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Software · head to head

Help Scout vs HubSpot Service Hub

Help Scout logo

Help Scout

Software

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite
HubSpot Service Hub logo

HubSpot Service Hub

Software

Customer service software for scaling companies

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Help Scout the free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier; HubSpot Service Hub the free tier is capped at 2 users
  • They diverge on capability: Help Scout covers Shared inbox, HubSpot Service Hub covers Ticketing.

Where they differ

Only the attributes on which Help Scout and HubSpot Service Hub actually diverge.

Attributes where Help Scout and HubSpot Service Hub differ
AttributeHelp ScoutHubSpot Service Hub
Founded20112006

Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

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 Help Scout

  • Shared inbox
  • Customer profiles
  • Workflows
  • HubSpot
  • Jira
  • Shopify
  • HIPAA

Only in HubSpot Service Hub

  • Ticketing
  • Customer feedback
  • Conversational bots
  • HubSpot CRM
  • Zoom
  • Microsoft Teams
  • SSO

Both cover

  • Knowledge base
  • Live chat
  • Reporting
  • Slack
  • 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.

Help Scout

  • Shared inbox and help desk for customer support teamsnot HubSpot Service Hub
  • Publishing a knowledge base alongside email and chat supportnot HubSpot Service Hub

HubSpot Service Hub

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

Where each one falls short

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

Help Scout

  • The free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • Inboxes are rationed by plan, at 1 on free, 5 on Plus and 10 on Pro
  • Each plan also caps users, at 25 on Standard and 50 on Plus
  • The Pro plan at $75 per user per month carries a 10 user minimum, so the entry cost is $750 a month
  • SSO, SAML and HIPAA compliance are Pro only
  • AI Answers is billed separately at $0.75 per resolution on top of the seat price

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

Help Scout

Free
  • Standard$20/month
    • 2 mailboxes
    • 1 Docs site
    • Email & live chat
  • Plus$40/month
    • 5 mailboxes
    • Custom fields
    • Advanced permissions
  • Pro$65/month
    • 25 mailboxes
    • Enterprise security
    • HIPAA compliance

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 Help Scout if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want customer profiles.
Help Scout review

Choose HubSpot Service Hub if

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

Questions people ask

Is Help Scout or HubSpot Service Hub better?
Neither clearly leads. Help Scout 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, Help Scout or HubSpot Service Hub?
Help Scout starts at Free and HubSpot Service Hub at Free.
Does Help Scout or HubSpot Service Hub run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Help Scout for free?
Both have a free tier, so you can try either at no cost before committing.
What is Help Scout best used for?
Help Scout is most often used for shared inbox and help desk for customer support teams, publishing a knowledge base alongside email and chat support. Of those, shared inbox and help desk for customer support teams and publishing a knowledge base alongside email and chat support are not what HubSpot Service Hub is typically brought in for.
What can Help Scout do that HubSpot Service Hub cannot?
Help Scout covers Shared inbox, Customer profiles, Workflows, HubSpot. HubSpot Service Hub covers Ticketing, Customer feedback, Conversational bots, HubSpot CRM. Both handle Knowledge base, Live chat, Reporting, Slack.
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Related pages

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