Service Hub Professional
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It's good, it does the trick most of the time.
What do you like best about the product?
It's a good ticket system and works well and does the job.
What do you dislike about the product?
Merging tickets creates a new ticket ID, which is now that great.
What problems is the product solving and how is that benefiting you?
Not quite sure, but helps answers our customers enquiry?
Recommendations to others considering the product:
Try it. It works well.
Service Hub is a great option for HubSpot users
What do you like best about the product?
Overall, the Service Hub is a great set of tools, and we are gearing up to leverage the Ticketing and Knowledge base with our various customer-facing teams.
Knowledge Base is a really cool option to have. The application provides limited styling and template for the content, but the upside of that is you don't have to spend much time to tweak the look of it. It is meant to be simple and focused on content - and it does that very well.
The service ticketing is also awesome. You can organize the way you respond to your customers' requests and easily see where you need to pay attention based on ticket status.
Service Reports are also a good feature. Spend a little time setting up some useful report, and then watch to see if service needs are spiking or decreasing, and where they are focused. If you are just email based in your seriving, you will never know such information.
Knowledge Base is a really cool option to have. The application provides limited styling and template for the content, but the upside of that is you don't have to spend much time to tweak the look of it. It is meant to be simple and focused on content - and it does that very well.
The service ticketing is also awesome. You can organize the way you respond to your customers' requests and easily see where you need to pay attention based on ticket status.
Service Reports are also a good feature. Spend a little time setting up some useful report, and then watch to see if service needs are spiking or decreasing, and where they are focused. If you are just email based in your seriving, you will never know such information.
What do you dislike about the product?
Ticketing has some limitations but HubSpot is still expanding this, so I hope to see a more polished version in the next 9-12 months.
Chatbots are OK, but we decided not to use them at this time. For the most part, we want to leverage the Knowledge Base and not any automated or human chats. But we do wish we could use the chat function that HubSpot itself uses on their site. Their version offers a Help bubble, which does not look like a chat window/bubble, and this would really help highlight where users should go to find help. Currently we will need to locate the "Help Center" link in the footer.
Chatbots are OK, but we decided not to use them at this time. For the most part, we want to leverage the Knowledge Base and not any automated or human chats. But we do wish we could use the chat function that HubSpot itself uses on their site. Their version offers a Help bubble, which does not look like a chat window/bubble, and this would really help highlight where users should go to find help. Currently we will need to locate the "Help Center" link in the footer.
What problems is the product solving and how is that benefiting you?
1. We are better organizing ourselves to respond to support requests. Ticketing really helps this.
2. We created the first iteration of Knowledge base and will be iterating to expand it to include content for all our customer-facing needs.
3. Ticket Reporting and KB Reports give us insights into how to adjust our content or servicing approach.
2. We created the first iteration of Knowledge base and will be iterating to expand it to include content for all our customer-facing needs.
3. Ticket Reporting and KB Reports give us insights into how to adjust our content or servicing approach.
Overall very easy to use software with many great features
What do you like best about the product?
Ability to have all contacts sync in with the softphone system we are using. This way it makes it easy to find out what customer we're dealing with before the call even starts.
What do you dislike about the product?
Inability to have company assets saved as a default option, where we have to have a custom table saved for it. However this means we cannot automatically link it to contacts.
What problems is the product solving and how is that benefiting you?
Ability to have tickets linked to emails and calls immediately rather than double handling calls and tickets. Makes the whole process regarding service much easier.
Loving Hubspot!
What do you like best about the product?
I love all of the features within Hubspot! It makes it easy to do a variety of different tasks for my company. I also really like all of the Knowledge Base Articles and Courses on Hubspot Academy.
What do you dislike about the product?
My only complaint is with the Conversations Inbox. It's not very user friendly for our particular team to be able to work efficiently and stay organized - so we keep client communication within Gmail.
What problems is the product solving and how is that benefiting you?
Making website, blog & knowledge base changes, tracking communication with clients within deals, utilizing marketing emails and analytics.
Recommendations to others considering the product:
I would suggest utilizing the tools in the best way that works for your team and to always provide feedback!
My Hubspot Insights
What do you like best about the product?
As a content specialist, my main and most liked section is the blog. The courses and certification are also a great point to quickly learn all the basics.
What do you dislike about the product?
Changing layouts to the new version. It is a hard task for a one-man department.
What problems is the product solving and how is that benefiting you?
Integration and communication. It helps us to easily communicate with clients, partners and coworkers.
Recommendations to others considering the product:
Read the blog, take the courses and contact the help team if having and problem.
Supportive and Efficiant
What do you like best about the product?
Seeing activity in real time and the integration with other apps like Shopify. I appreciate the workflows and snippets. Always staff available to help ASAP.
What do you dislike about the product?
Having to enter something in the text box when forwarding an email. So annoying because I have to enter a period just to be able to forward an email to a coworker.
What problems is the product solving and how is that benefiting you?
Systems integration. Have realized where our lost leads have gone, what purchasing patterns people have, communication is easily seen and great dashboards for reporting and customizing. Problems...workflows complicate duplicate accounts.
Great platform that continues to exceed my expectations
What do you like best about the product?
We use the ticketing software, the ticketing reporting dashboard and since it's all interconnected to our CRM we can monitor the level of support each of our clients require. The knowledge hub has also come in handy as resources to clients post onboarding.
What do you dislike about the product?
It sometimes feels a bit clunky. Some things are not intuitive. Luckily, the hubspot support team has always been able to answer my questions via live chat and telephone!
What problems is the product solving and how is that benefiting you?
We can track support emails, which in turn provides us with ideas for product improvements. The ticketing system is very useful and offers insightful reporting for CSMs.
Recommendations to others considering the product:
Although they're a large company, they still have their bugs. No matter what happens, their support is extremely hands on and useful.
Support Ticket user review
What do you like best about the product?
The ease of use especially with the Kanban board. The ability to drag and drop tickets into different queues we've created. The search feature is also very handy in service tickets. The ability to search by email, title, keyword, etc. I also find that the customization of the sidebars on the tickets is helpful, although not easy to find those settings. I also appreciate the ability to make changes in KBs and it also saves those without needing to publish right away.
What do you dislike about the product?
The options for settings are not easily located for certain things. Having a hyperlink within the area you are viewing would be helpful. If I'm working on a ticket and want to make changes to the sidebars I need to go find those settings. I feel like the settings for most things, while the look of the settings is simplistic, finding the correct location is not always easy.
I'd love to see the ability to create a snippet directly from the ticket we are working. If we type something in an email response, being able to save that as a snippet would be outstanding.
Automated workflows are something we are always battling. It's moving tickets or changing workflows after we already have them set. Or, we think we have them set.
Reporting, while very granular is not simplistic.
Ticket number is not in the ticket but is instead located in the address.
I'd love to see the ability to create a snippet directly from the ticket we are working. If we type something in an email response, being able to save that as a snippet would be outstanding.
Automated workflows are something we are always battling. It's moving tickets or changing workflows after we already have them set. Or, we think we have them set.
Reporting, while very granular is not simplistic.
Ticket number is not in the ticket but is instead located in the address.
What problems is the product solving and how is that benefiting you?
We solve customer issues with our service hub, so they vary a lot. The ease of use in moving between tickets is a benefit that I see. Writing KBs and applying anchor points is also a benefit for our team.
Helpful gathering customer information and interaction
What do you like best about the product?
You can connect all your devices, phone, and email, all customer data is there, you have everything in one place.
What do you dislike about the product?
the email format is very small, you cannot attach emails, you must open the images in a new window and download the attached PDF to be able to see them.
What problems is the product solving and how is that benefiting you?
it helps to measure the interaction with customers and everyone from he company have access to it, the tickets system is great, yo are aware of everything
Hubspot Service Hub is helping us streamline all customer support in one place.
What do you like best about the product?
We run sales, marketing, and support through Hubspot. Hubspot service hub allows us to host a searchable knowledge base and connect it to our chatbot. It also allows creating forms for customer queries that can get routed to the appropriate agent. All of this was set up quickly and easily.
What do you dislike about the product?
Occasionally it is hard to find the right place to adjust something as there are settings in the services hub while others are in the wider configurations at the business level. Troubleshooting issues is also pretty hard, but the support received from Hubspot is excellent.
What problems is the product solving and how is that benefiting you?
Centralizing all customer issues and the knowledge base allows us to see across the board what problems are coming in and need resolvement with product updates. While offering a great way to support our customers, we also learn how to make our product better.
Recommendations to others considering the product:
Explore pricing options with the team. There might be good value to be had from some of their programs.
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