Service Hub Professional
HubSpotReviews from AWS customer
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So far so good
What do you like best about the product?
This system makes it easier to track our customer's activity. The tickets section also makes it easy for each team member to know what everyone is currently working on.
What do you dislike about the product?
At times email replies cannot be seen without refreshing the page and the order is not always in the order the email was received
What problems is the product solving and how is that benefiting you?
It's helpful in the sense that it keeps everything in one spot.
Recommendations to others considering the product:
Take advantage of all the tools. I.E tickets, dashboards, notifications, tasks, emails, etc.
Most Productive tool
What do you like best about the product?
HubSpot CRM is the most modern and proactive tool I have used in the work field.Makes team members more accountable and efficient with the ticket tracking time lines. It definitely helps keep an organized routine and prioritized your pending task. HubSpot is super easy to use and allows you to give a better customer experience with all the records of tickets and notes.
What do you dislike about the product?
It would be great to have more options when it comes to customizing but Hubspot is always updating their system.
What problems is the product solving and how is that benefiting you?
The work flow is very non specific so having tools such as mentions, traceable emails and notes goes a long way when it comes to tickets that are time sensitive.
Recommendations to others considering the product:
no comment
All in one tool!
What do you like best about the product?
I like that your team has always been responsive whenever we need a helping hand!
What do you dislike about the product?
There was an instance where one said this and the other said that. Though in the end the confusion was cleared.
What problems is the product solving and how is that benefiting you?
We've been with Hubspot for almost a year now and so far the experience was good! I remember the time where we were setting up the workflows and other stuff, the Hubspot team has always been so helpful!
Service Hub helps our team all stay in contact with our users.
What do you like best about the product?
Assigning statuses and sorting by most recent user response or most outdated creation date is very helpful for our team! It helps us manage what needs escalation vs. immediate response and stay accountable to our users.
What do you dislike about the product?
The threads within each ticket are a little clunky. I wish it was easier to see the original message, all replies, and the most recent response all in one view.
What problems is the product solving and how is that benefiting you?
Our 10 person team uses Service Hub to stay connected to our users. We all have visibility into those inboxes and can jump in, read full context, and get quick responses out. We've realized this is very helpful to have connected to company and contact data to track and analyze engagement over time.
Hubspot makes some odd choices, but is a robust Ticketing tool.
What do you like best about the product?
Tickets are treated like containers, so you can have multiple email chains within a ticket. Setting up filters in a requirement, but they work pretty well once they are active. Assigning and working tickets is easy.
What do you dislike about the product?
Can't forward emails! What?! Merging tickets is a clunky one-at-a time process. No Round Robin assignment function. Don't have access to time when creating filters, just days. The conversation inbox is a bad layout and "assigning" emails is redundant. I can't use it in it's current state and only use the ticketing box.
What problems is the product solving and how is that benefiting you?
Workflow has been streamlined, and keeping tickets up to date and resolving them quickly is easy.
Recommendations to others considering the product:
If you just want glorified email, Hubspot isn't necessary or even fully capable. But if you want to be able to work Support tickets in an easy and capable way, Hubspot will do the job nicely. Makes it easy for multiple people to manage Support requests through email, phone and note taking. The software is fast and runs pretty smoothly and we've had very little downtime with it.
Has been a great addition to our daily routine
What do you like best about the product?
I like the pipeline features that allow us to specify who is working on what.
What do you dislike about the product?
We have had issues with emails that are forwarded creating contacts in the system and also when responding it goes to the original sender instead of who sent the email to us.
What problems is the product solving and how is that benefiting you?
Being able to track productivity in our office.
User Friendly and Helpful Customer Service
What do you like best about the product?
Hubspot was very easy to learn and get up and running. I find the ticketing system to be easy to adjust to fit our companies needs thanks to the multiple pipelines, workflows, and customization tools. Whenever we have an issue, the customer support team is quick to respond.
What do you dislike about the product?
Biggest issue is they do not have a mobile app and the website isn't mobile friendly. If they release a mobile app in the future, it would be a huge help! We do run into small issues (like tickets not updating promptly) every once in a while, but their customer service team is quick to update us when we reach out so we know they're aware of the issues. There is some functionality that I miss from previous help desk solutions (our biggest issue is it doesn't reopen a ticket when a client responds again) but we've typically been able to find a workaround thanks to their workflow tool.
What problems is the product solving and how is that benefiting you?
We're much more organized with our support tickets and we're able to see which types of issues we need to focus more on. The software is very user friendly and pretty quick to navigate through, which saves our team a lot of time and energy.
Lots of Positive Experiences with HubSpot
What do you like best about the product?
I like the live chat feature the most! I have had many helpful conversations with HubSpot reps through this feature. It's such a quick tool and really comes in handy in times of need.
What do you dislike about the product?
I do love the live chat feature, but my least favorite thing about this feature is the fact that it doesn't always seem to be available. I haven't noticed this recently, which has been nice. I am usually able to get in touch with someone who can help, but it is unfortunate when the chat feature is not turned on.
What problems is the product solving and how is that benefiting you?
I have been able to solve a number of problems! Specifically when there has been a temporary glitch, or with our recent update of our company website and email addresses, I was able to receive prompt service from HubSpot. The most beneficial experience was when I was able to get help and tips on our HubSpot forms connected to our new website recently. I spoke with a HubSpot rep in the live chat, and they were able to take my specific links and pinpoint the problem that needed to be fixed. It was great!
HubSpot HelpDesk and Ticketing Review
What do you like best about the product?
HubSpot contains all the needed elements successfully create and manage trouble calls via trouble tickets. It allows you to easily create a case and communicate with the affected user
What do you dislike about the product?
Among the things that are a challenge is the fact that the ticket queue does not refresh automatically. One must manually reload the queue in order to be kept up to date. Also because it is linked into the Marketing portion of HubSpot which will cause an email to not got through due to the fact that some clients have opted not to receive emails from HubSpot. This causes the email to bounce due to this rule.
Another thing is that it is very difficult to find a previously uploaded file, so the file must be attached once again.
Another thing is that it is very difficult to find a previously uploaded file, so the file must be attached once again.
What problems is the product solving and how is that benefiting you?
We are fielding help calls and trouble tickets using HubSpot. We also communicate to our clients using it so it is a handy tool.
Recommendations to others considering the product:
If you are going to use it for ticketing / CRM and sales, make sure that you can clearly delineate to 2 so that attachments are not mixed. Also make sure that you have the files you will be using for product documentation ready to be uploaded so that if you desire you can use it documentation
Lots of functions
What do you like best about the product?
There are a lot of functions provided in one place. Our company is able to use the tool across all of our departments in different ways,
What do you dislike about the product?
The event timeline in a contacts profile can be a bit hard to search through. Email chains seem to never be in the order they should be (could be user error)
What problems is the product solving and how is that benefiting you?
We have a better reporting tool for tickets than with our previous system.
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