HubSpot vs Freshdesk Comparison 2023: Which Is Better?

Date:Thursday, November 16, 2023
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Your business success is closely related to your customer service. That’s why choosing the right customer service software matters. If you’re interested in Freshdesk and HubSpot but can’t decide which one meets your needs better, our comparison can help!

Whether you need straightforward support with Freshdesk or a full-service solution with HubSpot, this guide breaks down the key features, costs, and usability of these popular platforms.

 

Customer support can make or break your business. In other words, if you want a successful business, you must provide quick responses, detailed explanations, and sincere apologies for any issues.

However, choosing the right customer support software can be overwhelming. That’s where our HubSpot vs Freshdesk comparison kicks in and saves the day!

These two deserve your attention because they’re proven customer support solutions, but they meet different needs.

In this article, we’ll compare the key features, costs, usability, integrations, and more of these two giants to help you determine which one is right for you.

 

What is the Difference Between HubSpot and Freshdesk?

The main difference between Freshdesk and HubSpot is their main focus. Freshdesk is primarily a customer support and ticketing system designed to streamline and manage customer inquiries. On the other hand, HubSpot is more comprehensive, offering a suite of tools that cover marketing, sales, and customer service.

In today’s business landscape, customer support is crucial in shaping a customer’s experience with a product or service.

Exceptional customer support results in higher sales and brand loyalty, as evidenced by a 2021 customer service management report stating that 91% of consumers will likely buy again after a positive service experience.

Businesses invest in customer support, contributing to the projected growth of the customer self-service software market from $5.2 billion in 2017 to an estimated $18.14 billion by 2025.

Not investing in a reliable customer support platform can result in competitors gaining a larger market share, as customers value excellent support experiences.

If you’re looking for a good customer service platform, look no further than Freshdesk and HubSpot; they’re both great service providers with different features and pricing.

This HubSpot Service Hub vs Freshdesk comparison should help you discover which platform meets your needs. So, let’s begin and find the best helpdesk software for you.

Freshdesk, as you can learn in our Freshdesk review, excels in providing ticketing, knowledge base management, and automated workflows to enhance customer support operations. It’s a solid choice for businesses looking to streamline their customer service processes.

HubSpot, however, goes beyond customer support, offering a full-stack solution for inbound marketing, sales automation, and customer relationship management (CRM).

It integrates various tools to attract leads, nurture them through the sales funnel, and provide ongoing customer support.

In summary, if you want to improve customer support, Freshdesk might be the go-to choice. But if you’re looking for a comprehensive platform that covers marketing, sales, and service, HubSpot is the more versatile option.

You can learn more about HubSpot in our comprehensive HubSpot review. Now, let’s dive into our 2023 comparison of these two platforms.

 

HubSpot vs Freshdesk Comparison Chart

Here’s a brief comparison of the features of both platforms covered below:

Product

HubSpot

Freshdesk

Winner

Pricing

4/5

4/5

Tie

Freshdesk vs HubSpot Free Versions

4/5

4/5

Tie

Customer Support

3/5

4/5

Freshdesk

Ticketing Management

4/5

4/5

Tie

Incident Management

4/5

4/5

Tie

Multichannel Support

4/5

4/5

Tie

Customer Management

5/5

4/5

HubSpot

Ease of Use?

4/5

3/5

HubSpot

Onboarding Process

4/5

3/5

HubSpot

Mobile Apps

4/5

3/5

HubSpot

Unified Inbox

4/5

3/5

HubSpot

AI Capabilities

4/5

4/5

Tie

Integrations

4/5

4/5

Tie

Self-Service Options

3/5

4/5

Freshdesk

Reporting and Analytics

3/5

4/5

Freshdesk

Individuals or Teams

3/5

4/5

Freshdesk

Large Businesses or Enterprises

5/5

4/5

HubSpot

 

HubSpot vs Freshdesk Pricing

Regarding pricing, Freshdesk has a simpler and tiered approach. So, businesses can choose based on their size and needs.

Winner: Freshdesk

The Free plan is excellent for small teams or startups with basic support requirements. The Growth plan, at $15/agent/month, is suitable for growing businesses that need additional features like automation and customizations.

The Pro plan, priced at $49/agent/month, is geared towards those requiring advanced automation and collaboration features.

On the other hand, HubSpot provides a more modular and expansive pricing structure. The Free Tools option allows users to access various tools across marketing, sales, service, CMS, operations, and commerce.

The Starter plan, starting at $18/month, is a great entry point for individuals and teams that want to improve their customer service, including live chat, meeting scheduling, and ticket automation.

As you move up, the Professional plan, starting at $450/month, offers a comprehensive service desk solution with additional features like playbooks, customer feedback surveys, and service analytics.

HubSpot also provides tailored pricing for businesses and enterprises. You can choose the Professional or Enterprise plan, depending on your needs.

The Professional plan is geared toward comprehensive help desk solutions for businesses and starts at $450 per month, billed annually. It includes 5 paid users, with an additional charge of $90 per month for each extra user.

The plan has starter features like playbooks, customer feedback surveys, a customer portal, and service analytics. The displayed cost excludes the one-time Professional Onboarding fee of $1,500.

There’s also a more robust option, the Enterprise plan, starting at $1,200 per month, billed annually. This plan is designed for advanced control and flexibility. It includes 10 paid users, with an extra cost of $120 per month for each additional user.

The plan has field-level permissions, single sign-on, admin notifications management, conversation intelligence, and custom objects. The displayed cost doesn’t cover the one-time Enterprise Onboarding fee of $3,500.

Choosing between Freshdesk and HubSpot depends on your business size and specific needs.

Freshdesk is a solid choice for those prioritizing customer support and ticketing with a more flexible pricing model.

HubSpot, with a modular approach, is beneficial for businesses and enterprises looking for a comprehensive solution that spans marketing, sales, and service.

Freshdesk vs HubSpot Free Versions

Both Freshdesk and HubSpot offer free versions, but they meet different needs, so no one wins this comparison.

Winner: Tie

Freshdesk’s free version includes:

  • Suitable for small service teams or startups with basic support requirements.
  • Integrated ticketing across email and social.
  • Ticket dispatch, knowledge base, and ticket trend reports.
  • Out-of-the-box analytics and reporting.
  • Team collaboration and 24/7 email support.

HubSpot’s free tools include:

  • A comprehensive suite covering marketing, sales, service, CMS, operations, and commerce.
  • Includes various free marketing, sales, service, CMS, operations, and commerce tools.
  • Live chat, meeting scheduling, email, and in-app chat support.
  • Conversation routing and simple ticket automation.

As you can notice, Freshdesk’s free version is more focused on service management with features like ticketing and a knowledge base, making it ideal for businesses mainly concerned with managing customer inquiries.

On the other hand, HubSpot’s free plan provides various tools across marketing, sales, and service, making it a better choice for businesses looking for a unified solution.

If you prioritize customer support and ticketing, Freshdesk’s free version is a solid choice. If you’re looking for a more comprehensive platform with tools beyond customer support, HubSpot’s free tools might be the winner for you.

 

Customer Support

When comparing customer support between Freshdesk and HubSpot, both offer various options. However, Freshdesk takes the lead for the following reasons:

Winner: Freshdesk

Freshdesk stands out with 24/7 support, ensuring help is available at any time. The platform also emphasizes onboarding support from the start, aiming to set users up for success with the support tool.

On the other hand, HubSpot’s support options depend on the product plan.

The free HubSpot users can get support through the community, while Starter accounts receive support through the community, email, and chat.

The Professional and Enterprise accounts have access to community, email, chat, and phone support.

Freshdesk wins this race because it offers 24/7 assistance to help users whenever needed. While HubSpot offers support, the level varies based on your pricing plan.

 

Ticketing Management

Both platforms offer comprehensive ticketing features, supporting task automation and enabling users to set rules for routing, categorization, prioritization, and designation.

Despite their extensive capabilities, both systems simplify the ticketing process through user-friendly ticket forms and the flexibility of multiple ticketing pipelines.

Additionally, you can see each customer’s ticketing history on both platforms, facilitating the quick resolution of issues. Automatic updates of ticketing data across the platform’s modules further enhance workflow efficiency.

Winner: Tie

HubSpot enhances ticketing with analytics, allowing users to track key metrics such as the rate of customer conversations and tickets over time. Compared to Freshdesk, HubSpot’s ticketing approach is leaner and more user-friendly.

On the other hand, Freshdesk enriches the ticketing system with a plethora of useful features. It includes solutions for SLA management and field service ticketing for remote site concerns.

The platform’s AI suggests relevant articles at the end of each customer inquiry, aiding agents in issue resolution. Additionally, Freshdesk allows users to split or merge tickets based on the situation, showcasing a more practical approach to ticket management.

 

Incident Management

Freshdesk and HubSpot Service Hub have strong capabilities in incident management, addressing and resolving unexpected issues efficiently.

Winner: Tie

Freshdesk includes solutions for SLA (Service Level Agreement) management and field service ticketing for remote site concerns.

The software’s AI suggests helpful articles at the end of each customer inquiry, aiding agents in swiftly resolving issues. Users can split or merge tickets as needed, providing flexibility in handling incidents.

Freshdesk’s useful approach ensures comprehensive incident resolution and proactive customer support. On the other hand, HubSpot allows users to log, track, and resolve customer incidents within the platform.

While HubSpot emphasizes a leaner ticketing approach, incident management benefits from the platform’s analytics; they enable users to track key metrics, such as the rate of customer conversations and incidents over time.

If you value a practical approach with AI assistance, especially for SLA management and remote service concerns, Freshdesk shines.

On the other hand, if you prefer a platform with a more integrated and analytics-driven incident management system, HubSpot may be the preferred choice.

 

Multichannel Support

Freshdesk and HubSpot Service Hub excel in providing multichannel support. In other words, businesses can engage with customers across various communication channels.

Winner: Tie

Freshdesk offers integrated ticketing across email and social channels, providing a centralized platform for managing customer interactions.

The platform supports team collaboration, allowing seamless communication and coordination across different channels. With automation features, Freshdesk enables users to set rules for routing, categorization, and prioritization of tickets from various channels.

On the other hand, HubSpot’s omnichannel support is comprehensive, covering not only customer support but also marketing and sales channels.

The platform offers free tools, including live chat and email, to enhance customer engagement. HubSpot’s ticketing system is integrated with these channels, providing a unified view of customer interactions across different touchpoints.

If you’re looking for a dedicated customer support solution with strong multichannel ticketing capabilities, Freshdesk is a solid choice.

However, if you seek a one-stop shop that seamlessly integrates customer support with marketing and sales channels, HubSpot is the way to go.

 

Customer Management

Regarding customer or contact management, both platforms provide robust solutions. However, they take different approaches.

Winner: HubSpot

HubSpot Service Hub has a distinct advantage with built-in CRM functionality.

This integrated HubSpot CRM allows users to store and organize contacts, centralize communications, work with the sales team, and map out the entire customer service experience, all within one platform.

The CRM integration empowers users with comprehensive customer insights and facilitates seamless coordination between customer service and sales teams.

Freshdesk, while lacking dedicated CRM software, seamlessly integrates with Freshdesk’s developer’s CRM and Freshsales and supports third-party integrations with platforms like Zoho CRM and SugarCRM.

Through CRM integrations, users can access stored customer details, update lead and customer information, and collaborate closely with the sales team.

HubSpot takes the lead in customer management because of the integrated CRM, eliminating the need for additional software.

While Freshdesk compensates for the lack of a dedicated CRM with deep customization features for customer service and communications, HubSpot’s integrated CRM offers a more seamless and comprehensive solution for customer management.

 

Freshdesk vs HubSpot Features & Functionality

Let’s look closely at what Freshdesk and HubSpot have to offer in terms of features and functionality.

HubSpot or Freshdesk for Ease of Use?

In terms of ease of use, both Freshdesk and HubSpot shine by providing user-friendly interfaces despite their expansive functionalities.

Winner: HubSpot

Freshdesk lays out modules on the left sidebar for easy navigation from the home screen. The screens vary depending on features, offering a straightforward process for each function.

Freshdesk manages to fit the many tools within modules, ensuring simplicity and ease of use.

Conversely, HubSpot utilizes the top bar as the main menu and a left sidebar as a submenu for specific functionalities. It employs pop-ups for action controls, ensuring a dynamic approach not constrained by space.

HubSpot features fairly large fonts for accessibility, particularly benefiting older users.

While both platforms offer ease of use, HubSpot adopts a dynamic approach with a top bar and pop-ups, ensuring a user-friendly experience without the space constraints of a left sidebar. This dynamic approach and attention to accessibility give HubSpot a higher score in user-friendliness compared to Freshdesk.

 

Freshdesk vs HubSpot Onboarding Process

When it comes to getting started with Freshdesk and HubSpot, both offer cloud-based solutions that simplify the onboarding process.

Winner: HubSpot

Freshdesk provides an email address per user, with the option to accommodate existing email addresses. It requires customer messages in non-Freshdesk addresses to be forwarded to the Freshdesk email for processing and ticketing.

Freshdesk follows a straightforward approach for connecting channels for ticketing and creating custom tickets, with clear instructions and action controls.

On the other hand, HubSpot presents easy-to-access modules for each channel and clear instructions on how to configure bots. It links to an existing email address for setting up the conversations tool and prompts a fallback address for backup and updates.

HubSpot provides access controls to administrators and clearly defines all ticketing functions.

Overall, Freshdesk offers a clean and clear setup workflow, with straightforward processes for connecting channels and creating custom tickets. On the other hand, HubSpot Service Hub adopts a dynamic approach, making the onboarding process easy by providing easy-to-access modules and clear instructions.

Setting up both platforms requires only a username, password, and email address.

Freshdesk ensures a clean and clear setup workflow, while HubSpot Service Hub takes a dynamic approach to simplify the onboarding process, offering easy-to-access modules and clear instructions.

The slight edge in this regard goes to HubSpot Service Hub.

 

HubSpot vs Freshdesk Mobile Apps

Let’s compare the mobile apps of Freshdesk and HubSpot Service Hub:

Winner: HubSpot

Freshdesk’s mobile app is available on both Android and iOS platforms. It allows users to use default and custom drop-down fields in Freshdesk as filters to find specific lists of tickets.

Moreover, it offers sorting options for tickets based on various criteria such as agents, group type, created time, and resolution due date. Lastly, it enables users to manage customer support tasks and access relevant ticket information on the go.

HubSpot’s mobile app allows users to take HubSpot’s CRM tools on the go. It’s also available on both Android and iOS platforms, enabling users to view and edit records, make calls, manage marketing emails, and use the conversations inbox directly from their mobile devices.

In conclusion, HubSpot offers a mobile solution for managing various aspects of customer relationships, marketing, and sales tasks while on the move.

If your primary focus is on customer support tasks and ticket management, Freshdesk offers a dedicated solution.

On the other hand, if you require a comprehensive mobile solution for managing CRM tools, marketing, and sales tasks on the go, HubSpot Service Hub provides a more expansive offering.

 

Unified Inbox

When comparing unified inboxes, both Freshdesk and HubSpot offer comprehensive solutions with their unique approaches.

Winner: HubSpot

Freshdesk’s shared inbox works as an email helpdesk ticketing system; it automatically converts incoming emails into tickets. It also allows users to assign tickets to members of the customer support team.

Moreover, Freshdesk’s inbox features color-coding of emails based on priority levels or statuses. Lastly, it utilizes custom automated workflows for task categorization, routing, and tracking.

HubSpot’s unified inbox centralizes emails and messages from various communication channels. It offers multiple filters and views for easy tracking and response to concerns.

Additionally, it categorizes messages, eliminating the need for agents to switch screens or worry about formats during replies. Lastly, it includes a comments tab for agents to post notes on customer concerns and update their current status.

If you prioritize a streamlined email helpdesk ticketing system, Freshdesk is a strong contender. However, if you seek a unified inbox that goes beyond emails, consolidating messages from various channels with additional features, HubSpot Service Hub may be the preferred choice.

 

AI Capabilities

Now, let’s compare the AI capabilities of both platforms.

Winner: Tie

Freshdesk utilizes AI to enhance customer support by analyzing concerns and linking customers to helpful articles. It employs AI-driven chatbots that suggest relevant articles at the end of each customer inquiry, aiding agents in issue resolution.

Moreover, Freshdesk offers AI features through the platform’s AI engine, FREDDY, which includes assist bots, email bots, auto-triage, etc,

HubSpot Service Hub integrates AI-driven analytics to track key metrics such as the rate of customer conversations and incidents over time. It leverages AI for field-level permissions, single sign-on, admin notifications management, conversation intelligence, and custom objects in the Enterprise plan.

If AI-driven customer support with advanced features like assist bots and auto-triage is a priority, Freshdesk is a strong choice.

On the other hand, if you’re looking for a platform that integrates AI across various aspects, including analytics, permissions, and admin notifications, HubSpot Service Hub offers a more comprehensive AI approach.

 

Integrations

When it comes to integrations, both Freshdesk and HubSpot seamlessly connect with many business tools, covering areas from sales and marketing to CRM and social media.

Winner: Tie

Freshdesk effectively leverages social media integrations, especially with platforms like Facebook and Twitter, for administering and tracking communications with customers.

It ensures a comprehensive array of integrations that cater to various business needs.

HubSpot Service Hub boasts an extensive list of integrations, matching Freshdesk with over 1,000 options. It stands out with the potential for customized solutions through API integrations, empowering users to tailor solutions to their specific needs.

In a nutshell, both Freshdesk and HubSpot Service Hub provide extensive integration options, ensuring compatibility with various business tools.

However, HubSpot can accommodate custom solutions, offering users the flexibility to tailor integrations to their specific requirements.

A Note on Freshdesk HubSpot Integration

Yes, Freshdesk and HubSpot integrate seamlessly. This means they share information, allowing your teams to collaborate better.

With this HubSpot Freshdesk integration, you can access and update sales and marketing data on Freshdesk, view customer records from HubSpot, and even browse through customer support interactions—all in one place.

This unified system helps you offer quick, personalized solutions, keep information up to date across all tools, and collaborate effortlessly for a better customer experience.

 

Self-Service Options

When comparing self-service options, both Freshdesk and HubSpot offer robust tools, but they differ in their approach.

Winner: Freshdesk

Freshdesk provides extensive content management tools for creating articles within the knowledge base, empowering multiple parties to contribute. The knowledge base supports access controls and customization.

Notably, Freshdesk goes beyond traditional knowledge bases by offering the ability to generate forums. These forums facilitate online discussions among staff and customers, fostering idea exchange and collaborative problem-solving.

The platform’s AI enhances support by analyzing customer concerns and intelligently linking them to helpful articles, providing a more proactive and personalized self-service experience.

HubSpot utilizes workflows and productivity tools to ensure a smooth user experience within its self-service portal. Users can leverage snippets to expedite issue resolutions.

While HubSpot may not have forums like Freshdesk, it emphasizes efficiency through workflow automation and productivity tools to enhance the overall self-service experience.

Freshdesk is better in this regard, with a comprehensive self-service portal toolset that offers not only a robust knowledge base but also the capability to generate forums. The AI-driven support analysis adds a layer of intelligence to issue resolution.

HubSpot, while lacking the forum feature, focuses on providing an efficient self-service experience through workflows and productivity tools.

If you prioritize collaborative discussions and a feature-rich self-service portal, Freshdesk is a strong choice. If workflow automation and efficiency are your primary concerns, HubSpot offers a streamlined self-service experience.

 

Reporting and Analytics

Regarding reporting and analytics in customer service systems, both Freshdesk and HubSpot provide robust features, but they differ in their focus.

Winner: Freshdesk

Freshdesk offers in-depth reporting features and tracks workforce productivity, ticketing statuses, service levels, and customer satisfaction.

It holds an advantage in terms of personalization, allowing users to customize and schedule reports according to their specific needs.

HubSpot emphasizes usability and ease of tracking and measuring Key Performance Indicators (KPIs). The platform streamlines the process of presenting information, making it easy for users to derive insights.

If you value a comprehensive set of features and customization options in reporting, Freshdesk is the preferred choice.

On the other hand, if usability and a user-friendly interface matter to you more, HubSpot Service Hub offers a more streamlined and accessible reporting experience.

 

Freshdesk or HubSpot for Individuals or Teams?

Freshdesk wins this comparison because it’s simple and focuses on customer support essentials.

Winner: Freshdesk

Freshdesk is great for small teams and individuals who need a straightforward customer support solution. It’s user-friendly and offers ticketing, automation, and a knowledge base.

The interface is intuitive, making it easy for teams to collaborate and stay organized. Plus, it’s scalable as your team grows.

HubSpot, on the other hand, is a more comprehensive platform. It’s not just for customer support; it’s a great all-in-one marketing, sales, and service solution.

While it may offer more features than Freshdesk, it might be a bit overwhelming for small teams or individuals who only need customer support tools.

 

Freshdesk or HubSpot for Large Businesses or Enterprises?

HubSpot is better for large businesses and enterprises because it offers many tools, providing a unified place for large businesses to manage their customer relationships.

Winner: HubSpot

Freshdesk can handle the needs of larger businesses with its enterprise-level plans. It provides advanced features like custom reporting, multilingual support, and enterprise-grade security.

However, it might lack some of the more sophisticated marketing and sales tools that larger enterprises might require.

HubSpot, being a comprehensive solution, can meet the needs of large businesses. It seamlessly integrates marketing, sales, and service tools, offering a holistic approach.

The ability to manage all customer interactions in one platform can be a game-changer for big enterprises.

 

Is HubSpot Better Than Freshdesk? Key Takeaways

Choosing between these customer service solutions depends on how big your business is.

If it’s just you or a small crew, Freshdesk is the way to go. It’s easy to use and grows with you.

Tip: Watch your team size – Freshdesk is your buddy as you expand.

Going big? HubSpot is the champ. It puts together marketing, sales, and service in one place.

Tip: Think big picture – HubSpot is great when your business needs a full-service superhero.

In a nutshell, match your choice with your business size and plans. Freshdesk keeps it simple, while HubSpot suits those aiming for the full-service vibe.

Consider what fits your needs now and down the road, and you’ll find the perfect match for your business journey.

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