--- title: "HubSpot Service Hub Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of HubSpot Service Hub. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if HubSpot Service Hub is a good fit for you!" source_url: "https://www.softwareadvice.com/help-desk/hubspot-service-hub-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [HubSpot Service Hub](https://www.softwareadvice.com/crm/hubspot-service-hub-profile/) / HubSpot Service Hub Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/hubspot-service-hub-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/hubspot-service-hub-profile/alternatives/) # HubSpot Service Hub User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 193 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.5/5 - Value for money: 4.2/5 - Functionality: 4.1/5 ### Rating distribution - 5 stars: 100 reviews (52%) - 4 stars: 81 reviews (42%) - 3 stars: 9 reviews (5%) - 2 stars: 2 reviews (1%) - 1 star: 1 reviews (1%) ### Most mentioned pros - We're providing confidence and context to our sales and marketing teams, in ways that support our communication with all clients in various markets. - What I particularly liked was being able to see deeper insights on the user behind the ticket, those small details can make a real difference when you're genuinely focused on delivering great customer service. - Brilliant - adaptable, scalable automation platform for customer management, marketing and general business organisation and reporting. ### Most mentioned cons - The live chat setup and customer support ticket resolutions can be slow, while navigating security permissions and workspace settings feels unnecessarily complex for quick check-ins. - For the monthly price we were paying, it felt pretty limiting. - I find the interface to be a bit messy but that's my personal preference. ## HubSpot Service Hub customer reviews Showing reviews 1-25 of 193 (page 1). ### One of the best chat features - Overall rating: 5/5 - Reviewer: Heather T. - Verified reviewer: Yes - Industry: Facilities Services - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My experience with HubSpot Service Hub has been positive. The platform is designed with user-friendliness in mind, offering intuitive tools that simplify communication and customer relationships Everything works seamlessly, making it a pleasure to use. It's evident that HubSpot prioritizes creating a smooth and efficient experience for its users. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I absolutely love the live chat feature—it’s easy to set up, and my team found it incredibly efficient for real-time customer support. #### Cons While HubSpot Service Hub is packed with features, the pricing can be steep, especially for small businesses. --- ### Hubspot helps us manage and resolve tickets - Overall rating: 4/5 - Reviewer: Lillian G. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: August 2023 - Review source details: This review was submitted organically. No incentive was offered It's fantastic that you can add tickets and information from other parts of the site. It's got straightforward menus and a plethora of straightforward reports. The ability to create distinct permission tiers is another feature I appreciate. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs. #### Cons It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load. #### Reasons for switching to HubSpot Service Hub Hubspot is what we use to handle and resolve tickets. Dashboards are user-friendly and we receive daily and monthly reports and statistics. Suggested for those who want to improve communication inside a micro- or small-scale enterprise. To ensure that everyone working on the site has access to the information they need, it facilitates simple management and sharing of such information. --- ### Bundled support platform that's lagging behind competitors - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: November 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 2/5 #### Pros Integrated with Sales Hub and Marketing Hub, one stop solution for both pre-sales and post-sales. #### Cons Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities. --- ### Great software for tracking sales and tickets - Overall rating: 4/5 - Reviewer: Laura H. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2023 - Review source details: This review was submitted organically. No incentive was offered HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for. #### Cons As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats. #### Reasons for switching to HubSpot Service Hub The process of recording and maintaining data about all of our current customers. Managing growth and sales in one place. Better process efficiency can be achieved through the use of templates. --- ### Hubspot Service Hub - Overall rating: 5/5 - Reviewer: Josh A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used weekly for less than 12 months - Reviewed: November 2019 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, Service Hub has been a pleasantly surprising experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand. #### Cons I'd love to see an OAuth option in the future to put our knowledge base behind a login. #### Reasons for choosing HubSpot Service Hub Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success. #### Reasons for switching to HubSpot Service Hub Integration with our Hubspot CRM. --- ### Easy to keep track of issues, create surveys, automations - Overall rating: 5/5 - Reviewer: Brooke W. - Verified reviewer: Yes - Industry: E-Learning - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2020 - Review source details: This review was submitted organically. No incentive was offered I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more. #### Cons The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM #### Reasons for choosing HubSpot Service Hub ease of use #### Reasons for switching to HubSpot Service Hub Hubspot allowed us to keep all users in the crm and do a lot more all in one place --- ### Great support tools for small to mid-market companies - Overall rating: 4/5 - Reviewer: Paul S. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 51-200 employees - Product usage: Used monthly for more than 2 years - Reviewed: January 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools. #### Cons Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts. #### Reasons for choosing HubSpot Service Hub Integration with the rest of HubSpot. Ease of use. Cost. Automation features. --- ### It's a marketing hub - Overall rating: 4/5 - Reviewer: Sean C. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used weekly for less than 2 years - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I've been using HubSpot on and off for a decade. At first, I used the free tools (not sure what the free plan includes today), and then paid for the premium for a while. It's a good place to understand and manage marketing flows. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros The automations are getting better every year, and the CRM is intuitive. Plus, it's a good place to learn more about marketing and customer interactions. #### Cons It's complicated, sometimes clunky (need to check for errors), and the advanced plans are expensive for a small business. --- ### Great Customer Service Hub - Overall rating: 4/5 - Reviewer: Stephanie G. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used daily for free trial - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. HubSpot Service Hub is a strong customer service platform, especially because we use other HubSpot tools. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros HubSpot Service Hub is user-friendly, Pretty seamless integration with other HubSpot tools and the live chat feature is easy to set up and efficient for real time customer support. #### Cons A little pricy for a smaller business, as well as at times slow loading times for the dashboard functions --- ### Experience in using HubSpot Service Hub - Overall rating: 4/5 - Reviewer: John Floyd D. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros What I like the most in using HubSpot Service Hub is the help desk and ticketing, and SLA Management features. #### Cons There are times that when I received notifications, it will covered up the latest. --- ### A great way to manage support tickets! - Overall rating: 5/5 - Reviewer: Joshua R. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: July 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, once we got past set up, it has really streamlined our support processes! Would recommend. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc. #### Cons Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity. #### Reasons for choosing HubSpot Service Hub Hubspot seemed more powerful and trusted. #### Reasons for switching to HubSpot Service Hub We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful. --- ### Good if you use a lot of lead sources - Overall rating: 5/5 - Reviewer: Megan T. - Verified reviewer: Yes - Industry: Construction - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros We like how it combines all of our lead sources into one place. We use a lot and they get difficult to keep track of so this alleviates that mess. We also like the copilot feature. #### Cons I find the interface to be a bit messy but that's my personal preference. --- ### HubSpot Service Hub experience - Overall rating: 5/5 - Reviewer: Mohammed Hareez S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with HubSpot Service Hub is good #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros HubSpot Service Hub is the best CRM service we ever used #### Cons the least we like about this is its bit unorganized --- ### Great CRM for growing and enterprise companies - Overall rating: 4/5 - Reviewer: Torlock C. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I'm very happy with the quality and depth of services as well as customer service #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Hubspot has great off the shelf, free integrations with host of services I.e. WordPress, WooCommerce, Magenta, Shopify and many more. In addition it has a great community both on and off thr platform as well as a well documented API with examples for many OOP languages. It's popularity had also spawned uncountable opensource projects on GitHub if you need customisation to integrate for something unconventional. #### Cons Pricing and pricing plan features could be more accommodating for smaller businesses --- ### Their service is too good? - Overall rating: 5/5 - Reviewer: Nailah S. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: Self-Employed - Product usage: Used monthly for free trial - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Was researching on different types of services to use for a project and only wanted information on a specific thing. I got that information but was later reached out to upgrade to a larger service I wasn't looking into. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The service was prompt in reaching outcand figuring out what needed #### Cons They were slightly fast with the type of services i wasnt in tge narjet for at the time --- ### Amazing features with realistic functionalities. - Overall rating: 5/5 - Reviewer: Kreasan G. - Verified reviewer: Yes - Industry: Construction - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Ideal solution to creating and converting more leads. Commendable results and looking forward to more achievements. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Giving customers the best treatment takes the best part of the journey. The dashboard is flexible to changes and easy to manage. HubSpot Service Hub has a free sign up plan which is key to ensuring an informed decision. Through live chat, we have realized a commendable rise in customers since the tool helps in converting leads to clients. Best there is. #### Cons No cons at all. Their services are great and it is free which is absolutely amazing. --- ### Fosters collaboration and productivity - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2023 - Review source details: This review was submitted organically. No incentive was offered The experience has been incredible and the features are exceptional #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros HubSpot is very essential and critical to our team’s success, we use HubSpot as a CRM, knowledge base, and for easily facilitating collaboration and projects across teams #### Cons Pricing can be expensive when compared to the competition #### Reasons for choosing HubSpot Service Hub The services, support, and resources that were available #### Reasons for switching to HubSpot Service Hub All the features and differentiators --- ### HubSpot Service Hub- An excellent customer service platform - Overall rating: 5/5 - Reviewer: Cassandra T. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2023 - Review source details: This review was submitted organically. No incentive was offered Overall, HubSpot Service Hub is a powerful customer service platform that offers an impressive array of features to help businesses deliver exceptional support experiences. With its intuitive interface, robust ticketing system, knowledge base functionality, and insightful analytics, it empowers organizations to enhance customer satisfaction and streamline their support operations. Despite the need for more integration options, HubSpot Service Hub remains a top choice for businesses seeking to elevate their customer service capabilities. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros One of the standout features of HubSpot Service Hub is its ticketing system. The ticketing system allows businesses to efficiently manage customer inquiries and support requests. It provides a centralized platform where customer tickets can be created, assigned, and tracked throughout their lifecycle. This feature enables teams to streamline their support processes, ensuring that no customer issue goes unnoticed or unresolved. #### Cons One area where HubSpot Service Hub could benefit from improvement is its integration options. While it does offer integration with popular CRM systems and other HubSpot tools, there is room for expansion to cover a wider range of third-party applications. Increasing the number of integrations would allow businesses to connect Service Hub with their existing tech stack seamlessly. --- ### HubSpot for Customer Success - Overall rating: 5/5 - Reviewer: Vie B. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. its a wonderil tool to use as a large enterprise or a small startup #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales #### Cons a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing #### Reasons for switching to HubSpot Service Hub more feauture and functionalities --- ### Is great to have it all together in one place - Overall rating: 4/5 - Reviewer: Jon U. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2019 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare. #### Cons As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window. #### Reasons for switching to HubSpot Service Hub Made more sense to centralize everything in our CRM, where we hold most of data and operations. --- ### Great tool for tracking our customers and making sure we are staying on track - Overall rating: 5/5 - Reviewer: Rebekah L. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our customers love being able to use the chat and have a knowledge base where they can search for how to resolve taks. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have. #### Cons Nothing at this time. Works great and as intended. --- ### Great solution for handling customer service tickets - Overall rating: 5/5 - Reviewer: Chris E. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has been a great experience and has worked really well with out team processes. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface. #### Cons It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly. #### Reasons for switching to HubSpot Service Hub Help Scout was not meeting our needs. --- ### Great upgrade but key elements still missing - Overall rating: 4/5 - Reviewer: Sam L. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: November 2019 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really #### Ratings breakdown - Ease of use: 5/5 - Functionality: 2/5 #### Pros I'm using the BETA version of the Hubspot Knowledge Base solution. • The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good. • It is very easy to use. • In spite of being in BETA, I haven't really come across any bugs or other issues. #### Cons The Hubspot Knowledge Base is still missing some critical elements: • The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs. • The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own. • The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.) • There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice. • Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion. #### Reasons for choosing HubSpot Service Hub This KB was included with the other Hubspot services we have purchased. --- ### HubSpot's Knowledge Base Prioritizes Ease of Use - Overall rating: 4/5 - Reviewer: Maxwell C. - Verified reviewer: Yes - Industry: Legal Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2019 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information. #### Cons The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags. --- ### Hubspot Service: Work in progress but getting there - Overall rating: 4/5 - Reviewer: Ilir S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2019 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros - Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved. #### Cons Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/hubspot-service-hub-profile/reviews/?page=2) --- HubSpot Service Hub Reviews, Pros and Cons - 2026 Software Advice