learn something new or ran into a small issue, the documentation and support resources were very helpful and the support team guided me clearly when I contacted them.

I also integrated it with Microsoft Teams, which made it easier to stay updated through notifications and look up HubSpot details directly from Microsoft Teams. For my workflow, this added a nice layer of convenience without needing any paid upgrades. Overall, my experience with the free plan has been very positive. It’s easy to use, simple to implement, integrates well with the tools I already use and offers enough features to support my day-to-day customer interactions at no cost. Review collected by and hosted on G2.com.

The free version works well for daily use, but there are some limits. You can only have a certain number of contacts, dashboards, reports, and email templates. Some advanced features and integrations are only available on paid plans. For now, it’s fine, but it could feel limiting as your needs grow. Review collected by and hosted on G2.com.

I love that the option to leave notes is clearly defined, and that I can leave comments within a note thread. Review collected by and hosted on G2.com.

It can be difficult to find older tickets unless I know the exact title, which often means cross-referencing emails. I wish there were a more advanced search option to help locate older tickets more easily. Review collected by and hosted on G2.com.

The recent updates make it more user friendly and easy to navigate. Review collected by and hosted on G2.com.

For our company, the integrations still are not 100% there, so we can’t use it as our sole service CRM. Review collected by and hosted on G2.com.

HubSpot has significantly streamlined our workflow. The platform connects smoothly with our existing database, making email communication fast and organized. One of the most valuable features is the ability to track and review customer feedback in one place, which helps us make informed improvements to our application. The interface is intuitive and easy to navigate, allowing our team to use it effectively without requiring advanced technical expertise. Review collected by and hosted on G2.com.

The pricing can become expensive as the business grows Review collected by and hosted on G2.com.

The connected channels, and the unified service inbox along with the connected ticketing system. This enables various service teams across verticals to align, while giving them their own space to run service operations in ticket pipelines. Review collected by and hosted on G2.com.

Some of the deeper technical functionality is still work in progress, glad the team at ha are building it and constantly innovating. Review collected by and hosted on G2.com.

Information is stored in the same system as what is being used for our sales and marketing teams Review collected by and hosted on G2.com.

The UI feels clunky, and I really hate that the Tickets section doesn’t take you straight to the Service Desk view. Review collected by and hosted on G2.com.

It connects key teams and keeps critical communication aligned, with measurable outcomes. Review collected by and hosted on G2.com.

Lack of integration with calling systems. Review collected by and hosted on G2.com.

It’s very user friendly and has been easy to set up Review collected by and hosted on G2.com.

Its hard to connect to some features outside of the service hub even though they’re relevant to our service team Review collected by and hosted on G2.com.

HubSpot Service Hub makes it incredibly easy to manage customer communication in one place. The ticketing system and automation tools streamline our workflows, and the shared inbox helps our team stay aligned without things slipping through the cracks. I also appreciate how intuitive the interface is—training new team members is quick, and the reporting provides clear visibility into performance and response times. Review collected by and hosted on G2.com.

Some of the customization options feel more limited than I’d like, especially when trying to tailor views or build more advanced workflows. A few features that seem essential require jumping up to higher subscription tiers, which can make scaling costly. Additionally, the load time of certain dashboards can lag when working with larger data sets. Review collected by and hosted on G2.com.

Speed of adoption for users, clear ticket prioritisation and connection of multiple channels Review collected by and hosted on G2.com.

Not much - could be a more intuitive merge/split experience Review collected by and hosted on G2.com.