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What is HubSpot Service Hub?

Did you know there is customer service software that builds organization and efficiency into your team's structure and processes?

Meet HubSpot's Service Hub. 

HubSpot's Service Hub is simple...it helps your team close more tickets and delight more customers.

When you use HubSpot's Service Hub, you not only have the tools to give your customers an extraordinary experience and turn them into advocates that promote your business, but it becomes an even more powerful growth machine when teamed up with HubSpot's CRM (customer relationship management) database. 

These two tools working together are what customer service is all about!  

This means you now have all your customer data in one place and can give them the help and service they deserve. 

An example of this would be the Conversations inbox. This feature brings your email inbox, live chat, forms, Facebook messenger, and more (together into one streamlined inbox). And it's powered by HubSpot's CRM. Now all demographics, purchase history, support requests, and interactions your company has had with a customer, is in one central place for your entire team to access and refer to so they can provide the best quality of service possible. 

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Features of HubSpot Service

HubSpot Service Features & Tools

If you're looking for a customer service platform that integrates with a CRM and many other growth tools like marketing, sales and even a CMS, then HubSpot's Service Hub is for you. 

Features of HubSpot's Service Hub include:


HubSpot Service Hub FREE

  • All features of HubSpot CRM: Service Hub is built on top of HubSpot CRM, giving you access to all the tools you see in the HubSpot CRM.

  • Ticketing: Log customer issues as tickets. They can then be assigned to team members, organized and prioritized, and tracked in a central location.

  • Live Chat: Chat directly with customers through a live chat widget on your website, giving them the help they need, when they need it.

  • Conversations Inbox: Organize customer questions, including live chats and emails, in a shared inbox. Accessible to your entire team so you can manage 1-to-1 customer communications at scale.

  • Calling: Call prospects through VOIP from inside your HubSpot account. Calls can be recorded and auto-logged on the contact record for future reference.

  • Conversational Bot: Use a bot to create tickets and send visitors to the right service rep, or knowledge base article. Improving the efficiency of live chat, and helping you to scale 1-to-1 communications.

  • Team Email: Connect team-wide email addresses to your Conversations inbox. Turn incoming emails into tickets, or send them straight into your shared inbox. No more questions slipping through the cracks.

  • Canned Snippets: Create a bank of reusable answers for prospects' most frequently asked questions that you can quickly add to live chats or emails to save time and help prospects faster.

  • Email Templates: Save and reuse your most helpful emails. Share them with your team for faster and more consistent customer communication.

  • Meeting Scheduling: Share a link with customers that lets them see when you're free and book meetings with you, cutting out those tedious 'what time works best for you' emails.

  • Tickets Closed Reports: Measure your customer service efforts. Get in-depth reports that show volume, category, and response times.

  • Rep Productivity Reports: See productivity and response times broken down by rep, and use the data to spot high performers and who needs help.

  • Time-To-Close Reports: See how long customers are waiting for their questions to be solved, and use the data to improve response times and processes.

  • Reporting Dashboard: Get data on your marketing, sales, and customer service performance. Use the data to know how you're doing and where to improve.

  • Email Tracking & Notifications: Track one-off emails to contacts. Receive real-time notifications when emails are opened or clicked.

  • Documents: Build a library of resources and collateral that you can easily share with customers. Get insight into when and where they are most engaged.

  • Messenger Integration: Automatically capture contact information, have two-way communications with your audience, create chatbots, and report on chat volume through Facebook Messenger.

  • Custom Properties: Associate specific data points with contacts, companies, and deals.

HubSpot Service Hub Starter

*Please note HubSpot Service Starter comes with everything above in HubSpot FREE and what's listed below.

  • Email Scheduling: Write one-to-one customer emails, and schedule them for the right send and receipt time.

  • Calling SDK: Integrate VOIP providers like AirCall with the communicator on the contact timeline. No extensions or plugins required.

  • Conversation Routing: Automatically assign incoming chats and emails to the right member of your team.

  • Track Pipelines: Split tickets into different pipelines, for example by region, brands, or teams. Manage each one uniquely to suit your business processes.

  • Multiple Currencies: Track and manage multiple currencies in your HubSpot account.

  • Email Sequences: Set up task reminders, or personalized emails that automatically go out to customers at the right time. Reducing manual work and freeing up time to help more customers.

HubSpot Service Hub Professsional 

*Please note HubSpot Service Professional comes with everything above in HubSpot FREE, Starter what's listed below.

  • Knowledge Base: Turn your most frequently asked support questions into a knowledge base of help articles so people can quickly find what they need without having to reach out.

  • 1:1 Video Creation & Hosting: Create help videos for customers with your laptop camera or screen-sharing tool. Add them to emails and tickets, or embed them in your HubSpot knowledge articles. All from inside your HubSpot account.

  • NPS Surveys: Ask customers how likely they are to recommend you with a simple survey. Use the feedback to improve, and turn existing customers into loyal promoters who grow your business.

  • Customer Experience Surveys: Ask customers what they think about a particular part of your product or service with a simple survey. Use the results to make it better, and grow your business.

  • Customer Report Surveys: Ask customers what they think about your customer service with a simple survey. Use their feedback to improve, build advocacy, and keep customers coming back.

  • Insights Dashboard: Keep track of all your customer feedback in a single dashboard, and use it view, track, and improve customer experience over time.

  • Custom Reporting: Create custom reports on your customer service activities, and use the data to inform your decisions.

  • Ticket Status, Ticket Routing, Task automation: Automate manual work like adding tasks, and routing and escalating tickets. Create lists of contacts to follow-up with from survey responses. Leave more time to solve problems and turn customers into advocates.

  • Teams: Organize your HubSpot account users into different groups that you can use to control access, filter reports, and more.

  • Salesforce Integration: Keep your Salesforce and HubSpot data in sync and up-to-date.

  • Phone Supoort: Call our HubSpot support team and get the help you need fast, so you can get back to what's important, like helping your own customers and growing your business.

  • Customer Feeback: Survey your customers to find out what they think about you, your service, and your customer experience. Use the feedback to improve and grow your business.

  • Sequence Queues: Enroll multiple contacts into a sequence so your team can write personalized emails quickly.

  • Standard Contact Scoring: Create rules-based scoring criteria. Focus your outreach based on any HubSpot data point. Use your scores to segment lists, trigger automation, and more.

  • Customer Automation: Automate repetitive emails and other tasks. Reducing manual workload and freeing up more time for your team to spend helping customers.

  • Slack Integration: Create tasks, get notifications, see and share contacts -- directly in Slack. No more switching between tools.

  • Calculated Properties: Create fields that roll up data from other fields.

  • Record Customization: Match your contact, company, deal, and ticket records to your team's needs by creating custom layouts.

  • Video Hosting & Management: Host and manage video files within HubSpot. Then embed them onto site pages and in social media. Add CTAs and forms within the videos, and track their performance.

HubSpot Service Hub Enterprise 

*Please note HubSpot Service Enterprise comes with everything above in HubSpot FREE, Starter, Professional and what's listed below.

  • Playbooks: Build a library of resources and guides for your customer service team to follow. Automatically surface recommended content to your team, right when they need it.

  • Call Transcription: Transcribe any recorded call made using your HubSpot account, and save yourself time and manual effort.

  • Hierarchical Teams: Organize users on multiple levels based on team, region, business unit, brand, or any other dimension, to suit the way your business works.

  • User Roles: Give each team member using your account the right permission levels for different functionality.

  • Single Sign-On: Let users sign in to HubSpot using single sign-on credentials, making it easy for them to log in while enhancing security and your control over who has access.

  • Webhooks: Use webhooks to pass information from your HubSpot account to other web applications that your team uses.

  • Goals: Create team goals, such as average ticket response time, number of tickets closed, and more. Use them to stay focused, and meet and exceed customer expectations.

How to use HubSpot Service

The options here are endless!

What you do with HubSpot's Service Hub will be highly dependant on your overall business and customer servicing goals.

If you don't already have goals set for your business, we suggest you start there. We provide business consulting services that can help you to determine these and create a solid customer service strategy that you can implement in HubSpot.

Once your goals are set, the first step to using HubSpot's Service Hub is to set it up.


1) Set up your HubSpot account

  • Browsers supported by HubSpot: A supported web browser is required for the full functionality of HubSpot's features.

  • Add and delete users: If you have permissions in your HubSpot account, you can create new users, customize user permissions, and remove users from your account.

  • Create and edit teams: Teams in HubSpot allow you to organize your users into groups for organizational and reporting purposes.

  • Change language and region settings: You can customize the time zone, language, currency, and date and number format of your account in HubSpot.

  • Connect Your inbox: To send emails to contacts through the CRM, or use the sales tools in your email inbox, HubSpot needs permission to connect with your inbox. 

  • Get help and support HubSpot: If you have any questions or technical issues while using HubSpot, click the Help button in the bottom-right corner of your account to see your HubSpot Support options. 


2.  Import data into your HubSpot account

  • Import contacts, companies, deals, tickets, or products: Import files to create or update contacts, companies, deals, tickets, or products in HubSpot. You can also import and associate notes to objects. 

  • Associate records via import: Import files to create or update contacts, companies, deals, tickets, or products in HubSpot. You can also import and associate notes to objects.

  • Assign ownership of records: HubSpot uses the Contact ownerCompany ownerDeal owner, and Ticket owner properties to set the ownership of a contact, company, deal, or ticket.

3.  Get started with HubSpot Service tools

  • Understand your service dashboard: Use the service dashboard in HubSpot to view your ticket, knowledge base, and customer feedback performance at a glance.

  • Create tickets: With tickets, you can organize all of your customer inquiries in one place and track trends over time.

  • Use snippets: Snippets are short, reusable text blocks that can be used on contact, company, deal and ticket records; in email templates; and in chat conversations.

  • Use email templates: With templates, you can save repetitive email content as an email template. 

  • Use the calling tool: The HubSpot calling tool allows you to call contacts from your browser or phone and log calls on your contacts' timelines in HubSpot. 

  • Use meetings: Connect a Google or Office 365 calendar with the meetings tool to allow your calendars to sync to HubSpot. 

  • Use conversations: With conversations, you can easily communicate with your contacts through email and live chat.

  • Create bots: Create a chatflow with live chat to connect visitors directly with members of your team. 

  • Use sequences: With the sequences tool, you can send a series of targeted, timed email templates to nurture contacts over time

  • Create a new reports dashboard: Create new dashboards for different reporting purposes, share dashboards with other users in your account, and clone or delete existing dashboards to stay organized.

  • Customer feedback:
    • Create and send customer loyalty surveys
    • Create and send customer support surveys
    • Create and send customer experience surveys
  • Create knowledge base articles: Create a knowledge base of articles for your customers.

  • Add custom ticket pipelines and stages: Ticketshelp keep track of all your customer interactions as they progress over time. The tickets tool includes a default Support pipeline that you can use to manage your ticket statuses.

  • Use workflows: The workflows tool automates your marketing, sales, and service processes. Internal processes that can be automated include notifying and assigning deals to your sales team based on various qualifying factors, as well as rotating leads.

  • Use playbooks: With the playbooks tool, you can provide guidance with interactive content cards displayed in contact, company, deal, and ticket records for your team members to reference and create standardized notes when speaking to prospects and customers.

  • Create goals: With goals, managers can create user-specific quotas for their sales and services teams.


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