Freshdesk vs. Hubspot

The customer experience is everything. Choosing the right customer service software is very important in every business. Today we compare two customer service solutions — Freshdesk and HubSpot — to help you make the best choice.

Freshdesk and Hubspot both are considered top in the market. But for business owners like you, it is a contemplating situation where you have to choose one application, Freshdesk or Hubspot that best suits your needs.

Well, to help you we are going to compare the features of Freshdesk vs Hubspot in this article. Review it and pick the best software for your company.

Freshdesk Vs Zoho Desk Feature Comparison

Helpdesk Features (Final Winner: Both) Freshdesk Rating ⭐4.4/5, Hubspot Rating ⭐4.5/5

Ticket Management

It refers to managing and handling customer requests and resolving them to enhance user experience.

Freshdesk – allows you to create, prioritize, categorize, and assign tickets. You can easily manage and track your requests from multiple channels.

Hubspot – Keeps track of customer service requests in one shared inbox. Organizes your team, prioritize incoming requests, and optimize for more effective service.

Winner: Both

Ticket Collaboration

Ticket collaboration means connecting and collaborating with your team members and employees to work on ticket resolution together.

Freshdesk – Share ownership of tickets without losing visibility. Resolve customer problems by splitting tickets with several tasks into sub-tickets. Link and keep track of tickets related to similar issues.

Hubspot – Prioritize requests based on severity. Quickly assign owners and stages to individual tickets, and HubSpot will organize them into a personalized pipeline of work for each member of your team.

Winner: Both

Email Ticketing system

The feature automatically converts your email requests into tickets, helping your team in the sorting process.

Freshdesk – Whenever a customer writes to your support email address, it will come into Freshdesk as a new ticket.  Allows you to easily respond to these requests with canned responses.

Hubspot – Create team-wide email aliases that automatically turn incoming emails into tickets or get routed to your conversations dashboard. Then you can easily prioritize and organize the tickets.

Winner: Both

SLA Management

A service Level Agreement (SLA) is a contract between the company and its end users that defines the level of service expected. And, the SLA management feature offers tools that help the organization in fulfilling the contract.

Freshdesk – Set up rules for when every ticket needs to be resolved so agents are clear about deadlines, Redistribute the workload or add more people to the team, Set up automatic reminders for agents and escalations to managers

Hubspot – Meet and exceed your customer’s expectations with transparency about your team’s availability. Set working hours. Include automation, and report on attainment.

Winner: Both

Supported Platforms (Final Winner: Freshdesk) Freshdesk Rating ⭐5/5, Hubspot Rating ⭐4.8/5

Email

In this feature both Freshdesk and Hubspot, provide Email support. 

Hubspot- Hubspot provides email marketing tools that help to design and send professional emails independently. This tool is powered by the HubSpot CRM database which assures the data you are using is accurate.

Freshdesk – Freshdesk helpdesk also provides email support to their customers. 

Winner: Both

Live Chat

The live chat feature helps visitors/customers to interact with the systems and resolve their queries instantly.

Freshdesk – Freshdesk holds users through live chat and social media platforms like Facebook WhatsApp, and Apple Business Chat. 

Hubspot – Hubspot customizes the live chat widget to match the look of your brand. The live chat feature creates appropriate welcome messages to attract users.

Winner: Both

Phone

Freshdesk – Omniroute feature helps you automatically assign phone calls, chat messages, and tickets to the right agents in your team. You can set up a virtual call center with all the functionalities including recording outbound and inbound calls.

Hubspot – Engage in contextual, personalized customer service conversations with your customers in real-time on your website with a live chat feature, as Hubspot does not provide phone support.  

Winner: Freshdesk

Social Media support

Freshdesk – Freshdesk support various social media platforms like Facebook, Twitter, Instagram, and WhatsApp. 

Hubspot- You can use Hubspot’s social media management software to post your content on social media platforms like Facebook, Twitter, and Instagram, and helps you to build social media campaigns. 

Winner: Both

Self Service (Final Winner: Hubspot) Freshdesk Rating ⭐4.9/5, Hubspot Rating ⭐5/5

Knowledge Base

Knowledge Base is a brochure telling information about your products and services. It is the most basic feature that every helpdesk often offers.

Freshdesk – Write solution articles and assign a specific category or folder. Build product-focused pages and publish relevant articles. Create and update existing FAQs.

Hubspot – Turn your customers’ most frequently asked support questions and tickets into a robust, optimized knowledge base of help articles and documentation that’s indexed in search engines.

Winner: Both

Community Forum

Community Forum offers your customers to interact with each other, ask questions, answer others’ queries, and have discussions about your products and/ or services.

Freshdesk – Let your customers ask questions, post tips, and even answer each other’s questions. Let the important topics stay on top by making them Sticky and close stale topics by locking them. Your agents can convert unresolved topics into tickets.

Hubspot – You can control posts in the community and reduce spam and unwanted participation by adding moderators. With Hubspot, respond to chats directly from the conversations inbox.

Winner: Hubspot

User Portal

The customer portal is a private area created for users of a business. It has all the relevant and secure information related to customers’ and companies’ products and/ or services.

Freshdesk –  Lets your consumers access knowledge base articles, and community forums, raise a ticket, and track the status of it. Moreover, you can choose to customize the portal.

Hubspot – Customers can easily raise a ticket, and track their progress. You can easily reply to comments, Turn your repetitive sales emails into templates.

Winner: Both

Feedback

You can easily gather feedback from your customers. With this feedback, you can optimize your store with a precise knowledge base.

Freshdesk – Writers will be notified automatically about feedback on their articles so they can implement them.

Hubspot – Get a pulse on customer happiness, and deploy surveys to gather feedback that can be used to build a better customer experience.

Winner: Both

Automation (Final Winner: Both) Freshdesk Rating ⭐5/5, Hubspot Rating ⭐5/5

Chatbot

Helps you to establish a smooth customer experience by auto-replying to some common responses.

Freshdesk – Freshdesk has a chatbot powered by Freddy AI that delivers instant and precise answers to your customer’s questions for faster resolutions.

Hubspot – Integrated with HubSpot’s contacts database, your bots can deliver friendlier, more personalized messages. Any information collected by your chatbots will automatically get synced to and stored on a contact’s timeline.

Winner: Both

Workflow

Freshdesk – Labels the ticket based on keywords, requester, and properties. Allows you to perform various actions on different tickets by configuring time and event triggers.

Hubspot – Automate your customer service processes with ticket routing, escalation, and task creation. Sends alerts, adds tasks, and performs actions based on your conditions. 

Winner- Both

Reporting & Analytics (Final Winner: Hubspot) Freshdesk Rating ⭐4.4/5, Hubspot Rating ⭐4.5/5

Performance Insights Based on SLA

Freshdesk – Using SLA management software, you can get performance reports based on ticket properties including type, priority, and source. Set up automatic reminders for agents.

Hubspot -You can easily get insights into customer service experience with transparency. Set working hours, include automation, and report on attainment. You can easily share the reports with the team.

Winner: Freshdesk

Helpdesk Reports

Freshdesk – Uses the CSAT survey report to know how your customers feel about your support and report. Informs you about how the knowledge base is doing, every individual agent’s performance, and customer satisfaction ratings. 

Hubspot – Measures the impact of your customer service efforts with built-in reporting tools that track knowledge base usage data, ticket volume and response time, customer feedback, and more.

Winner: Both

Wrapping Up:

HubSpot is a customer relationship management (CRM) platform that helps scaling businesses grow better with sales, service, marketing, content management, and operations software. whereas Freshdesk is a business software that offers products for customer service, IT service management, HR, sales, marketing, and more.

We hope that the Hubspot vs Freshdesk feature comparison helps you to decide on the best solution for your business.

In case you are still doubtful about which one to choose, then you can pick Saufter. It is an all-around service desk software designed for every business. The software offers automation, marketing, basic customer support tools, and even agent-related services at reasonable prices.