Service Hub Professional
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Nice user interface, but lacking in some key functionality for ticketing (Service Hub)
What do you like best about the product?
1) I think the HubSpot support staff has been very helpful and mostly ready and available to assist. I have reached out to the support staff on multiple occasions via the Chat function and I am able to get them to assist with my concerns at once. As with anything, you need to be very clear about your requests or queries so that they can better address your concerns.
2) The tracking function helps us know whether our messages have been delivered and read by our recipients.
2) The tracking function helps us know whether our messages have been delivered and read by our recipients.
What do you dislike about the product?
1) On our previous ticketing platform there is a function to set up an automated email reply to let our customers know that their message has been assigned a ticket number. As the "kickback"email function is still in Beta mode, the HubSpot sales account manager has kindly allowed us use of the Marketing Hub email function. It is a work-around nonetheless. Since this function falls under Marketing Hub, the kickback email we setup is identified as a marketing email. Thus, customers who reached out to us but whom have opted out of "marketing emails" will not receive this automated message.
2) I would also prefer to have a Knowledge Base in HubSpot that's for internal usage only.
2) I would also prefer to have a Knowledge Base in HubSpot that's for internal usage only.
What problems is the product solving and how is that benefiting you?
1) It comes with a free CRM. On our previous platform, while we could also see a contact's correspondence history, it is not a prominent feature.
2) HubSpot's user-friendly interface has made it easier for us to create reports to track our ticket volume. With our previous platform, the metrics are too granular and it's difficult to select the correct property to setup reports.
2) HubSpot's user-friendly interface has made it easier for us to create reports to track our ticket volume. With our previous platform, the metrics are too granular and it's difficult to select the correct property to setup reports.
Nothing like automated follow up
What do you like best about the product?
I need to reach out to my clients everyday in order to get the information I need in a timely manner, and hubspot allows for automating daily reach out as well as being extremely customizable in the way that we have automation set up. It takes that simpler tasks over for me so I can spend my day on more in depth tasks for our clients.
What do you dislike about the product?
I wish there were required checklists to finish task/deals/stages. We have a lot of things that need to be done before moving a stage, but there is not really a way to keep track of what has been completed or not. A little more flexibility in stages, a couple more integrations would be nice. Duplicates are insane and incredibly hard to keep up with. I wish we had the ability for more parent relationships, but our company is probably a one-off case. Brokerage>Office>Team>Contacts
What problems is the product solving and how is that benefiting you?
Daily client reach out, creating tasks for follow up that needs to manually be done, saving time researching what we have/don't have for a client, and just being able to see it right in front of my face helps. Can see communication from everyone at our company for a specific contact which allows up to have more information when they need us.
Service Hub
What do you like best about the product?
I think the Hubspot Service Hub has a comprehensive toolbox of essential customer success tools. I think that each of the various components of service hub is easy to use and user friendly.
What do you dislike about the product?
I believe that more advanced editing tools could be implemented into the Knowledge Base. At times, it is difficult to edit the articles to appear as or function as I would want them to.
What problems is the product solving and how is that benefiting you?
We are using HubSpot Service Hub's live chat and chatbot, integrated both within our app and also on our website. We are also using the ticketing tool to manage whenever a customer emails our support email. Additionally, we are using the knowledge base to house all of our written product-related information.
It will remind me everything!
What do you like best about the product?
I've been using Hubspot to manage more than 600 properties for the last 4 months. In the beginning, it will take you a while to get used to the system. But generally is a very specific and accurate system. The deals are really easy to handle and what I like the most is that the technical assistance is quick! We use huub spot to handle the accounts that have not paid and I usually need the full list since I only have one day to complete these tasks. THe good thing is that with the checklists available in each deal, it is easier for me to keep track of the tasks needed on every account. There are more than 25 tasks per deal, so you can imagine!
What do you dislike about the product?
Something that I don't like is that the system goes down for a bit during the day. So you have to reload the page to display the full information. However, this is not something that I worry about much. It has never been a day when the system doesn't work or anything. Just occasionally it gets really slow. But I know every system has its little glitches. So I wouldn't see it as a big challenge.
What problems is the product solving and how is that benefiting you?
Most of the times it is to see if we can make adjustments on the checklists. Also, I use it to look for solutions when an email or a certain task is not happening due to an error.
Recommendations to others considering the product:
Give yourself time to explore all o the hubspot tools!
Must use if you want to keep your business organized.
What do you like best about the product?
What I like best abou the service hub is it helps keep everything organized. It is nice to have multiple different pipelines withing the service hub. I like how you can limit who can access the tickets because that prevents a lot of hands in things they shouldn't be in. But overall, keeping things more organized has been a tremendous help. I love how we can link GitLab to the service hub so we know the status of bug tickets. It has been nice to be able to attach the necessary documents/pictures to the respective ticket. Again, this is keeping everything organized and clean so we don't lose track of the essential pieces of information. It is also really easy to use once you have it setup. There is little to no training needed.
What do you dislike about the product?
Setting up the workflow has been a lot of work. But once we figured out what needs to be turned on or turned off in the workflows, it has become a lot easier. There is a lot of trial and error, but now we have a dedicated HubSpot professional helping our team. Other than that, that there is nothing else I dislike about it. There is a lot to the service hub that we have yet to get to, and I am excited to see just how much it can make a difference in how we manage our customers. If you are on the fence of upgrading to the ticket hub, just do it and don't look back.
What problems is the product solving and how is that benefiting you?
Problems: Being able to manage our customers better and know what stage they are in or issues they are experiencing. Benefits: Customers aren't slipping through the cracks anymore. We are keeping better track of our bug tickets and staying more in the loop with what is going on, on the engineering side. Communication has increased between internal teams because of the service hub. It is also nice seeing the stage of tickets so if the customer calls in, anyone can help them becase we have a pretty good indication what is going on and where they are at with using the program.
Hubspot- Ticketing and CRM Review
What do you like best about the product?
I love having CRM, Marketing ticketing all combined into one system.
What do you dislike about the product?
Tickets are not available on the mobile app. there is no way to respond to emails via the mobile app because the Gmail add-in is outdated and does not support the mobile version of Gmail, and tickets do not exist on the HubSpot mobile app. For me, this is a huge deal. there is no easy way to reply to emails and have them log back to the ticket via a mobile phone. This is a horrible oversight in what could be a very good software solution. The ability to merge tickets is difficult as they must be done one at a time starting with the ticket that you want to keep. Unfortunately, you don't realize you need to merge one until you get a new one, which requires you to navigate out of that window, find the first ticket, and then merge it. If you have multiple tickets to merge you better grab a cup of coffee. No conditional logic fields, automation features are non-existent unless you upgrade to the pro level at a cost
What problems is the product solving and how is that benefiting you?
universal solution for CRM website, marketing, forms, meetings and support
Recommendations to others considering the product:
Great service, but very expensive. so far I think worth the money, but really needs mobile support for email and tickets. We will not be renewing our subscription over this issue. They will not resolve or be true to their word on their form. If you see a HubSpot employee mention that a feature is coming, do not believe it. They have said mobile tickets would be released for over a year. When questioned about it they simply ignore you.
Great Software for Managing Many Clients
What do you like best about the product?
I like the ticketing system and clear ways clients are shepherded through the intake process in Hubspot from start to finish.
What do you dislike about the product?
Occasionally the pages don't self-refresh as often as they should, requiring me to manually refresh.
What problems is the product solving and how is that benefiting you?
We can handle huge numbers of incoming calls and clients with Hubspot, and keep everything organized.
Very visual tool!!
What do you like best about the product?
I really like the visual easiness like sliding tickets from stage to stage and the display of related fields/companies that stays on the left when browsing.
What do you dislike about the product?
There is no embedded document signing tool. I know there are integrations but having one built in would be a must. Also when we attach a file it should retrieve files through tickets or deals but it's not.
What problems is the product solving and how is that benefiting you?
We receive a lot of requests and we needed simplicity and quick turn around. Service hub helps this a lot. Workflows are also a great thing.
Hubspot is intuitive, organized, and all-around AMAZING
What do you like best about the product?
I love how organized it is. It is so well thought out and makes sense for my company. We manage hundreds of accounts with different dental practices and Hubspot's set up helps keep things organized. I am a customer service representative so when a dental practice has an issue, the ticket system on Hubspot helps us address their concerns right away
What do you dislike about the product?
So far, I haven't found much that I don't like. I wish it integrated with google docs more but maybe it does and I just don't know how.
What problems is the product solving and how is that benefiting you?
I am the customer service rep for my company and I use Hubspot to handle their concerns and answer questions. Hubspot puts all the information I need in one spot so I can quickly help our customers
Recommendations to others considering the product:
Use it!
Exceptional support tool for the size of our support department (i.e. 1 person)
What do you like best about the product?
Service Hub makes a nice distinction between a Conversation (generally an email between the customer and my organization) and a Ticket. Not every Conversation should turn into a Ticket. The Snippets are a huge time saver for repetitive responses. The configuration that allows for automated Ticket generation based on a chatbot or form submission is very helpful as well.
What do you dislike about the product?
It would be helpful if every Ticket's ticket ID (e.g. 218747967) were more (automatically) prominent within emails back and forth between my organization and the customer (maybe this is simply a training issue)
What problems is the product solving and how is that benefiting you?
We use Hubspot Service Hub to provide customer support for our cloud-based pharmacy inventory management service. Our transition from Desk.com to HubSpot Service Hub has allowed our organization to provide very good customer support with a very small support staff (i.e. one person).
Recommendations to others considering the product:
Use the online training that is provided by Hubspot. I found it to be very useful.
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