HubSpot Service Hub

HubSpot Service Hub is customer service software: help desk, knowledge base and customer success workspace on HubSpot's Smart CRM, for teams already on HubSpot.

HubSpot Service Hub is customer service software for support and customer success teams that keep tickets, help articles and account health on one CRM record. It removes the gap between a help desk and the CRM, where an agent cannot see the deal or contact history behind a ticket. Its maker is HubSpot, founded in Cambridge, Massachusetts in 2006, which sells Service Hub as one of the hubs of its customer platform with a price list of its own. The Help Desk workspace takes conversations from email, live chat, forms, calling, WhatsApp and Facebook Messenger and turns them into tickets in one queue. Routing rules assign tickets round robin, by workload or by agent skill. SLA goals track first response and time to close, with breach notifications through workflows. Agents work with macros, internal notes, @mentions and Reply recommendations, and Customer Agent resolves routine conversations on its own. The Knowledge Base organises articles in categories, subcategories and tags, restricts private content to access groups, and reports the searches that returned nothing. The Customer Success workspace gives each manager a portfolio with a configurable health score, alerts when a score changes, a task queue and a schedule. NPS, CES, CSAT and custom surveys store their responses on the same record, and Enterprise adds conditional SLAs and a standard sandbox account. Service Hub suits support teams at companies already running Marketing Hub or Sales Hub, because the ticket lands on the contact the sales rep already owns. Customer success managers use it to keep health scores and account tasks next to the deals in the same CRM. Small teams start on the free tools, and mid-market and enterprise desks buy Professional or Enterprise for routing, SLAs, Customer Agent and the sandbox. It is bought per seat in Free, Starter, Professional and Enterprise tiers, and a company that also runs Sales Hub or Marketing Hub signs in to all of them with one HubSpot account. Professional and Enterprise carry a required one-time onboarding. Inside the HubSpot account it sits beside Marketing Hub, Sales Hub, Content Hub, Data Hub and Revenue Hub, on the same contact, company, deal and ticket records. A contact record shows its tickets next to its deals and logged calls, so support and sales read one history. Workflows built in HubSpot's automation builder assign tickets and send SLA notifications, and WhatsApp and Facebook Messenger connect as channels. Its jobs are a shared support inbox, a public help center, a portfolio review of at-risk accounts and survey collection after a ticket closes. Customer Agent and the other agents that work on their own draw on the HubSpot Credits each tier includes.