Struggling to keep up with customer demands?

Well, you're not alone! 

In today's business world, managing customer relationships is more important than ever. That's where a CRM software comes in, helping businesses keep track of customer interactions and data. 

In this blog, we'll compare two popular tools for customer service – HubSpot vs Freshdesk – to help you decide which one delivers the best value for your business. 

So, get ready to explore the features, pricing, and benefits of each platform and discover the perfect solution to meet your customer relationship needs!

HubSpot vs Freshdesk: The Ultimate Showdown 

Freshdesk and HubSpot Service Hub are among the most popular on the market, offering robust features to help businesses manage their customer engagement needs. But which of these two customer service software is right for your business? 

Let's find out!

HubSpot Service Hub vs. Freshdesk: Integrations 

HubSpot offers a wide range of integration options with tools such as Salesforce, Google Analytics, and more. HubSpot's API allows for easy two-way data sync in real-time, making it easier to manage customer relationships and data across different platforms.

Additionally, HubSpot's integration process is typically straightforward, with most integrations being completed within a few clicks.


Freshdesk is a cloud-based customer service platform that offers integrations with popular tools like Slack and Jira. While Freshdesk's integration options may require additional configuration and setup, they offer a good range of integrations that can help streamline your customer service operations. 

However, it's worth noting that Freshdesk's integrations typically only allow for one-way data sync, meaning that data can only be shared from Freshdesk to the external tool.


Source: Freshdesk

  • HubSpot's integration options are more robust and flexible, making it a better option for businesses that require seamless data sync and management across different platforms

Reading Recommendation: Why switch to HubSpot? Have a look at these in-depth HubSpot reviews

HubSpot Service Hub vs. Freshdesk: Shared Inbox 

HubSpot's shared inbox consolidates all customer conversations in one place, including live chat, Facebook Messenger, chatbots, team email, and more. This centralized inbox enables sales, marketing, and customer support teams to access, manage, and respond to all discussions seamlessly. 

Your customers want to communicate with you through various channels, and HubSpot's Conversations tool receives real-time messages from Facebook Messenger and your website's live chat, allowing you to respond promptly via Slack, the Conversations inbox, or the HubSpot mobile app. 

Integrating your service team's email aliases with the discussion inbox ensures that no communication falls through the cracks and boosts team collaboration. Plus, HubSpot's shared inbox is a free tool, so you can get started without any extra costs.


Freshdesk's shared inbox is a great fit for small and medium-sized teams, as it allows agents to set up customized views for quick access to assigned tickets and prompt responses.

Along with essential features like self-service options, automatic replies, and analytics to improve email conversations, Freshdesk also offers over 1000 app integrations to enhance customer care. With Freshdesk's shared inbox, your team can provide efficient and effective customer support.


Source: Freshdesk

  • While both platforms offer strong shared inbox capabilities, HubSpot's shared inbox stands out for its seamless integration with other HubSpot tools and real-time messaging capabilities.

Now, take a quick look at how users rated both the platforms.




Performance Tracking



Email Tracking




HubSpot Service Hub vs. Freshdesk: CRM Capabilities 

HubSpot's in-house-built CRM platform offers a comprehensive solution that integrates service, sales, marketing, and operations teams with hundreds of connectors.

This allows for a holistic view of the customer experience and seamless handoffs between service providers and teams. The platform is designed to create a better experience for customers throughout their journey.


On the other hand, while Freshworks offers solutions for various front-office operations, Freshdesk is a standalone solution that is not included in Freshworks CRM.

This can create challenges for teams trying to align around a single customer perspective without introducing extra linkages and complexity. Freshdesk customers may need to adopt Freshworks Neo, the platform solution, to manage added complexity.


Source: Freshdesk

  • HubSpot CRM platform provides a complete view of the customer journey and enables seamless collaboration between teams. This makes it a better choice.

HubSpot Service Hub vs. Freshdesk: Knowledge Base 

With HubSpot Knowledge Base, businesses can create and maintain a database of information related to their products, services, and operations. The tool allows businesses to easily create, modify, and publish articles, and organize them by topic and category. 

Additionally, businesses can easily create, modify, and publish articles and organize them by topic and category to facilitate easy access for customers. The Knowledge Base functionality also features a powerful search engine that enables customers to quickly find the information they need.


Freshdesk's knowledge base software is also user-friendly and suitable for various businesses. It provides pre-built templates to get started and basic functionality to modify the text, upload images and videos, making article creation simple. 

In fact, Freshdesk claims that its help desk software can resolve customer queries without needing any extensive documentation.


Source: Freshdesk,2023

  • Overall, if customization and a powerful search engine are important to your business, HubSpot's Knowledge Base may be the better choice.

As of March 2023, Service Hub consistently ranks higher than Freshdesk for Self-Service Experience for Customers on the review site 


Knowledge Base



Searchable Articles



Community Forums

No Data Available


Mobile Optimization







HubSpot Service Hub vs Freshdesk: Reporting 

HubSpot offers a range of highly customizable reporting tools, such as dashboards and custom reports. With these tools, customers can generate reports and dashboards that are tailored to their needs.

The reporting features also include different data visualization tools, like graphs, charts, and tables, to help users better analyze their data. 

Additionally, HubSpot's reporting capabilities allow for real-time reporting, enabling users to assess and analyze data as it is generated.


Freshdesk provides basic reporting options, including pre-built reports and dashboard widgets. However, compared to HubSpot, Freshdesk's reporting options are more limited in terms of customization. There may also be some delays in data updates for Freshdesk's reporting. 

Freshdesk's dashboards provide users with a visual summary of their support activity, displaying important metrics in real time. Users can create multiple dashboards to monitor various aspects of their support activity and productivity.


Source: Freshdesk

  • While both HubSpot and Freshdesk offer reporting features, HubSpot's reporting capabilities provide more comprehensive and insightful data analysis, making it the better option between the two.










User, Role, and Access Management



Source: G2

HubSpot Service Hub vs. Freshdesk: Customer Support 

HubSpot Service Hub helps provide customer support in various ways depending on the price package. The free program only offers self-service support through the HubSpot community, where users can connect with peers and find solutions. 

HubSpot also offers self-help resources like its online knowledge base and Academy to support customers. And, for customers on the Introductory package, email, and live chat 24×7 support are available, while the Professional and Enterprise memberships include phone support.


Freshdesk, offered by Freshworks, provides two packages: Help Desk and Omnichannel. The Help Desk package is designed to help businesses manage their customer support operations through features such as ticketing, self-service, and reporting tools. 

On the other hand, the Omnichannel package offers an all-in-one solution that combines these features with chat and telephony services, enabling businesses to connect with their customers through various channels.


Source: Freshdesk

  • HubSpot Service Hub has been recognized as a leader and gold medalist in the 2022 Customer Service Management Report by SoftwareReviews, which was based on feedback from HubSpot users.

Source: Softwarereviews

HubSpot Service Hub vs. Freshdesk: Pricing 

HubSpot Service Hub provides flexible pricing plans that vary depending on the features and number of users required. The best part is that HubSpot Service Hub is free to get started and allows for scalable growth.

The Service Hub Starter plan begins at $20 per month, while the Service Hub Professional plan starts at $500 per month, including 5 paid users. The Service Hub Enterprise plan starts at $1,200 per month, including 10 paid users.

For more details, you may read: HubSpot Service Hub Pricing: Make the Right Choice for Your Business.


Freshdesk's Support Desk plans offer an affordable and simplified customer service CRM solution. Although it provides fewer communication channels, it can still effectively meet your customer service needs.

You can interact with customers through email and social media and create a knowledge base for offline customer support, saving your team valuable time in the future. 

However, its communication channels are limited to phone, live online chat, and instant messaging apps such as Facebook Messenger and WhatsApp.



  • While Freshdesk may be a suitable choice for some businesses, HubSpot's Service Hub provides more comprehensive features and flexibility in its pricing plans, making it the better option for those looking for a complete CRM solution.

Read recommendation: HubSpot Alternatives: Which CRM reigns supreme in 2023?

HubSpot vs. Freshdesk: Which Customer Service Software will help you win Customers?

When it comes to comparing HubSpot Service Hub and Freshdesk for customer service software, both platforms offer unique features. HubSpot Service Hub has a robust knowledge base with an efficient search engine that allows customers to find information quickly. In contrast, Freshdesk offers a low-cost support desk plan that meets customer service demands through fewer channels like email, social media, phone, live chat, and instant messaging.

Additionally, HubSpot Service Hub has a comprehensive suite of customer service tools, including ticketing, live chat, and chatbots. Freshdesk, on the other hand, offers a collaborative inbox, team huddle, and game mechanics that help teams work together more efficiently.

Pricing is another factor to consider, and while HubSpot Service Hub offers plans starting from $20 per month, Freshdesk offers a less expensive version of the platform with plans that cater to small businesses.

Here's an overall rating breakdown of verified user reviews for both HubSpot and Freshdesk.


Overall Rating



Value for Money



Customer Support



Ease of Use







Eventually, the choice between these two platforms depends on your business needs and budget. HubSpot Service Hub is an excellent choice for businesses looking for a comprehensive customer service suite with a powerful knowledge base, while Freshdesk is ideal for businesses looking for a low-cost, simplified version of customer service CRM.

Here's a quick summary of Freshdesk vs HubSpot Service Hub:

HubSpot Service HubFreshdesk
HubSpot Service Hub is a platform that combines a CRM, a ticketing system, and automation capabilities. It's intended to assist businesses to improve their client interactions by offering a consistent, tailored experience across all channels.Freshdesk specializes in customer assistance and helpdesk solutions. Freshdesk, on the other hand, offers solutions for ticket administration, knowledge base management, and self-service portals.
HubSpot has a range of features like email marketing, social media scheduling, and analytics that help businesses build and maintain strong relationships with their customers.Freshdesk, on the other hand, is more focused on customer support and ticket management. 
HubSpot has a broader range of integrations, making it a more versatile option. Freshdesk integrations can help businesses improve customer support, increase efficiency, and improve overall customer experience.

Ready to win over your Customers with the best Customer Portal?

We hope that you've now understood the key features, pricing, and benefits of HubSpot and Freshdesk and assisted you in deciding which CRM tool offers the best value for your business. While both these customer service solutions have their strengths and weaknesses, they are both powerful tools that can help you manage your customer relationships effectively. 

Ultimately, the choice depends on your business's unique needs and goals. So, take the time to consider what features are most important to you, evaluate your budget, and choose the service desk platform that best fits your requirements. 

Remember, customer satisfaction is crucial for the success of any business, and having the right CRM tool can make all the difference.

If you're ready to take your business to new heights with HubSpot CRM but need some guidance along the way, we're here to help. 

Contact us anytime for expert guidance and support on your journey to success.

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HubSpot vs Zendesk: Manage Customer Relationships with the best tool

HubSpot vs Act-On: The Battle of Leading Marketing Automation Giants

HubSpot vs Hootsuite: The Battle of the Leading Social Media Titans

HubSpot vs Insightly: Pick your favorite CRM in 2023

Frequently Asked Questions

HubSpot and Freshworks CRM are both tools for managing and organizing contacts, but they excel in different scenarios. Freshworks CRM is suitable for handling smaller contact lists of under 50 contacts, while HubSpot performs better when you have a larger contact list exceeding 50. The choice between them depends on the size and specific needs of your contact management tasks.

HubSpot CRM is ideal for growing businesses. It offers a unified platform for marketing, sales, customer service, content management, and operations. This integration simplifies processes and enhances overall efficiency without overwhelming users with unnecessary complexity. Whether you're looking to manage customer relationships, automate marketing, or streamline sales, HubSpot provides a versatile solution to meet your business requirements. It's especially beneficial for businesses seeking a comprehensive tool to scale their operations effectively. HubSpot's all-in-one approach makes it a top choice for businesses looking to grow and thrive.

What sets HubSpot apart is its exceptional integration capability. HubSpot's Content Management System (CMS) truly stands out because it seamlessly works with other HubSpot hubs. By combining the HubSpot CMS with their free Customer Relationship Management (CRM) and Marketing Hub, you can fully harness the power of unified marketing tools and website management. This means your marketing strategies and website efforts can work together harmoniously, creating a more efficient and effective digital presence.

Freshdesk offers a user-friendly and modern design, making it easy to navigate. It's known for its simplicity, making it accessible for businesses. This customer service platform is packed with features, allowing for efficient workflows. It can also be integrated seamlessly with other Freshworks products and various third-party apps through its marketplace. Furthermore, Freshdesk provides a free plan, catering to small businesses. On the downside, some users may find it expensive once they need more advanced features, but the benefits of an easy, feature-rich, and integrative solution often outweigh the costs.