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Customer Support · head to head

Freshworks Customer Service Suite vs HubSpot Service Hub

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
HubSpot Service Hub logo

HubSpot Service Hub

Customer Support

Customer service software for scaling companies

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; HubSpot Service Hub the free tier is capped at 2 users
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, HubSpot Service Hub covers Ticketing.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and HubSpot Service Hub actually diverge.

Attributes where Freshworks Customer Service Suite and HubSpot Service Hub differ
AttributeFreshworks Customer Service SuiteHubSpot Service Hub
Pricing modelUnknownsubscription
PlatformsWeb, Mobile (iOS, Android)Web, Ios, Android
Founded20102006

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Automation
  • Shopify
  • Zapier

Only in HubSpot Service Hub

  • Ticketing
  • Knowledge base
  • Customer feedback
  • Live chat
  • Conversational bots
  • Reporting
  • HubSpot CRM
  • Zoom

Both cover

  • Slack
  • Microsoft Teams
  • Salesforce
  • SOC2
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshworks Customer Service Suite

  • Customer supportnot HubSpot Service Hub
  • Help desknot HubSpot Service Hub
  • Self-servicenot HubSpot Service Hub

HubSpot Service Hub

  • Shared inbox and ticketing for a support teamnot Freshworks Customer Service Suite
  • Knowledge base and customer self-servicenot Freshworks Customer Service Suite
  • Live chat and chatbots on a websitenot Freshworks Customer Service Suite
  • Customer feedback surveys and CSATnot Freshworks Customer Service Suite
  • Support reporting tied into the HubSpot CRMnot Freshworks Customer Service Suite

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

HubSpot Service Hub

  • The free tier is capped at 2 users
  • Professional carries a one-off onboarding fee of $1,500, and Enterprise $3,500, on top of the seat price
  • Seats are $90 a month billed monthly against $100 billed annually on Professional, so the annual commitment is not the cheaper option per month
  • AI features run on monthly credits, 500 on Starter and 3,000 on Professional, which do not roll over
  • Extra credits cost $0.010 each once the monthly allocation is spent

Pricing, plan by plan

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

HubSpot Service Hub

Free
  • FreeFree
    • Ticketing
    • Live chat
    • Calling
  • Starter$45/month
    • Conversation routing
    • Simple ticket automation
    • Multiple currencies
  • Professional$450/month
    • Knowledge base
    • Customer feedback
    • Custom reporting
  • Enterprise$1200/month
    • Goals
    • Conversation intelligence
    • Custom objects

Which should you pick?

Choose Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite review

Choose HubSpot Service Hub if

  • You need ticketing.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
HubSpot Service Hub review

Questions people ask

Is Freshworks Customer Service Suite or HubSpot Service Hub better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and HubSpot Service Hub at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or HubSpot Service Hub?
Freshworks Customer Service Suite starts at Free and HubSpot Service Hub at Free.
Does Freshworks Customer Service Suite or HubSpot Service Hub run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). HubSpot Service Hub runs on Web, Ios, Android.
Can I use Freshworks Customer Service Suite for free?
Both have a free tier, so you can try either at no cost before committing.
What is Freshworks Customer Service Suite best used for?
Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, customer support and help desk are not what HubSpot Service Hub is typically brought in for.
What can Freshworks Customer Service Suite do that HubSpot Service Hub cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. HubSpot Service Hub covers Ticketing, Knowledge base, Customer feedback, Live chat. Both handle Slack, Microsoft Teams, Salesforce, SOC2.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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Related pages

More on Freshworks Customer Service Suite

More on HubSpot Service Hub

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