If you’ve ever used HubSpot’s Service Hub, you might appreciate the constant updates and improvements the platform undergoes. HubSpot is putting a lot of resources into its service offering, and while it’s getting better every day, a few things still might leave you wanting more.
Compared to other industry giants like Desk365, Zendesk, Jira, or Freshdesk, HubSpot’s Service Hub can feel a little less mature, especially when it comes to internal team collaboration features.
For teams looking for a more robust solution, especially one that excels in helping both customers and internal teams communicate seamlessly, there are a number of strong alternatives on the market. These options often provide a deeper set of tools for managing internal workflows, automating tasks, and offering multi-channel support.
If you’re looking for a customer service platform that balances great features for both external and internal teams, the following alternatives might just be what you need.
Common reason why you might look for HubSpot Service Hub alternatives
1. Ticket system needs improvements
One user mentioned that HubSpot Service Hub’s ticketing system could use some enhancements. Specifically, they believe adding a time tracking feature—tracking the duration from when a ticket is opened to when it’s closed—would be incredibly helpful.Â
The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. – Updates must be done to better optimize the search bar and fix some small bugs.
2. Little cumbersome
One user mentioned that while the free plan offers a lot of features, it’s a bit overwhelming because of all the functionality available. They said it can feel cumbersome at times, especially when trying to navigate everything. However, they acknowledged that once you start needing more advanced features, the cost starts to add up quickly, making it pricey to access those extra tools.
It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.
3. Least mature compared to other tools
A user expressed that, while HubSpot Service Hub offers many useful features, it still lags behind more established platforms like Zendesk, Jira, and Freshdesk. They noted that, although it’s not as mature, HubSpot is heavily investing in improving the platform and it continues to evolve with each new update. As a result, it gets better almost every single day.
The thing I don’t like personally about HubSpot’s Service Hub is that compared to the other popular customer service tools on the market like(Zendesk, Jira, Freshdesk, etc.) it’s the least mature. However, HubSpot is investing heavily in it and it gets better almost every single day as new updates are released.
9 best HubSpot Service Hub alternatives for businesses in 2025
- Desk365
- Zendesk
- Salesforce Service Cloud
- Intercom
- Freshdesk
- Zoho Desk
- Gorgias
- Front
- LiveAgent
1. Desk365
Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike.Â
Key features
1. AI-powered ticket responses
Desk365 enhances agent efficiency by utilizing AI to generate quick, contextual replies. These AI-powered responses are based on historical ticket data and knowledge base articles, allowing agents to respond faster and with more accuracy. This significantly reduces the time spent on routine inquiries.Â
2. Service Level Agreements (SLAs)
Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.Â
3. Unified inbox
Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.Â
4. Automations
Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).Â
5. Real-time alerts and notifications
Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.Â
6. Round-robin ticket assignment
To ensure a balanced workload, Desk365 includes a round-robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.Â
7. Knowledge base
Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.Â
8. Custom ticket views and reports
Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.Â
9. Omnichannel support
Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:Â
- Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.Â
- Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.Â
- Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.Â
- Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.Â
10. Customization options
Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:Â
- Agent roles and permissions for different levels of access.Â
- Ticket forms with custom fields and workflows to align with your processes.Â
- Support portal appearance to match your branding.Â
- Email settings and secondary email configurations for different departments (e.g., sales, marketing).Â
11. Mobile accessibility
Desk365 ensures that your team can stay productive even on the go. The platform offers mobile apps for both agents and customers, allowing users to manage tickets, respond to requests, and monitor performance from their mobile devices.Â
12. Powerful analytics
Desk365 includes powerful reporting tools that provide actionable insights into your support operations:Â
- Custom reports: Tailor reports to analyze any specific data related to your team’s performance, ticket trends, or customer satisfaction.Â
- Agent performance reports: Evaluate individual agent metrics like response times and ticket resolution rates.Â
- Ticket trends report: Visualize trends across different ticket fields to identify recurring issues or bottlenecks.Â
Pricing:
Lowest Paid Plan: $12/agent/month
Highest Paid Plan: $20/agent/month
Free trial available.
2. Zendesk
Zendesk, often compared with ServiceNow, is a powerful customer service software that caters to businesses looking for a robust, scalable solution to manage their customer interactions. Known for its flexibility and comprehensive set of features, Zendesk allows companies to build better customer relationships through streamlined communication and improved support services. This platform stands out in the Zendesk review landscape as a top choice for businesses looking to elevate their customer experience with efficiency and customization.
Recommended Reading – Â Best Zendesk Alternatives in 2025
Key features of Zendesk
- Multi-channel support
- Advanced ticketing system
- Automation and workflows
- Customizable interfaces
- Reporting and analytics
- Integrations with other business tools
- Knowledge base and self-service options
- Live chat capabilities
- AI and machine learning enhancements
- Security and compliance measures
Pricing
- Suite team: $55/agent/monthÂ
- Suite growth: $89/agent/monthÂ
- Suite Professional: $115/month/ user
Read More – Zendesk Pricing: Does it offer value for money?
3. Salesforce Service Cloud
Salesforce Service Hub is a comprehensive customer service platform offered by Salesforce, designed to help businesses manage and improve their customer support operations. It is part of the broader Salesforce Service Cloud, which provides tools for managing customer service interactions across various channels.
Key features of Salesforce Service Cloud
- Case management
- Omnichannel support
- Automation and AI
- Knowledge base
- Collaboration tools
- Reports and dashboards
- Customizable service console
- Integration with Salesforce ecosystem
Pricing
- Starter Suite:Â Starting at $25 per user per month.
- Pro Suite:Â Starting at $100 per user per month.
- Enterprise Edition:Â $165 per user per month.
- Unlimited Edition:Â $330 per user per month.
- Einstein for Service:Â $500 per user per month.Â
4. IntercomÂ
Intercom is a customer communication platform designed to help businesses engage with their customers more effectively. It provides a suite of tools that support real-time, personalized communication and service, aimed primarily at improving user engagement, support, and conversion.
Intercom features
- Live chatÂ
- Bots and automationÂ
- In-App messagingÂ
- Customizable chat widgetsÂ
- Help Desk and ticketingÂ
- Knowledge baseÂ
- Customer feedbackÂ
- Email campaignsÂ
- Reporting and analyticsÂ
- Integrations with other tools
Pricing
- Essential: $39/monthÂ
- Advanced: $99/monthÂ
- Expert: $139/monthÂ
5. Freshdesk
Freshdesk, often compared with Zendesk, is a comprehensive customer support software developed by Freshworks Inc. It’s designed to streamline customer service processes and improve the quality of support provided by businesses across various industries. Freshdesk offers a multitude of features aimed at enhancing customer experience and boosting the efficiency of support teams.
Recommended Reading – 13 Best Freshdesk Alternatives for Businesses for 2025
Freshdesk features
- Ticket management
- Freddy AI Assist
- Self-service
- Agent productivity
- Customization
Pricing:
- Growth: $15/agent/month
- Pro: $49/agent/month
- Enterprise: $79/agent/month
6. Zoho Desk
Zoho Desk, often compared with Zendesk is a cloud-based customer service software designed to help businesses manage their customer support activities efficiently. As a part of the Zoho ecosystem, which includes a wide range of business and productivity tools, Zoho Desk integrates seamlessly with other Zoho applications as well as third-party systems. Here’s what makes Zoho Desk stand out:
Zoho Desk features
- Customization
- Ticket management
- Omnichannel
- Automation
- Analytics
Pricing:
Standard: $14/user/month
Professional: $23/user/month
Enterprise: $35/user/month
7. FrontÂ
Front is a customer communication platform that centralizes your email, social media, and team collaboration into one unified inbox. It is designed to help teams work together more efficiently on customer communications and to provide better service. Â
Key features of Front:Â
- Unified inboxÂ
- Collaboration toolsÂ
- Automated workflowsÂ
- Analytics and reportingÂ
- IntegrationsÂ
- CustomizationÂ
- Mobile accessibilityÂ
Pricing
- Starter: $19/user/monthÂ
- Growth: $59/user/monthÂ
- Scale: $99/user/monthÂ
- Premier: $229/user/monthÂ
8. LiveAgent
LiveAgent is a versatile customer support software that provides a comprehensive suite of tools for businesses to manage customer interactions across multiple channels.
It offers features such as ticketing, live chat, call center integration, and a knowledge base, all within a single platform. LiveAgent’s real-time chat and ticketing system enable support teams to respond quickly and efficiently to customer inquiries, while its robust reporting and analytics tools help track performance and identify areas for improvement.
Additionally, LiveAgent offers customization options and integration with various third-party applications, making it a flexible solution for businesses looking to enhance their customer support and engagement strategies.
Recommended Reading – Top LiveAgent Alternatives in 2025
LiveAgent features
- Ticket management
- Live chat
- Real-time visitor monitoring
- Video chat
- Multi-channel support (email, social media, voice)
- Knowledge base
- Customer Portal
- Automation and rules
- SLA management
- Reporting and analytics
Pricing
Free: Forever free plan
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-Inclusive: $39/agent/month
9. Gorgias
Gorgias is a customer service management platform specifically designed for e-commerce businesses. It boasts seamless integration with major platforms like Shopify, BigCommerce, and Magento, allowing you to manage support and even handle order edits and refunds directly within the software.Â
Gorgias features
- Manage all customer inquiries across channels (email, chat, social media) in one unified platform.Â
- Edit orders, modify subscriptions, and process refunds directly from the Gorgias interface.Â
- Track and manage all customer conversations, including text messages, social media interactions, and live chat sessions.
Pricing
Lowest plan – $10/agent/monthÂ
Highest plan – $50/agent/month
Which HubSpot Service Hub alternative is best for you?
If you’re seeking a robust alternative to HubSpot Service Hub, Desk365 emerges as a compelling choice, especially for teams operating within the Microsoft 365 ecosystem.
1. Seamless Microsoft 365 integration
Desk365 integrates directly with Microsoft Teams, allowing agents to manage tickets, respond to queries, and collaborate without leaving the Teams environment. This integration streamlines workflows and enhances productivity.
2. AI-powered automation
Leverage AI features such as automated ticket summarization, knowledge base article generation, and intelligent response suggestions. These tools help reduce manual workload and accelerate response times.
3. Customizable workflows
Tailor the helpdesk to your organization’s needs with customizable ticket forms, fields, agent roles, and workflows. This flexibility ensures that Desk365 aligns with your specific support processes.
4. Comprehensive reporting and analytics
Monitor team performance with detailed reports and dashboards. Track metrics like response times, ticket resolution rates, and customer satisfaction to make informed decisions.
5. Cost-effective pricing
Starting at $12 per user per month, Desk365 offers a budget-friendly solution without compromising on features. This makes it an attractive option for small to mid-sized businesses.
Like one of the G2 users said, “Stop searching for a helpdesk — this is the one.
What are the consideration for choosing the HubSpot Service Hub alternatives?
Evaluate how well the platform aligns with your business goals, the complexity of your customer service needs, and your team’s workflow.
1. Your business size & growth plans
Scalability: Is your team small now but expected to grow? HubSpot scales well with business growth.
User seats & permissions: Consider how many agents you’ll need and whether you require role-based access.
2. Core features needed
Ticketing system: Does it support the way your team tracks, assigns, and resolves customer issues?
Knowledge base: Will you use self-service support options?
Automation & workflows: Do you need auto-assignment, SLA tracking, or escalation paths?
Live chat & chatbot: Useful for real-time support on your site.
Customer feedback tools: Built-in surveys (NPS, CSAT) to measure satisfaction.
3. Integrations
CRM integration: HubSpot Service Hub is built on the same platform as HubSpot CRM—great if you’re already using it.
Third-party tools: Check compatibility with tools like Slack, Gmail, Zoom, Jira, etc.
4. Reporting & analytics
Can it track ticket volume, response times, agent performance, and customer satisfaction?
Are the reporting tools flexible and detailed enough for your needs?
5. Pricing
Free vs. paid tiers: The free version includes basics, but advanced automation, SLAs, and reporting require a paid plan.
Cost per user: Consider how many agents will need access.
Bundling: If you’re using HubSpot for marketing or sales, you might save with a bundled package.
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