If you’re exploring helpdesk solutions for your support team, HubSpot Service Hub may seem like a logical next step, especially if you’re already using their CRM or marketing tools. But how does its pricing stack up for businesses that want a dedicated, efficient, and cost-effective customer support platform?
In this post, we’ll break down everything you need to know about HubSpot Service Hub pricing, what each tier includes, and what users are saying online.
HubSpot Service Hub pricing overview
HubSpot offers four primary tiers based on your support team’s size and feature requirements:
Plan
Monthly price
Best for
Key features
Free
$0
Individuals & micro teams
Shared inbox, basic ticketing, live chat (with HubSpot branding)
Starter
$20/agent/month
Basic support needs
Limited automation, basic ticket pipelines, branded live chat
Professional
$90/agent/month
Scaling support teams
SLA management, custom views, service analytics, 15 ticket pipelines
Enterprise
$150/agent/month
Complex organizations
Custom objects, advanced automation (1,000 workflows), 100 ticket pipelines, permissions control
What each HubSpot Service Hub plan includes?
1. Free plan
Best For: Individuals or small teams just getting started
Includes:
- Shared team inbox
- Basic ticketing (manual routing)
- Live chat (HubSpot-branded)
- Limited reporting
- Chatbot builder (limited logic)
- 1 pipeline, no SLAs, no automation
2. Starter plan
Starting at $20/agent/month it is best for small teams with basic support workflows
Includes:
- Up to 2 ticket pipelines
- Custom branding (limited)
- Snippets and email templates
- Basic automation (e.g., auto-response rules)
- Conversation routing
- Simple reporting
3. Service Hub professional plan
Starting at $90/agent/month it is best for mid-size and growing teams needing automation and insights
Includes:
- SLAs and working hours
- 15 ticket pipelines
- Service analytics & custom reports
- Knowledge base with limited AI
- Multiple inboxes
- Custom views and team management
- Up to 300 automation workflows
- Integration with limited WhatsApp messaging (1,000/month)
4. Service Hub enterprise plan
Best for large organizations with complex needs
Includes:
- 100 ticket pipelines
- Up to 1,000 workflows
- Custom objects
- Permission and team hierarchy controls
- Field-level permissions
- Playbooks and advanced bots
- SSO (single sign-on)
Key limitations to watch for
- No SLAs, automation, or analytics in the Free and Starter plans, requires jumping to the $90/agent Professional plan for core support operations.
- No unified omnichannel inbox at any tier. Channels like email, chat, and social are siloed, leading to fragmented conversations and agent inefficiency.
- AI in the knowledge base is minimal. Limited to basic suggestions; lacks features like real-time article recommendations or auto-generated content.
- Integrations and workflows are designed primarily for sales and marketing. Support-specific workflows (escalations, agent load balancing, etc.) are limited and complex to configure.
- WhatsApp, Instagram, and Microsoft Teams support is either unavailable, limited (e.g., message caps), or requires third-party integrations or developers.
- Customization and branding options are restricted in lower tiers. Starter still carries constraints around widget customization, ticket view flexibility, and user roles.
What are real users saying?
While HubSpot markets Service Hub as a scalable support solution, real-world feedback from review sites and user forums reveals some key concerns, particularly around pricing, customization, and the lack of certain core features at lower-tier plans.
Automation requires expensive add-ons
“If you want to automate your workflow to email your customer automatically, you have to pay for the marketing add on which starts from $1200 AUD per month.”
Source: G2
Despite HubSpot Service Hub advertising workflow automation in the Professional tier, users point out that email automation workflows are restricted unless you purchase HubSpot Marketing Hub. For support teams looking to run follow-up sequences or status notifications, this limitation introduces unexpected costs.
High cost of scaling and limited integration options
“The biggest drawback is cost. It’s on the pricey end to get meaningful functionality. I don’t love having to buy the bundled seats—it gets costly to add a new team member. I also think its integrations capabilities are limited, which means we need additional tools to use as third-party connectors, increasing costs even more.”
Source: G2
This reviewer highlights several critical concerns such as, high upfront cost just to unlock core features, bundled pricing model that makes scaling teams expensive and limited native integrations, leading to the need for additional middleware tools and connectors
Not friendly for smaller businesses
“Pricing and pricing plan features could be more accommodating for smaller businesses.”
Source: Capterra
Capterra reviewers feel that HubSpot Service Hub is priced for enterprises and not well-suited for startups or small businesses with leaner support teams.
A smarter alternative?
While HubSpot is a well-known name offering a bundled platform, it’s worth evaluating if the features it offers for customer support justify the price, especially when compared to focused, modern alternatives like Desk365.
Let’s compare the two platforms across essential areas for customer support teams.
Omnichannel support and ticket management
HubSpot Service Hub includes omnichannel capabilities like live chat, email, Facebook Messenger, and limited WhatsApp support. However, the interface does not unify all channels into a true omnichannel agent workspace. This can lead to fragmented conversations and increased resolution times.
Desk365, on the other hand, is built for modern support teams who want to streamline communications from multiple channels. It offers a unified inbox that brings together email, Microsoft Teams, web forms, web widgets, and support portal tickets into one clean, agent-friendly interface. Agents don’t need to jump between tabs, Desk365 keeps all ticket history and context accessible in one place, ensuring quicker resolutions.
Recommended Reading: How to Reduce Support Ticket Volume?
Reporting and analytics
HubSpot provides limited-service analytics and dashboards, primarily geared toward marketing and sales. While it includes canned reports and basic custom reporting, deeper insights and analytics, capabilities such as drill-down reporting or workforce management are not available.
Desk365 offers robust reporting and analytics with customizable dashboards for ticket trends, agent productivity, SLA breaches, and more. Teams can track performance, build team-specific dashboards, and export data for deeper analysis. Desk365 also offers Power BI integration for advanced analytics use cases.
Knowledge base
HubSpot offers a knowledge base only in higher-tier plans, with limitations on categorization, article management, and AI-enhanced search. It lacks features like content health indicators or intelligent suggestions, which can impact the user experience for both customers and agents.
Desk365’s knowledge base is included across plans and allows you to build structured help centers with categories, sections, and AI-generated articles. You can enable self-service via support portal and empower agents with quick article access within the inbox. Updates and article management are simple and user-friendly.
Recommended Reading: 8 Best Customer Self-Service Portals
Automation and SLAs
HubSpot supports simple ticket automation via workflows and offers SLA tracking. However, more advanced routing and workflow configurations are only available at the Enterprise level. Skill-based routing and conditional SLAs are reserved for the highest pricing tiers.
Desk365 delivers powerful ticket automations, including SLA management across all paid plans. Its automation builder makes it easy to set up complex workflows without needing technical help.
Integrations and customization
HubSpot has limited integrations specific to service teams, with many apps tailored for marketing or CRM use. Integrated apps do not show within the service workspace, and permission management for these apps is restricted.
Desk365 integrates natively with tools like Microsoft Teams, Power BI, and Azure AD. Agents can access integrated apps within the ticket workspace, and admins can customize permissions, views, and automation logic to suit different teams or departments.
Recommended Reading: 9 Best HubSpot Service Hub Alternatives for Businesses in 2025
Why HubSpot Service Hub pricing doesn’t work for support teams?
Here’s the issue: HubSpot’s Service Hub isn’t a standalone helpdesk, it’s an add-on for companies already invested in the HubSpot ecosystem.
If you only need a customer support solution, not CRM, not marketing automation, you may be paying for tools you’ll never use.
In contrast, Desk365 focuses 100% on customer support workflows. You get everything you need to:
- Manage tickets from multiple channels
- Automate routing and SLAs
- Build a searchable help center
- Track agent performance and KPIs
- Support customers via Microsoft Teams, email, support portal, and web form
All for $12/month per agent. No expensive bundles, no upsells, no lock-in.
If you’re a small team or mid-sized business evaluating HubSpot Service Hub pricing, ask yourself: Are you paying for what your support team actually needs—or what a marketing team might want?
With Desk365, you get a powerful, dedicated helpdesk with all the features service teams rely on—at a price that won’t eat into your budget.
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